Measuring goals and objectives for service industries may require developing metrics for service. Which of the following would be considered a service metric?

Question

Quizplus · Accepted Answer

A wait time on the phone of less than 15 seconds would be considered a service metric because it minimizes the variation or the standard deviation so the customer can expect service that does not vary from operator to operator, thus ensuring a more positive experience. The copy job, cereal processing, and frozen dinner cook time are examples of product metrics.

Measuring Goals and Objectives for Service Industries May Require Developing