Measuring Service and Driving Customer Satisfaction

I have been very fortunate to work at several companies where there were sophisticated processes to measure customer service and drive enhanced customer satisfaction. At MBNA, there were 14 key metrics that were prominently displayed in high-traffic areas of the office for everyone to see how the company was performing in service. These scores drove frontline and management bonuses, and as I described earlier, they were taken very seriously by the CEO. Above every door at MBNA appeared ...

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