A service blueprint turns journeys into measurable processes, but only the right KPIs reveal true health. Test your grasp of the latest blueprint metrics guiding service excellence today.
Which KPI measures the percentage of customers finishing a step without staff help?
tax rate
self‑completion rate
ROI
labor hours
Self‑completion gauges success of automation within a blueprint touchpoint.
Time between backstage and front‑stage handoffs is captured by ______ time.
seasonal
billing
opt‑out
transition
Transition time reveals coordination efficiency across swimlanes.
A fall in first‑contact resolution (FCR) often signals blueprint bottlenecks in the ______ lane.
parking
finance
janitorial
support
Support lane issues reduce FCR, prompting deeper process mapping.
Net easy score is a derivative of ______, focusing on perceived effort.
GDP
NPS
CES
TCO
Customer Effort Score underpins the net‑easy calculation.
Service recovery NPS is measured only after ______ events.
IPO
holiday
promotion
failure
It isolates how well the blueprint handles breakdowns.
Lag between promise and actual delivery is tracked as on‑time ______.
leads
accuracy
pixels
refills
Accuracy quantifies blueprint reliability versus commitments.
Voice‑analytics KPIs surfaced a 2025 trend: drop in compassion keywords raised ______ scores.
photosynthesis
churn risk
fuel
interest rates
Less empathy language correlates with higher defection probability.
Digital journey abandonment rate is a leading indicator of ______ pain.
gravity
climate
salary
usability
High abandonment highlights friction on blueprint screens.
Blueprint alignment meetings track percentage of tasks with a clear ______ owner.
color
flavor
continent
lane
Assigning lane ownership prevents responsibility gaps.
Cost‑to‑serve per path is falling due to increased ______ automation.
balloon
fax
workflow
tape
Workflow bots cut manual effort across blueprint steps.
Starter
Starter: Brush up on mapping touchpoints to clear metrics before diving deeper.
Solid
Solid: Nice! Sharpen real‑time KPI dashboards to catch bottlenecks fast.
Expert!
Expert: Excellent! Your metric mastery can optimise sophisticated, multi‑channel blueprints.
