How did the Customer Service Manager at Admiral Casino track team performance?

The Customer Service Manager at Admiral Casino tracked team performance by using KPIs like customer satisfaction scores. This approach is effective because Key Performance Indicators (KPIs) provide measurable values that help gauge how well the customer service team is performing in relation to set objectives. Customer satisfaction scores, in particular, offer direct insights into how customers perceive the service they receive, highlighting areas of success and areas needing improvement.

Utilizing KPIs goes beyond simple metrics like call counts or attendance, as these may not accurately reflect the quality of customer interactions or overall team effectiveness. In contrast, customer satisfaction scores are directly linked to the customer experience, making them a crucial tool for assessing performance and fostering continuous improvement in service delivery.