Ch 1: Defining & Implementing Customer Service Metrics

About This Chapter

In order to properly measure your customer service results, it's important to choose the correct metrics and gather the right data. This chapter can give your employees insight into how to understand and implement customer service metrics.

Defining & Implementing Customer Service Metrics - Chapter Summary

Customer service metrics are used to measure a company's operations, quality, relationships and more with the goal of improving customer satisfaction. You can use this chapter to help your employees understand what customer service metrics are and more by exploring lessons on:

  • Types of customer service metrics
  • How to choose metrics for customer service operations
  • Ways to prepare for gathering customer service metrics

Use the lessons in a group setting so employees to hold discussions about customer service metrics or create corporate training sessions that allow employees to review the lessons individually on their computers or mobile devices. You can test their comprehension of the lessons with short quizzes.

How It Helps

  • Encourages brainstorming: Employees can watch the lessons to gain access to ideas meant to aid in their brainstorming of how to choose the right metrics and gather and prepare customer service data to measure.
  • Offers methods and strategies: This chapter offers methods for measuring customer satisfaction and strategies for implementing and managing your company's customer service metrics.
  • Increases customer satisfaction: Improving your company's customer service metrics can increase your ability to address your customers' needs, which increases satisfaction and can result in higher profits.

Skills Covered

After exploring the lessons in this chapter, your employees will be able to:

  • Provide the meaning of metrics and describe common customer service metrics
  • Discuss various methods for measuring customer satisfaction
  • Explain how to choose the right customer service metrics to meet company goals
  • Share how to plan for data gathering when implementing customer service metrics
  • Describe how a company might prepare surveys or questionnaires to gather data

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Establishing Customer Service Metrics course