15 Customer Service KPI Metrics to Grow

Top 5 Customer Support Metrics You Should Track

The Golden Metrics: 5 KPIs Every Customer Support Leader Should Keep an Eye On

These would be things like upsells and cross-sells, loyalty programs, and add-on purchases that are made by customers on a one-off basis. You could also hold a “customer day.” Invite some folks to your office or headquarters for lunch or a meeting, and talk Note their facial expressions and body language when they reflect on the service they receive and how they would improve their experience. And only 19% of all those ratings have a comment in addition to the score.

The same rationale of applying KPIs follows for other company departments and activities. This score isn’t enough to tell you what you need to do to improve or where, which is why you measure it in conjunction with many of the other KPIs we’ve reviewed so far. Combining this metric with other Key Performance Indicators can help you strategize and strengthen your org. KPIs should be measured because they help set goals that are strategically aligned with everyone involved. They’re your way of knowing your team can accomplish whatever objective is in place.

How KPIs can improve customer service

These survey responses are then averaged and used to assess the customer support team’s performance. One last customer service team metric you should consider tracking is Occupancy. Occupancy tells you the amount of time your customer service representatives spend actively working on tickets and interacting with customers to meet their support needs. Average Handle Time is important because it helps you assess agent efficiency as well as the customer service organization as a whole. According to Zendesk, 66% of customers still typically resolve their issues with a company via telephone, making AHT a valuable metric for support organizations.

To create a good average resolution time, you need the resources to respond to customers. Think of “average resolution time” as a good measure of the overall health of the entire customer support systems you have in place. That’s why the most effective way to measure your support metrics — and then improve on them — is through customer service automation software.

Five useful customer success metrics

The Ascent Group shows that 60% of companies that measure FCR for one year or more report a one to 30% improvement in their performance. Metrics help you stay on top of what’s going on in your business and make sure that when issues arise, they’re addressed quickly. They can also help prevent problems before they happen by identifying where there might be opportunities for improvement.

Or you could increase the amount of work on your agents, but that usually creates churn. Research shows that customer loyalty is directly related to the amount of effort customers need to put in to interact with your organization. Whether it’s effort in trying to communicate with you for support or the effort required to obtain your product or service, the amount needed to put in affects how often someone wants to come back to you. When it comes to measuring this metric, organizations tend to do so by directly asking customers to rate their satisfaction after communicating with a team member via email, phone, or chat. You’ll need to keep in mind that companies that have effective help centers and knowledge bases accessible to customers will also see different numbers.

The process of calculating this one is slightly less straightforward than the other metrics we have talked about, but with a good email service you can do it without breaking a sweat. Ticket volume is the number of customer support requests a team receives over a given period. While no volume is objectively good or bad, knowing how many tickets you’re getting helps teams spot trends in customer service demands. And many organizations view customer support teams as responsible for keeping CRR up — agents need to ask why customers want to leave and make the necessary adjustments to get shoppers to stay. ART doesn’t just measure how efficient your customer service agents are.

The Golden Metrics: 5 KPIs Every Customer Support Leader Should Keep an Eye On

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