Customer Service Satisfaction Rate
Definition: The number of customers who reported that they were satisfied with the level of service provided by customer service representatives divided by the total number of customers who replied to the customer satisfaction survey, as a percentage.
Discussion: A Call Center’s, or Customer Service Center's, Customer Satisfaction Score measures the percentage of customers who report that they were satisfied with the level of service provided. This is probably the most important metric for a Call Center --- the main goal of any Call Center operation is to provide timely and courteous customer service. A low, or lagging, satisfaction score is most likely tied to poor representative training as well as sub-par Abandonment Rates and First Contact Resolution Rate. Look to increase the quality of representative training, establish industry-standard SLAs, and examine staffing models to improve customer satisfaction.