Churn Prevention Metrics for Customer Service

Instructions:

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

question 1 of 3

What is the purpose of identifying churn prevention metrics?

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1. Why do you want to measure how long it took to resolve an issue or answer your customer's question?

2. What is the most important reason your business should track churn?

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About This Quiz & Worksheet

These quiz questions will help you ascertain your ability to use terms and apply principles of customer service churn prevention metrics. This self-assessment can help you recognize if you need improvement using this subject matter to build your business.

Quiz & Worksheet Goals

These questions will quiz your understanding about:

  • Things churn prevention metrics track
  • Application of 'roll the ball'
  • The meaning of how badly the customer needed your service

Skills Practiced

You will be able to test skills like:

  • Interpreting information - verify that you can review information regarding the effectiveness score and interpret it correctly
  • Information recall - access the knowledge you've gained concerning the significance of customer interest in your service to expanding your company
  • Knowledge application - use your knowledge to measure the final score

Additional Learning

More on this topic can be found by studying the accompanying lesson called Churn Prevention Metrics for Customer Service. It will help you with:

  • Considering the meaning of numbers of customers returning and how often
  • Tracking information about your initial customer interaction
  • Thinking about why returning customers continue to use your service
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