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Different ways to know whether the consumer is satisfied include post-purchase and post-support surveys, enclosures in the monthly invoice, follow-up phone calls, and quarterly or annual surveys. Unless one measures a part of their service delivery they miss out an opportunity to grow. Different metrics used in different metrics include service level metric, where call centers, support and service desks are used for Holy Grail, and product delivery and project implement, on time preference is used for shipping operations. Then there is customer retention where utilization indicates customer’s dedication in Saas business and monitoring does that in non Saas business. Then there is response time which is the only way where companies can communicate their sense of urgency and concern for their customers and get feedback on their products. Next metric is time with consumers where instead of short and quick calls companies choose benchmarks for call duration and general time with the customer in relation to the goal of first call resolution. Next is churn, which is the best method to understand why a company loses business through follow up mails and calls. Read more at: http://managementhelp.org/customers/service.htm#feedback |