How Businesses Measure Customer Service Effectiveness Articles

NorthridgeGroup Measuring Customer Service Effectiveness Feb2021

The percentage of US businesses with at least $250 million in annual revenues that use the following metrics to evaluate customer service effectiveness, comparing 2020 with 2019:

  • Customer satisfaction
  • Customer loyalty
  • Likelihood to recommend
  • Customer lifetime value (CLV)
  • Customer effort
  • Customer churn rate
  • Net promoter score (NPS)
  • Share of wallet / customer spend

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