The Social Security Administration has come under fire for AI phone glitches, long call times and website outages.

Getting better data is essential to continued oversight, Sen. Elizabeth Warren, D-Mass., told reporters Wednesday.

The customer service team perceives they have little visibility into potential and ongoing issues, often relying on customers themselves to fill them in. One of the worst-case scenarios is the ...

To overcome this, it is necessary to choose the right customer experience (CX) metrics. Part of this means that you need to choose data and performance calculations that are critical to your ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond.

Customer service organizations have been grappling with how to measure success forever, and we’ve seen frequent swings between the dominance of efficiency metrics, such as service level, average ...

Below are some key executive metrics for customer experience and why they are important:. 1. Baseline Data . The data used to benchmark or compare your results. This is typically data from the end ...

Set customer service metrics, whether that's an increase in Net Promoter Score or a decrease in complaints. Continue to monitor and track positive performance over time.

While tactical customer service measures are typically managed by a single company department, strategic customer service innovations — that is, those that reflect what the customer is actually ...

The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a ...