General Studies · Performance Measurement

Stark Co provides a call centre service on behalf of a number of retailers. Operatives receive calls from customers who are experiencing problems in operating the products they have bought from the retailers. The managing director is seeking improved customer satisfaction. Customer satisfaction is measured by the number of customers who receive advice which leads to the correct operation of their equipment at the first point of contact. It has been suggested by the human resource manager that an incentive scheme should be introduced. Which of the following targets is the most appropriate measure for the incentive scheme?