How would you measure quality for a team that helps customers using social media?

I manage a social media support group in my organization and need to implement a quality measurement program. I have a general idea of how to go about this however I would appreciate any thoughts or comments on the subject.  I'd like to ensure I've covered all my bases.

Thanks !


mattpalmer's picture

This is pretty close to exactly the situation covered in the third part of "How to set annual goals", which is universally referred to as "John and the gate guard" because it's essentially just that story.

ammiiirrrr's picture

thanks for  this, I appreciate it!