How to Prepare for Gathering Customer Service Metrics


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question 1 of 3

What do customer service metrics do?

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1. If you wanted to measure the quality of service, how much it costs a company to resolve customers' issues, and how customers felt about the interaction, which three metrics would be best to use?

2. What might the customer experience metric measure?

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About This Quiz & Worksheet

This quiz and worksheet uses a hypothetical situation in which you are required to evaluate a customer service department. You'll review how to plan and gather the information you need to complete this evaluation. The quiz will help you assess what you have retained from this review.

Quiz & Worksheet Goals

This quiz/worksheet will assess your understanding of:

  • The meaning of customer service metrics
  • Types of customer service metrics
  • What the customer service metric is used for
  • Ways to gather customer service data
  • The steps involved in the preparation stage of gathering customer service metrics

Skills Practiced

By reviewing this worksheet and taking the quiz, you will enhance the following skills:

  • Reading comprehension - ensure that you draw the most important information regarding what customer service metrics are
  • Interpreting information _ - verify that you can read information about what customer service metrics measure and interpret it correctly
  • Information recall - access the knowledge you've gained regarding types of metrics
  • Knowledge application - use your knowledge to answer questions about how to gather customer service data

Additional Learning

The How to Prepare for Gathering Customer Service Metrics lesson provides more information about this evaluation process. The lesson will go over:

  • The definition of customer service metrics
  • The list of types of metrics one can measure
  • Details about the planning of what is needed to gather information about metrics
  • The tools one can use to gather customer service data