Multiple choice

The most suitable method of monitoring the effectiveness of customer support would be

  1. printed survey forms to be completed by the customer

  2. comparing performance with agreed targets set in the SLA

  3. electronic survey forms to be completed by the customer

  4. trend analysis of all support calls over a six month period
Reveal answer Fill a bubble to check yourself
B Correct answer
Explanation

Service Level Agreements (SLAs) define the expected performance standards. Comparing actual performance against these targets is the most objective and standard way to measure support effectiveness.

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