Customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by

Question

Quizplus · Accepted Answer

Customer contact is measured by the percentage of time the customer must be in the system relative to the total time it takes to provide the service. This is because high-contact systems typically require customers to spend more time physically in the system, while low-contact systems have minimal customer presence. The other options (A, C, and D) do not directly measure customer contact and may be more indicative of other factors such as service volume or staffing requirements.

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