Customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by:
A) the percentage of a service provider's workday spent with customers.
B) the percentage of time a customer must be in the system relative to the total time it takes to provide a service.
C) the number of service encounters occurring in a given span of time.
D) the number of different service providers required to serve one customer.

Question

Quizplus · Accepted Answer

Customer contact is measured by the percentage of time a customer must be in the system relative to the total time it takes to provide a service. This is because the amount of time a customer spends in a system is directly related to the amount of contact they will have with service providers. The higher the percentage of time a customer must spend in the system, the higher the contact, and vice versa.

Customer Contact, for the Purpose of Classifying a System as Being