I am with a State Government agency in the USA. We have formed a CS team where we have an initiative started to measure the performance of our customer service. We need anyone's help that can provide it on what performance measurements you have used in the past (or using now), what has been successful (and failure), etc.

Should the customer service measurements be based off of the organization's strategic goals? If so can you give me an example?

Performance measurements should indeed be based on the goals of the organization. If not done, the service function cannot focus its outcomes on assiting reaching those goals. I am unsure without information regarding the nature of your business, what suggestions to make or thoughts to share.

If you wish, I am okay with a call from you to discuss measurements and how we use them in our credit union operation. My phone is 952-738-7460.