MARKTONE BUSINESS
Define the measure. Then evaluate the result.
The measures below explain how to evaluate a service. They are not published customer results, promises or benchmarks.
- First-contact resolution · FCR
- Resolved at the first contact ÷ eligible contacts. Agree what “resolved” means, repeat-contact window and exclusions before comparing periods.
- Customer satisfaction · CSAT
- Satisfied survey responses ÷ valid responses. Report the question, scale, sample size and response rate; non-responders are not assumed satisfied.
- First response time
- Elapsed time from receipt to the first human response, by channel. Specify operating-hour or clock-time measurement and report the median and tail.
ILLUSTRATIVE FORMAT · NO CLIENT DATA
Weekly operations review
A blank format showing the report structure; no fabricated performance figures or results.
| Measure | Period & source | Result | Action & owner |
|---|---|---|---|
| Contact volume by channel | Complete from agreed source | Not supplied | Set after review |
| Unresolved & escalated cases | Complete from agreed source | Not supplied | Set after review |
| FCR / CSAT / response time | Complete from agreed source | Not supplied | Set after review |
What makes a case study useful?
Any future case needs client permission and confirmation that its data can be used, including anonymised cases. No customer case or profit-growth claim is presented here.
- The challenge and operating context.
- Scope, channels, period and team size.
- Baseline, metric definition and comparable periods.
- Results, data sources, sample size and limitations.
- Client approval and permitted publication detail.
Let’s define the service you need.
Share your channels, contact volumes and required coverage days.