The success of an organization depends on how promptly it is able to resolve the complaints raised by its customers and providing them a satisfactory experience. Here, the level of customer satisfaction is determined by the skills of the employees within the organization. And, employees’ skill in handling the issues is contingent on how much they are able to learn from their own experiences during the interactions with the customers. This, in turn, requires an appropriate feedback mechanism to keep them updated with the areas requiring improvements. And more importantly, this mechanism must be based on the precise metric.