Customer service coefficient measures the effectiveness of customer service efforts. It quantifies the level of customer satisfaction and loyalty based on interactions with retail employees.
The coefficient takes into account factors like responsiveness, problem resolution, product knowledge, and overall customer experience. A high coefficient suggests excellent customer service, resulting in increased customer loyalty, repeat purchases, and positive word-of-mouth. It reflects a company’s ability to meet and exceed customer expectations, fostering long-term relationships and driving business growth. By continuously monitoring and improving this coefficient, retailers can enhance customer satisfaction, strengthen their brand reputation, and gain a competitive edge in the market.