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To track your customers' satisfaction with agent calls, you need to set up measurements that are going to be based largely on samples, surveys, and mystery calls, because "satisfaction" is not a variable that will drop naturally out of metrics set up to track efficiency, cost, and other easily captured financial numbers. So, for instance, some metrics that Price and Jaffe recommend for tracking profitable customer satisfaction are:
Did my problem get fixed? Measure this by sampling resolution rates using a quality team or by tracking repeat contact rates. What's the "snowball ratio" and how many contacts require immediate re-contact?
How was I treated? Monitor behaviors with a sampling of calls, letters, or emails for quality, and with immediate post-contact feedback from the customer.
Did I get the right answer? In your quality monitoring review, verify this by checking adherence to specific policies.
Did this get fixed in the manner and time that I expected? You can confirm this with immediate, post-contact feedback from the customer, and by ensuring that all long-running processes are delivered in accordance with whatever standards have already been communicated to customers.
This was first published in August 2009
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