Average Speed of Answer ASA

Average Speed of Answer (ASA) calculation = Total time waited by customers to reach a customer service operator ÷ Number of calls

Also called Average Seconds to Answer or Average Time to Answer (ATA).

It is part of the customer service ratios.

It measures the average time that has been taken to answer the customers calls.

→ Customer Service dashboard

Total time waited by customers to reach a customer service operator ÷ Number of calls
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Customer loyalty loss

Customer loyalty loss calculation = Total number loyal customers loss ÷ Total number of loyal customers during the period

It is part of the critical sales ratios.

It measures the loss of loyal customer.

→ Sales dashboard

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Average profit per customer

Average profit per customer calculation = Total net profit ÷ total number of customers

It is part of the sales activity ratios.

It measures the average profit got out of each customer.

→ Sales dashboard

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