The metric that would be needed to improve in the customer service metrics would be C. Escalations.
What is Customer Service?
This refers to the means of complaint that users of a product or service can reach out to and get a resolution of conflict with regards to the product or service.
Hence, we can see that based on the given diagram, it is clear that from the monthly goals, escalation is the lowest as it stands at 9%, therefore, it needs to be improved.
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