To measure or optimize customer service, there are so many metrics and possible indicators. How to measure simply? What should we focus on to have the right time? Are there any "magic" metrics to know if customer expectations are truly surpassed?
We all agree that customer satisfaction is the ultimate goal of a service center or IT support department. But when it's time to dig and identify possible sources of improvement, the current IT manager wants to have a clear view of everyone's performance.