Abandon Call Average Handle Time Customer Care Surveys 
Global Response
DECEMBER 2, 2022
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Average handle time.
Pointillist
JANUARY 25, 2019
Companies who use this scoring model can apply this formula to calculate CES: Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is a very commonly used CX metric to determine how satisfied customers are with your company’s products or services. CSAT is measured at the end of a customer survey, using a five-point scale.
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