Businesses measure customer satisfaction across different parameters to rate their support function but they need to be considered as a whole and individually. Similarly, both individual agent performances and the productivity of the entire support team need to be considered. This gives greater control of the customer support function, its effectiveness and an effective strategy to enhance customer service efforts.
The entire customer experience has to be considered by measuring key metrics and there ‘hangs a tale’ behind each of them. You may discover that the team is responding slowly or that the customer needs to get in touch repeatedly and hence the low satisfaction scores.
The key parameters to watch out for are: