Standards of accuracy

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Take an example in life, when you ask someone for directions. He pointed to the front and said, "it's easy, just go down there". You rejoice at the quick solution and go in the direction indicated, soon you get lost and discover that it turns out he was just talking for the sake of it.

Fast is good but will not be appreciated by customers if the answer is incorrect. On the other hand, if you are late but correct, at least you still get their respect.

7. Customer Success Rate: Number of customers who found what they needed compared to unsatisfied customers. Brands can define what success is, and the numbers will follow that definition. The higher the percentage, the more successful the customer.

8. Flaws: A measure taken from the Lean Six Sigma (Quality Productivity Improvement Model) approach, which focuses on detecting flaws throughout the entire work process. This standard is achieved by tracking complaints from 100 to 1,000,000 survey units, items sold, customer interactions or other products. The correct standard for customer service might be “1 complaint of inaccuracy in 1,000 service surveys”. Low value means efficient service.

Standards of transparency
Transparency can be considered a rather difficult standard to measure, most metrics are expected at one end of the scale and lack qualitative nuance. Otherwise, you will need a large enough data scale or very expensive document analysis.

9. Percentage of customer perception: According to The Psychology of Waiting  Lines, it Job Function Email List shows that uncertain and unexplained waiting causes customers to become tired. The customer inquires about a service and is asked to wait for a certain amount of time, usually 3 minutes in chat and 1 minute in the call. You need to track the percentage of customers who feel like they know why and know how long they have to wait compared to those who don't. The larger the value, the higher the transparency.



Accessibility standards
A customer in trouble certainly shouldn't have any more trouble trying to get in touch. At best, your reach can go up to the point of proactively reaching out to the customer's problem. These metrics check if you're "present" at the right time as you should be.

10. Customer Effort Index (CES): is a measure from the customer's perspective and usually only asks a single question with a 5-point scale: “How much effort did you personally put in to get the job done? process your order with our company?”. For example, CES data collected from 75,000 customers across a variety of businesses shows that: 94% of customers who said they put in "little effort" said they would buy the company's products again, and 88 % of customers who think they put in "a lot of effort" will talk bad about that company. (Source: saga)

11. Delivery per issue: This measures the number of different service personnel that must be involved in an issue before it is resolved. Customers on the phone especially don't like this kind of hand-passing, as they'll need to re-explain. This is one of the four most common “service complaints”. Try to limit this value to 1 for simple problems, to 3 for more complex problems.