Customer Service Metrics: Definition & Types


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question 1 of 3

Choose the BEST answer to define churn rate.

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1. Which statement about polling customer satisfaction is TRUE?

2. Mr. Baker receives feedback that customer issues are resolved on first contact; however, the time to resolution is too high. Which customer service metric should he review first?

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About This Quiz & Worksheet

Using these assessment tools, you can quickly check your knowledge of customer service metrics and their characteristics. You will be quizzed on churn rate and other metrics used for customer relations.

Quiz & Worksheet Goals

Use this worksheet and quiz to review:

  • The metric that provides data on issues escalated to the second point of contact
  • Customer service metric that gauges the number of customers that are leaving
  • The definition of churn rate

Skills Practiced

  • Reading comprehension - ensure that you draw the most important details from the related lesson on customer service metrics
  • Information recall - access the knowledge you have gained about obtaining information on customer service
  • Knowledge application - use your knowledge to answer questions about the different types of customer service metrics

Additional Learning

If you want to learn more about metrics used to gauge customer service, check out the lesson called Customer Service Metrics: Definition & Types. This lesson covers the following objectives:

  • Define customer service
  • Understand why customer satisfaction is important for businesses
  • Examine the purpose of first contact resolution
  • Determine what handle time indicates
  • Understand what a service level agreement (SLA) means