Customer Satisfaction is Deemed the Most Important Measure of Success

A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time


In the past decade, a number of new metrics have entered the contact centre arena. But, according to our poll, it is the old measure of Customer Satisfaction that remains the most important of them all.

When we asked contact centre professionals, 47% agreed with this assertion, with First Contact Resolution (23%) and Average Handling Time (12%) the second and third most popular choices.

Poll – “Which is the most important measure of success for you” – answers
Average Handling Time – 12%
NetPromoter Score – 11%
Customer Satisfaction – 47%
First Contact Resolution (FCR) – 23%
Customer Effort Score – 7%

Source: Call Centre Helper webinar: Interesting Initiatives in the Contact Centre    Sample size – 106     Date: January 2013

Author: Jo Robinson

Published On: 4th Sep 2013 - Last modified: 25th Oct 2021
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