{"id":827,"date":"2023-01-12T22:17:43","date_gmt":"2023-01-12T22:17:43","guid":{"rendered":"https:\/\/webresources-uat.com\/nchrp1918\/?page_id=827"},"modified":"2023-01-12T22:17:43","modified_gmt":"2023-01-12T22:17:43","slug":"53-monitor-customer-service-performance","status":"publish","type":"page","link":"https:\/\/crp.trb.org\/nchrpwebresource2\/ongoing-operations\/53-monitor-customer-service-performance\/","title":{"rendered":"(53) Monitor Customer Service Performance"},"content":{"rendered":"\n
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RESEARCH AND PLANNING<\/a>  |   SETUP<\/a>  |   ONGOING OPERATIONS<\/a>  | TRANSITIONING AND GROWING<\/a><\/div><\/div>\n \n
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Monitor Customer Service Performance (53)<\/h1>\n \n

Description:<\/strong><\/h3> \n\n

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Monitor customer service performance data to ensure that good customer service is being provided. This process involves reviewing customer service metrics reported by each vendor that is providing customer service, which may potentially include the state itself. This process also incorporates customer surveys to gather feedback on the customer experience. <\/p> \n\n

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Details:<\/strong><\/h3>\n

Customer service metrics being reported should be specified in contracts with vendors. Typical metrics include, at a minimum, the following:\n <\/p>