Assume that you have been hired as the new marketing manager for customer service at Goldman Books, which runs an online bookstore that focuses on children's and young adult books. One of your first steps in getting up to speed is to fully understand how well Goldman is performing in customer service. In order to do this, you need to have an understanding of several important customer service metrics.

Anything a company does that directly touches the customer falls under the realm of customer service. Customer service involves all of the activities a firm engages in to satisfy the needs and wants of its customers. How do companies know if they are doing a good job servicing their customer? Primarily, they do so by establishing performance measurements, also known as metrics, which tie to the four objectives of customer service:

Deliver the good or service completely and in a timely manner.

Ensure that the process for taking and fulfilling customer orders is reliable.

Establish convenient customer communication channels.

Encourage ease of doing business, so that the customer finds it convenient and pleasant to deal with the firm.

Match each description to the appropriate customer service metric.

Order cycle time On$-$time delivery Perfect order rate Line fill rate Fill rate Dollar fill rate