Measuring the Service Provided by Your Frontline People


Your People are Essential to Great Customer Experiences

Are you measuring the service provided by your frontline people? FranklinCovey’s process gathers statistically reliable feedback so you can manage your people to serve customers better.

To learn more about our trustworthy customer service metrics, please click here.

About the Author

Sandy Rogers

Sandy Rogers leads FranklinCovey’s Loyalty Practice. He was previously Senior Vice President at Enterprise Rent-A-Car. During his 14 years there, Sandy managed the turnaround of the London, England operation and led the teams that developed Enterprise’s marketing strategy and system for improving customer service across all branches. Before Enterprise, Sandy worked in marketing at Apple Computer and at P&G. He is graduate of Duke and Harvard Business School.

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