Or are you still focusing on traditional metrics?
Metrics that focus solely on cost and efficiency.
And ultimately reflect the demands of meeting internal targets.
Perhaps, now is the time to upgrade your KPIs?
Obviously, you still need to measure cost and efficiency.
But, you can also do this through the prism of customer experience.
Leading service providers are already walking in their customers' shoes and remodelling their KPIs.
▶This short presentation highlights 4 new metrics that shift the focus towards measuring service success as it is perceived by your customers.
Peter Drucker famously said: "What gets measured, gets managed"
So, it's worth making sure you're measuring the right things in the right way to keep improving your service in the eyes of your customers.
Feel free to book an online Teams meeting to discuss this topic further.
