An Introduction to Customer Satisfaction Metrics

Actionable Ways to Improve on the Metrics that Matter

Your agents are responsible for a ton of data around customer interactions, like Average Handle Time or Average Reply Time, the percentage of customer issues that are fully resolved, and – of course – how satisfied your customers are.

But when it comes to customer satisfaction, where do you start? Download our guide for in-depth insight into:

• four main customer satisfaction metrics,
• how to calculate each metric,
• when to use one metric over another,
• how to improve your customer satisfaction scores,
• …and so much more!