Quality Metrics in Customer Service


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question 1 of 3

Which of the following is the BEST definition of quality metrics in customer service?

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1. Customer loyalty metrics will identify whether a customer _____.

2. _____ measures whether a customer will promote a company or refer its products and services to friends and family.

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About This Quiz & Worksheet

The quiz and worksheet combo is helpful in checking your knowledge of customer service quality metrics and ways they are used. The purpose of these metrics and different customer service terms are on the quiz.

Quiz & Worksheet Goals

These assessments help gauge your knowledge of the following topics:

  • How companies identify whether or not they are meeting customer service goals
  • The best fit for measuring the quality of resolving issues
  • What customer loyalty metrics do
  • The definition of quality metrics in customer service
  • Something that measures if a customer will promote a company to their friends and family or not

Skills Practiced

  • Interpreting information - verify that you can read information about the meaning of quality metrics in customer service and interpret it correctly
  • Information recall - access the knowledge you have gained about what customer loyalty metrics do
  • Reading comprehension - ensure that you draw the most important information from the lesson on quality metrics used for customer service

Additional Learning

Explore the lesson called Quality Metrics in Customer Service to learn more about these metrics. Some goals you can cover include:

  • Determine how to track quality metrics
  • Learn how companies evaluate their customer experience
  • Identify different types of quality metrics