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

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

The Social Security Administration says it has cut the time it takes to answer calls and reduced a backlog of disability claims as part of its “efforts to improve customer service while handling ...

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 ...

Beyond these metrics, there’s customer sentiment — how and why customers feel about a product, service or organization. Real-time insights into public perception and trends come from frequent ...

2. Call Answer Rate. One critical metric we always look at is our call answer rate, especially in our busy season. We are more than a software company, we are a customer service company first.

Below, seven members of Business Journals Leadership Trust offer tried-and-true tips for measuring ROI metrics for customer service and sharing them with stakeholders. 1.

Enlisted below are 12 field service metrics that are useful in such contexts, enabling the service managers to get actionable insight into team and business performance. Service Request Volume ; ...

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 ...

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 ...

Avangrid, Inc., a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its operating companies in Maine, New York and ...

The company was fined $11.4 million. (WBNG) -- NYSEG has been fined $11.4 million for failing to achieve its annual customer service target for 2023.