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Customer service metrics measure how satisfied your customers are with the products and services your organization provides. For an insurance business that relies on recurring revenue from existing customers, delivering high quality customer service is essential, especially during sensitive times such as when a customer is submitting a claim. If customers are unhappy with the way they are treated, they may start shopping around for new coverage, which provides your competitors an opportunity to lure them away with a special offer. See also: Customer Retention.