The principal indicators of quality in customer service are as follows::

 

Order Entry Accuracy =
orders entered exactly as specified by the customer

total orders entered

 

Order Status Communication Accuracy =

orders for which order status is communicated correctly

total orders with status communication requests

Invoice Accuracy =

invoices with perfect match of items, quantities, prices, and totals

total invoices

Customer Retention Rate
The portion of customers not lost during a given period of time. Customer escalation rate is the portion of customers increasing their business with us during a given period of time.

 

Customer Satisfaction Index

The ratio of the number of customers saying they would recommend or strongly recommend your product/service to the number of customers who say they would not.