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Originally Posted by Artashes
The questions is - how do you measure customer satisfaction? Is it based on customer retention rate? Number of support tickets? Number of positive feedback received? etc
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I think I would mainly consider two items:
1) Repeat tickets - are customers contacting support/billing for the same issues over and over?
2) After ticket comments. What does the customer say after the technician has solved the issue? Do they take the extra 30seconds - 1minute to type out more than just a "Thank you"? Do they even type out a "Thank you" or do they just take the ticket as solved and the issue as closed and continue about their day?