Abby Gale Services understands the importance of hiring qualified staff to help run its credit-counselling company. Abby Gale is developing a balanced scorecard to help determine the effectiveness of its human resource management practices. Management at Abby Gale is particularly concerned about whether its employees are delivering customer value.

Develop 10 metrics that could be used on the balanced scorecard of Abby Gale Services to help ensure that its employees are delivering customer value.