Which customer experience aspect is measured by the average handling time?

The aspect of customer experience measured by average handling time is primarily linked to operational performance. Average handling time quantifies how long it takes to resolve a customer's issue or complete a service request. This metric gives insights into efficiency and effectiveness in service delivery, impacting the overall operational performance of a service organization.

Operational performance encompasses various elements, such as productivity, process efficiency, and the quality of service delivery. By analyzing average handling time, organizations can identify areas for improvement, optimize resource allocation, and enhance the overall customer experience by ensuring that services are delivered swiftly. Consequently, reducing average handling time often leads to improved satisfaction levels, as customers feel their needs are met more promptly and efficiently.

In contrast, functional experience relates to the usability and functionality of the service or product offered, while emotional experience deals with the feelings and perceptions customers have during their interactions. Satisfaction levels capture the customers' overall contentment but are influenced more by operational metrics like average handling time rather than being directly measured by it. Therefore, understanding average handling time sheds light on operational performance, making it the key aspect linked to this measure.