Gartner Research

The Four Buckets of Consumer Products Customer Service Metrics

Published: 28 January 2016

ID: G00296409

Analyst(s): Chris Poole


Customer service/logistics leaders in CP companies understand the need for a comprehensive way to measure their customer service. They often struggle with choosing the best metrics and setting consistent definitions. This research sets out a structured approach to track customer service performance.

Table Of Contents
  • Key Challenges



  • Bucket No. 1: Basic Service Output Metrics
    • Common Metrics
  • Bucket No. 2: Service Process Efficiency Metrics
    • Common Metrics
  • Bucket No. 3: Customer Service Center Effectiveness Metrics
    • Common Metrics
  • Bucket No. 4: Voice of the Customer Metrics
    • Common Questions

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