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Deciding Metrics to Measure


If you’re not measuring how fast you can run a mile, how productive you are at the office or your level of customer service – you can’t effectively improve.

There are dozens of metrics to measure customer service including customer loyalty, experience, response time and cost per incident. Rather than trying to measure every metric, understand your organization’s value proposition. If your company competes on cost, measure efficiency and productivity. If you compete on customer experience, measure satisfaction.

No two organizations’ plan will look the same. What you value most will dictate how you measure your success.

– J.D. Crowe, Southeast Mortgage

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