Five Key Metrics That Impact Customer Experience

“You don’t have to be a mathematician to have a feel for numbers.” – John Forbes Nash Jr.

There are many metrics that the Star Breakdown Service (SBS) team monitors on a daily basis and these include both internal and external performance indicators. While it is true that all SBS metrics are important, only some of these directly impact customer experience and, for that reason, they are crucial. These five metrics are queue time, dispatch time, vendor ETA/arrival time, driver downtime, and customer feedback. They are closely monitored to define success, analyze opportunities and continue to improve the customer journey with SBS. 

We recently sat down with SBS Director Byron Lay to discuss these five key metrics and how they help the SBS team drive customer experience. Learn more by checking out the video below.




1. Queue Time

Queue time is the length of time it takes for a person to be attended once they call into SBS. The goal is to always maintain excellence and never to keep a customer waiting on hold for long. SBS’s promise is that 90 percent of inbound calls will be answered in 60 seconds or less.

SBS’s average queue time today is 11 seconds.

2. Dispatch Time

Dispatch time is the length of time it takes for incident coordinators to secure and assign a vendor to an over-the-road breakdown event. With over 10,000 vendors in SBS’s national network, this doesn’t take long. The sooner a vendor is confirmed and dispatched, the sooner the driver can be up and rolling.

3. Vendor ETA/Arrival Time

This metric is complex in that it is measured by taking the ETA promised by the vendor at the time of dispatch and comparing it to the exact time the technicians arrive on site. The industry ETA standard is 60–90 minutes.

SBS holds all vendors accountable for their ETA promise and communicates to the customer any delays in arrival. While the goal is to always avoid any delays, unforeseen circumstances such as traffic and weather could impact arrival time. 

4. Downtime

Downtime is the total amount of time a unit is down or out-of-service. To the SBS team, this is the most important metric that impacts the customer experience. All the metrics mentioned above impact driver downtime—which in turn impacts delivery schedules.

 The rule of thumb? Shorter downtimes = happy drivers + happy customers.

5. Customer Feedback

Customer feedback is the last piece of the puzzle. This metric is fundamental to SBS because it helps improve processes and products, create a more meaningful experience for customers, and recognize opportunities within the organization.

To learn more about SBS, click HERE.