Answer :
- Gather customer experience and service level metrics
Explanation :
“In order to ensure that the customer and users are satisfied with the
service, and the whole customer journey, the service provider should measure and
track customer experience, perform customer satisfaction surveys, and request and
process feedback from service consumers", and "The customer satisfaction index is
a good place to track and assess customer experience. However, without
supporting metrics it may be hard to perform further analyses of root causes: for
example, in case of declining customer satisfaction level. Service level metrics can
be a great help for this analysis. The combined set of experience and satisfaction
metrics and service level and resource performance metrics gives an opportunity for
service providers to investigate deviations and enable continual improvement."