A new manager wants to test assumptions about customer service improvements. What technique would be best?

The best technique for testing assumptions about customer service improvements is Percent Change Analysis. This method allows the manager to measure changes quantitatively by comparing metrics before and after implementing a strategy or change. By analyzing the percentage change in key performance indicators such as customer satisfaction scores, response times, or service efficiency, the manager can objectively assess the effectiveness of the improvements made.

Percent Change Analysis provides clear numerical data that can illustrate the impact of various customer service initiatives, helping the manager make informed decisions based on actual performance shifts rather than subjective impressions. Additionally, it offers a straightforward way to communicate outcomes to other stakeholders by presenting measurable improvements in a format that is widely understood.