Measuring and Improving Service Performance

Understand essential service metrics like CSAT, NPS, CES, FCR, and response times. Learn how to track what truly matters and avoid vanity data that misleads.

Explore how to collect, analyze, and act on customer feedback from surveys, reviews, and conversations—turning insight into action.

Learn how to create a culture of ongoing refinement using small, consistent changes. We’ll explore root cause analysis, process mapping, and service reviews as tools for growth.

Discover tools and platforms that enhance performance—like CRM systems, chat analytics, QA dashboards, and AI-powered insights. Learn how to use technology to support human excellence.

Welcome to this hands-on workshop! In this activity, you'll actively develop practical service standards for a real-world scenario. Get ready to transform abstract ideas into concrete actions that enhance customer experience. Follow the steps below, and use the provided prompts and templates to guide your progress.