Ch 3: Interpreting Customer Service Metrics

About This Chapter

While measuring customer service data is important, correctly deciphering and analyzing the data is crucial. Use the lessons in this chapter to help employees properly interpret your company's customer service metrics.

Interpreting Customer Service Metrics - Chapter Summary

The process of interpreting customer service metrics can be a challenging one without the right guidance. This chapter offers information to ensure your employees understand the following:

  • Ways customer service metrics can be analyzed
  • Steps for interpreting and improving customer service metrics
  • How customer service metrics can help build improvement plans

Enhance your corporate training sessions by incorporating these lessons or use them as standalone tools to inform employees on ways they can interpret customer service metrics. Following each lesson is a multiple-choice quiz that can help you gauge how well they understand the concepts.

How It Helps

  • Encourages collaboration: The lessons encourage your employees to work together in an effort to analyze and interpret metrics and develop plans to improve your company's customer service efforts.
  • Strengthens analytical skills: Specific techniques are provided within this chapter to not only improve employees' ability to analyze metrics, but also strengthen their overall analytical skills.
  • Improves customer service: The chapter can help your company meet its end-goal of understanding how customer service is being performed so that it can steadily improve.

Skills Covered

Exploring the lessons in this chapter will ensure employees are able to:

  • Explain how customer service metrics data can be organized and analyzed to address business goals and objectives
  • Examine the link between customer satisfaction and company revenue
  • Share how to interpret and improve customer service metrics
  • Discuss ways to build a business improvement plan using customer service metrics data
  • Describe how metrics data can impact operations in business area functions other than customer service

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