Customer Satisfaction is Deemed the Most Important Measure of Success Related Articles Mastering Contact Centre Metrics: A Guide for Success 10 Customers Service Metrics to Measure Call Center Success and Performance Why Is Measuring Customer Satisfaction So Important? First Call Resolution: What Is It and How Do You Measure It? 5,488 Filed under - Contact Centre Research, Measurement, Polls 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 Read more about - Contact Centre Research, Measurement, Polls Recommended Articles Mastering Contact Centre Metrics: A Guide for Success 10 Customers Service Metrics to Measure Call Center Success and Performance Why Is Measuring Customer Satisfaction So Important? First Call Resolution: What Is It and How Do You Measure It? Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter