Put quite simply, you can’t fix it if you don’t know it’s broken. Customer service metrics are important from a few different perspectives, the first being customer satisfaction. I’m sure you have heard the notion that if someone has a bad experience with a company they may tell 100 people, while if they have a positive experience, they may only tell 1. You really want to make sure that you have a good reputation in the industry and the ability hold up that reputation throughout your practices. So how do you maintain that good reputation? To protect your brand, it is critical that you gather information and act on it. Without acting, you find yourself wasting time, resources, and energy.
Aside from customer satisfaction, customer service metrics are extremely important when it comes to sales and marketing. Take, for example, a replacement of a customer’s current data plan with a new promotion plan on a wireless device. What the company may categorize as improved services, could actually result in decreased customer satisfaction from you- the customer. By using the correct metrics, companies can align their sales and marketing strategies with customer input to result in the best possible customer experience.
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