How can a company measure the effectiveness of their "Customer Service Superstar" program in terms of both employee performance and customer satisfaction?

To measure the effectiveness of the "Customer Service Superstar" program in terms of employee performance, a company can track key performance indicators such as average handling time, customer satisfaction scores, and number of resolved issues. They can also conduct regular performance evaluations and seek feedback from both customers and employees. To measure customer satisfaction, the company can use surveys, feedback forms, and online reviews to gather insights on the quality of service provided by employees participating in the program. Additionally, monitoring customer retention rates and repeat business can also indicate the impact of the program on overall customer satisfaction.