Creating and Interpreting the Metrics Report Card

Martin Klubeck

Chapter Chapter 9 in Metrics, 2011, pp 171-210 from Springer

Abstract: Abstract I struggled for a long time trying to decide how to introduce the Report Card to you. I debated if I should present it as another tool (like the Answer Key), or offer it as a methodology. What I settled on was to offer it as a real-life example of how metrics, when used within the constructs I’ve offered, can evolve and take shape.

Keywords: Service Provider; Customer Satisfaction; Report Card; Annual Survey; Customer Base (search for similar items in EconPapers)
Date: 2011
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DOI: 10.1007/978-1-4302-3727-3_9

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