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
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.