You can find more info on QAC here…
Metrics like “high customer dissatisfaction” or “low failure rate” are defined with respect to the projects/business you are handling.You will have to take a call on defining the metrics.For my kind of business,I might consider a rating of 2/10 a highly dissatisfied customer.
Hope this clarifies.
Hi Sree ram,
find below the ratings as per Industry Standards.hope this helps.
DEGREE OF SEVERITY
LIKELIHOOD OF OCCURRENCE
ABILITY TO DETECT
Customer will not notice the adverse effect or it is insignificant
Likelihood of occurrence is remote
Sure that the potential failure will be found or prevented before…[Read more]
Thanks a lot Kris, it gives me confidence that i am heading in the right direction coz, we are working on CSAT. Our CSATs are based on feedbacks given by customers using IVR options using automated surveys and emails. We just hav a Q on the email format, which asks whether the call to the hlpdesk resolvd their issue. Based on the yes or no answer…[Read more]