Which of the following is an example of a well-written performance standard?
A) Credits on product returns will be posted within a reasonable amount of time of their receipt.
B) Ninety-eight percent of online customer inquiries will be answered live within five minutes of their receipt.
C) At least half of customer complaints will receive first-call resolution status.
D) CSRs with an excellent record of customer satisfaction may receive a raise.

Question

Quizplus · Accepted Answer

This performance standard is specific, measurable, and achievable, with a clear target of answering 98% of customer inquiries live within five minutes. This standard also provides a timeframe for measuring performance. The other options are either too vague (A, D) or do not provide a specific and measurable target (C).

Which of the Following Is an Example of a Well-Written