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depend upon the response you receive at the end week, month or year as given the target to you . shows how much you are capable off ..
In my previous company, we use NPS or the NET Promoter Score to determine if our service level is up to standard. This score takes into consideration the promoters (happy customers who are likely to promote us), the passives (happy but may likely switch to another provider) and the detractors (unhappy customers). Though this is more for gauging customer satisfaction, but then again in a customer service industry, service levels are best determined by customer satisfaction & timely response to concerns.
evaluation at the end of the year for the whole staff
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