Organizations that are known for excellent service make use of hard measures rather than soft measures.

Question

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Organizations that are known for excellent service make use of both hard and soft measures. Hard measures refer to tangible and measurable metrics such as response time, first call resolution rate, etc. Soft measures refer to intangible metrics such as customer satisfaction, customer loyalty, etc. Both hard and soft measures are necessary to evaluate and improve customer service performance.

Organizations That Are Known for Excellent Service Make Use of Hard