Which metric would help the MOST?

A service provider wants to track if a customer is emotionally satisfied with the service it is providing.

Which metric would help the MOST?
A . Number and frequency of users errors
B . Customers churn rate
C . Average rating given by the users to the service
D . Number of transactions where users used the interface help

View Answer

Answer: C

Explanation:

To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user’s feelings about the service experience are most effective.

Average Rating:

The average rating given by users to the service is a direct indicator of their emotional satisfaction. This metric reflects the users’ overall sentiment and experience with the service, making it the most appropriate for gauging emotional satisfaction.

Reference: ITIL 4 recognizes customer satisfaction surveys and ratings as critical tools for measuring user satisfaction and emotional engagement with the service (Drive Stakeholder Value, Section 5.3.4).

Incorrect Options:

A: The number and frequency of user errors can indicate usability issues but does not directly measure emotional satisfaction.

B: Customer churn rate measures retention but may not accurately reflect current emotional satisfaction.

D: The number of transactions where users used interface help can indicate usability problems but not overall emotional satisfaction.

Conclusion:

The most effective metric to track emotional satisfaction is the average rating given by users to the service, making option C the correct answer.