Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, repeat contacts from customers, escalated contacts in which they ask to speak to a supervisor, and other variables that zap time and resources. You need effective metrics for both of these essential aspects of delivering customer service.
Find out more about how best to measure these complementary areas of customer service in this video from my LinkedIn Learning course Service Metrics for Customer Service.
Accessibility and quality from Service Metrics for Customer Service by Brad Cleveland