A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D. Number of services deployed within agreed times.
Answer: Customer satisfaction score is a good metric for measuring the effectiveness of service-level management.
Customer satisfaction score is a good metric for measuring the effectiveness of service-level management because it reflects how well the organization is meeting the needs and expectations of its customers. Service-level management is the process of managing and maintaining service levels to ensure that agreed-upon services are delivered to customers. The goal of service-level management is to ensure that services are delivered efficiently, effectively, and at the expected quality levels.
The success of service-level management can be measured by the degree to which customers are satisfied with the services provided by the organization. The customer satisfaction score is a widely used metric for measuring the level of satisfaction among customers. It is typically measured through surveys or feedback mechanisms, where customers rate their experience with the organization’s services.
A high customer satisfaction score indicates that the organization is meeting or exceeding the expectations of its customers and that service-level management is effective. Conversely, a low customer satisfaction score indicates that there may be issues with the quality or delivery of services, which could be due to ineffective service-level management practices.
Measuring customer satisfaction is an important aspect of service-level management because it helps organizations identify areas for improvement and make necessary changes to better meet the needs and expectations of their customers. By monitoring customer satisfaction, organizations can ensure that their service-level management practices are effective and are contributing to positive customer experiences.