Definition: Numerical scoring and notes/feedback about the service provided to customers.
Application: Normally used in reference to call quality monitoring, using some sort of scorecard. However, it is any quality measurement referring to calls, paperwork, Web interactions and email.
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.
