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What frameworks exist for measuring customer service effectiveness beyond simple customer satisfaction metrics?
We rely on overall customer satisfaction scores to measure customer service performance and are looking for a more detailed set of metrics to help identify improvement opportunities.
The RATER model provides a framework for focusing your surveys and other customer feedback in 5 areas that can provide insight into potential issues with Reliability, Assurance (service staff knowledge), Tangibles (physical experience with the service), Empathy, and Responsiveness. We find that using this framework in gathering and organizing our customer feedback enables us to focus on more targeted improvement initiatives.