Definition: Customer satisfaction is a measure of how well a product, service, or overall experience meets or exceeds the expectations and needs of customers. It indicates the level of contentment or happiness customers have with their interactions, purchases, or ongoing relationships with a business. Measurement: Customer satisfaction can be assessed through various methods, including surveys, […]
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A term used to represent various incremental time periods in which business-related activities are accomplished. These may include SLA, TAT, intervals and other time units. Acronymn/ Synonym: Cycle Times
The arranging of selected KPIs into performance reports aimed at guiding efforts towards specific business objects. Dashboards help to minimize blindspots and realign focus to areas of opportunity that may be present or emerging. Acronym/ Synonyms: Performance Reports
Any quality error detected in a service provided or good produced. Defects may vary in impact and visibility. An occurrence may not render the product or service defective and may even go unnoticed by the customer or client. However, each instance of defect is a process failure requiring a remedial process. Acronyms/ Synonyms:
Transactions where customers are not actively engaged while assistance is being provided. These include emails, back-office work, social media responses, and callbacks. They have created a request and will until the turnaround time for the result. This allows the service provider to prioritize completion based on due dates. Acronyms/ Synonyms: Deferred Interactions
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Elements of a product, service, or arrangement that are pleasant surprises for the end-user. As these unexpected, their absence would have caused dissatisfaction or necessary for satisfaction. Delighters differentiate experiences and create end-user loyalty over the long run. Acronym/ Synonyms: Delighter
The process of tangible assets losing their value and usefulness over time. In anticipation of this, the replacement costs are accrued over the lifespan of the asset. This ensures these can be replaced once they are no longer functional. Acronym/ Synonyms:
Elements of product, service or arrangement that are must haves or minimum requirements. Dissatisfiers operate as hygiene factors that must be cared for before end-user experiences can start or continue. Acronym/ Synonym: Dissatisfier
Employees earning twice their normal rates as compensation for agreeing to work on public holidays or 7 consecutive days without taking any complete days off. For example, $100 per regular hour is paid at $200 per hour in double-time compensation. This is a legal requirement of companies, who may find paying this higher rate a
The process of resolving customer queries on the first interaction, ideally by the first agent. Once the customer accepts a resolution and terminates the interaction, there should not be a need for them to reengage on the same issue, usually within a defined period. Acronyms/ Synonyms: FCR
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