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Choosing Metrics for Customer Service Operations

Instructions:

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

question 1 of 3

What is a metric?

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1. Which is an example of a specific metric that a business might use to evaluate its customer service operations?

2. What is important when choosing metrics for customer service operations?

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About This Quiz & Worksheet

For many companies, choosing the right customer service metrics can factor into their success. This quiz and worksheet test your knowledge of this practice by asking you to identify a definition and an example of metrics. Other questions assess your ability to solve a problem related to customer service metrics and gauge your understanding of their importance.

Quiz & Worksheet Goals

A goal of this quiz and worksheet is to make sure you fully understand:

  • The definition of a metric
  • Metric examples
  • Best practices when choosing metrics
  • Choosing the right metric for customer loyalty
  • The importance of keeping metrics simple

Skills Practiced

This short quiz and worksheet are perfect for helping you practice these skills:

  • Making connections - use understanding of the concept of metrics to determine how to add value to a customer service operation
  • Problem solving - use acquired knowledge to solve a practice problem related to metrics and customer loyalty
  • Information recall - access the knowledge you've gained regarding the importance of choosing metrics and keeping metrics simple

Additional Learning

The accompanying lesson called Choosing Metrics for Customer Service Operations can help you study the following:

  • What metrics measure
  • Why metrics are vital to customer service operations
  • Strategies for measuring metrics
  • What can make the use of metrics ineffective
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