Which metrics are categorized as Objective in a customer review meeting?

The correct answer focuses on metrics that provide measurable and definitive data points, often referred to as "Objective" metrics. In a customer review meeting, metrics classified as objective offer a clear and quantifiable assessment of the customer’s relationship with the service or product.

The number of escalations directly reflects the frequency of issues that customers face, providing insight into product reliability and service performance. The retention rate reveals the percentage of customers who continue to use the service over a certain period, which is a crucial indicator of customer loyalty and satisfaction. Open service tickets indicate pending customer concerns that require resolution, providing measurable insights into the service team’s effectiveness and customer experience. These metrics are essential for understanding concrete aspects of the customer relationship, enabling data-driven discussions during review meetings.

In contrast, subjective metrics, such as customer satisfaction ratings or perceived value, provide insights based on customer feelings or opinions, which can vary widely and are not easily quantifiable. Other choices include metrics such as market share and product reviews, which may be influenced by external factors, making them less straightforward for internal assessments. Sales growth and team performance, while important, can also be influenced by factors outside the customer's direct experience and might not fully capture the state of the customer relationship. Therefore, focusing on the