Posted on May 6, 2021
Complete the figure below to determine what you should measure. Consider the potential impact on customer experience and the amount of control you and your team has over the service factor. Then, respond to the following questions:
Which measurement has the most priority for you? Ideally, you will have one in the high impact/high ability quadrant. If not, what is the next measurement closest to that? How can you get that to the high/high quadrant?How are you currently measuring your highest priority “what to measure?” (Even if you’re currently not measuring it.) How effective is it?Conclude with an analysis of how this one priority measurement and way to measure it will improve your customer service.
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