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1st October 2014
According to our poll, industry professionals believe that customer satisfaction to be the best metric, with 39% of participants choosing this option.
Poll – “What Do You Think is the Best Metric?” – answers
NetPromoter Score – 18%
Customer Effort – 8%
First Contact Resolution – 16%
Average Handling Time – 2%
NetEasy Score – 2%
Quality Scores – 6%
Sales Volume – 3%
Service Level – 4%
Agent Satisfaction – 3%
Customer Satisfaction – 39%
Source: Call Centre Helper website reader poll Votes: 185 Started: 16 Apr 2014
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
