What metric measures customer satisfaction with service request management?

The metric that measures customer satisfaction with service request management is the Customer Satisfaction Score (CSAT). This score is typically derived from customer feedback collected through surveys after a service interaction or the resolution of a service request.

CSAT is critical because it provides direct insights into how well the service request process meets customer expectations, allowing organizations to assess the effectiveness of their support services. A high CSAT indicates that customers feel their needs are being met satisfactorily, while a low score can signal areas that require improvement. This metric helps organizations identify trends over time, understand customer perceptions, and ultimately enhance the overall service quality.

In contrast, quality monitoring focuses on evaluating the performance of support agents or processes through predefined standards, but it does not directly convey customer sentiment. Service requests refer to the volume of requests being handled, which doesn't provide insight into satisfaction levels. Response time reflects the efficiency of the service team in addressing requests but does not gauge how satisfied customers are with the outcome of those interactions.