To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user's feelings about the service experience are most effective.
[: ITIL 4 recognizes customer satisfaction surveys and ratings as critical tools for measuring user satisfaction and emotional engagement with the service (Drive Stakeholder Value, Section 5.3.4)., Incorrect Options:, A: The number and frequency of user errors can indicate usability issues but does not directly measure emotional satisfaction., B: Customer churn rate measures retention but may not accurately reflect current emotional satisfaction., D: The number of transactions where users used interface help can indicate usability problems but not overall emotional satisfaction., Conclusion:The most effective metric to track emotional satisfaction is the average rating given by users to the service, making option C the correct answer., , ]
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