Customer Service Data

Use this worksheet to identify the types of customer service data your company tracks. See if you can
determine why each type of metric is used.

Performance Metrics
Y/N Metric How it’s Used
Response time

Handle time

Wait time

Return time

Monitoring/QA score

Error rate

First contact resolution

Other:

Perception Metrics
Y/N Metric How it’s Used
Customer satisfaction

Net Promoter score

Other:

Outcome Metrics
Y/N Metric How it’s Used
Average lifetime value

Referrals

Retention

Other:

Customer Service Fundamentals with Jeff Toister