Customer contact is measured by the percentage of time the customer must be in the service-delivery system relative to the total time it takes to provide the service.

Question

Quizplus · Accepted Answer

Customer contact refers to the interaction between the customer and the service system. It can be measured as a percentage of the total service delivery time, which includes both the time the customer is actively involved in the service process and the time the customer is waiting for the service to be delivered. Therefore, the statement is true.

Customer Contact Is Measured by the Percentage of Time the Customer