Customer Service Metrics
Describe, apply, and review a range of customer service metrics to monitor and improve the performance across the customer journey.
Type
Functional
Competency Area
Customer Performance Management
Levels
Understands customer service metrics
Understands the intent of customer service metrics in monitoring performance
Lists a range of customer service metrics (customer effort score, net promoter score, etc.)
Describes the role of key performance indicators (KPI) in customer satisfaction
Aware of customer service dashboards that can keep track of metrics
Differentiates between customer service and experience metrics
Applies customer service metric
Utilises customer service metrics to gain actionable insights across the customer journey
Applies customer service metrics to analyse and evaluate performance
Identifies relevant KPIs that can help understand customer satisfaction
Navigates a range of customer service dashboards that can keep track of metrics
Discusses the role of experience metrics in contextualising customer service
Reviews and customises customer service metrics
Reviews customer service metrics against larger organisational goals and objectives
Determines which customer service metric to use based on the situation
Interprets and develops KPIs to identify key points of customer satisfaction
Adapts customer service dashboards to the requirements of the organisation
Illustrates the use of experience metrics in analysing customer service