Customer retention is perhaps the best measure of quality.A service firm's ability to hang on to its customers depends on how consistently it delivers value to them.

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Customer retention is an indicator of a service firm's ability to consistently provide value to its customers. If the customers are satisfied with the quality of service provided by the firm, they are likely to continue doing business with them. Hence, customer retention is an essential metric for measuring the quality of service provided by a firm.

Customer Retention Is Perhaps the Best Measure of Quality