How to Interpret & Improve Customer Service Metrics


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question 1 of 3

What is an example of a customer service metric?

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1. How can metrics link customer satisfaction and success?

2. When looking at customer satisfaction surveys, you _____.

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About This Quiz & Worksheet

These quiz questions will assess your understanding of the terms and concepts used in evaluating customer service metrics. They ask about customer metrics, customer satisfaction and more.

Quiz & Worksheet Goals

The quiz is designed to test your understanding of:

  • Customer service metric examples
  • Links between customer satisfaction and success
  • Customer satisfaction surveys
  • Call center metrics
  • Metrics improvement

Skills Practiced

You will test such skills as:

  • Interpreting information - verify that you can review information regarding customer satisfaction surveys and interpret it correctly
  • Information recall - access the knowledge you've gained regarding the use of customer service metrics
  • Knowledge application - use your knowledge to identify the results of call center wait times as to how they affect customer satisfaction

Additional Learning

Increase your knowledge on this subject by completing the lesson called How to Interpret & Improve Customer Service Metrics. This lesson will allow you to:

  • Compare customer satisfaction with financial aspects of the company
  • Review interpreting customer service metrics
  • Determine the necessary metrics
  • See the importance of having all the data to interpret accurately