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Customer Service Metrics and Customer Sentiment

Companies working to improve customer service pay a lot of attention to the metrics.   It doesn’t matter what metric you use (NPS, Overall Satisfaction, Ease of Use) they get a lot of attention.  Well, they should because metrics provide a way to measure, at least directionally, whether your service is improving, declining or simply holding its own.  Too often, the metrics are only part of the story.  The comments from customers provide details that help improve service.  Let me share a couple of examples.

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Is it the Customer Service Score or the Customer Service Experience?

There is clearly growing interest in improving customer service.  You see it in the number of companies promoting their service.  You also see it in the number of surveys you get most anything you buy.  But I recently began to wonder if there is more interest in chasing a metric than making significant strides to improve the customer service experience.