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How to Analyze Customer Service Metrics

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

What is a way to organize and analyze data from customer service metrics?

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1. Why would you use Excel to organize and analyze metric data?

2. What is a balanced scorecard?

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About This Quiz & Worksheet

You have the chance to assess your understanding of customer service metrics and ways they are analyzed by using this worksheet and quiz. For the quiz, you will need to know what a balanced scorecard is.

Quiz & Worksheet Goals

The goals of this worksheet/quiz are to help you check your knowledge of:

  • A way to organize and analyze data from customer service metrics
  • The purpose of using Excel when organizing and analyzing metric data
  • What a balanced scorecard is
  • Ways to present information to all employees

Skills Practiced

  • Information recall - access the knowledge you've gained regarding balanced scorecards and their purpose
  • Reading comprehension - ensure that you draw the most important information from the related lesson on customer service metrics
  • Knowledge application - use your knowledge to answer questions about organizing and analyzing metric data

Additional Learning

Read through the lesson called How to Analyze Customer Service Metrics to learn more about how this process works. Through this lesson you will be able to accomplish these objectives:

  • Understand the importance of organizing and analyzing metric data
  • Identify the different ways to analyze metrics from customers
  • Learn about the benefits of using a balanced scorecard
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