Customer Satisfaction Standards Clause Samples

Customer Satisfaction Standards. 1. Contractor guarantees a 90% customer satisfaction rating among all participants surveyed as measured by an independent third party surveyor, based on a mutually agreed-upon survey instrument. $##### per point below 90% as surveyed, paid annually. 2. Contractor guarantees a 95% or better response rate within one business day to customer service disputes. $##### per percentage point below 95% for documented occurrences of failure to respond to customer service disputes within one day, to be measured and paid quarterly. 3. Contractor guarantees 90% of all customer service calls will be answered within 30 seconds with an abandonment rate of 5% or less, based on quarterly reports from the call center. $##### per percentage point below 90% for customer service call answer time, $#### per percentage point above 5% for calls abandoned, to be measured and paid quarterly.