Chapter 11, Problem 3OC

Explanation of Solution

Ways to measure the success of customer satisfaction:

In a business model, it is very important to analyze the data. It is impossible to measure the success of customer satisfaction without using any metrics. Customer service metrics include:

• Cases that has been closed the same day:
  • The issues regarding the automobile should be observed and resolved as early as possible.
• Number of the cases that are handled by agent:
  • Some issues are handled by agents that should be known so that the risk of hampering the company’s reputation can be avoided.
• Number of service calls:
  • The number of services calls should be recorded and the issues should be taken care.
• Average number of service requests by type:
  • There are many types of service requests and each one is dealt in its own way...