EXAMPLE 2.41
Which customer service representative is better? A customer service center has a goal of resolving customer questions in 10 minutes or less. Here are the records for two representatives:
144
| Representative | ||
|---|---|---|
| Goal met | Alexis | Peyton |
| Yes | 172 | 118 |
| No | 28 | 82 |
| Total | 200 | 200 |
Alexis has met the goal 172 times out of 200, a success rate of 86%. For Peyton, the success rate is 118 out of 200, or 59%. Alexis clearly has the better success rate.