Contact Centre Professionals: Customer Satisfaction is the Best Metric


According to our poll, industry professionals believe that customer satisfaction to be the best metric, with 39% of participants choosing this option.

Poll – “What Do You Think is the Best Metric?” – answers

NetPromoter Score – 18%
Customer Effort – 8%
First Contact Resolution – 16%
Average Handling Time – 2%
NetEasy Score – 2%
Quality Scores – 6%
Sales Volume – 3%
Service Level – 4%
Agent Satisfaction – 3%
Customer Satisfaction – 39%

Source: Call Centre Helper website reader poll   Votes: 185    Started: 16 Apr 2014   

Published On: 1st Oct 2014 - Last modified: 21st Jul 2017
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