How To Obtain Actionable Customer Service Satisfaction Metrics

Forrester's Customer Experience Index has clearly demonstrated the strong relationship between customer experience and loyalty. At eBusiness organizations, customer service is a critical component of customer experience, but understanding customer service satisfaction can be challenging. As a result, many eBusiness leaders focus on operational metrics, which provide insight into efficiency but don't provide insight into customers' actual satisfaction with their service experiences. These eBusiness leaders are missing the opportunity to drive sales and service improvements with actionable insight. Instead, eBusiness leaders should design customer service satisfaction surveys that will focus on the outcome of the situation, including the resolution of the customer's issue, his or her experience, and the impact of the customer's satisfaction.