25 Customer Service Metrics & KPIs + How to Track Them
If you find an agent that is always closing too few tickets, it may be time to let them go, unfortunately. How frequently your brand is mentioned on social media is a critical metric to track if you want to provide incredible support and get on top of PR disasters. You should have a good benchmark for how often your brand is mentioned per day and per week. If the number spikes, then one of your products might have gone viral, or you’ve got a PR nightmare happening. Of course, “effort” is subjective and highly dependent on the individual customer and their expectations. If you use Gorgias, you’ll see your support performance score over time, plus a breakdown of each metric that makes up your score.
When you measure this customer service metric over time and analyze how your trend is – if the percentage is unusually high. As we just mentioned, tracking a full suite of customer support metrics can also help you find specific areas of improvement. If you don’t keep track of many customer support metrics, you’ll only have extremely high-level impressions and small samples of customer feedback to paint a picture of your strengths and weaknesses. Net Promoter Score (NPS) is one of the most important customer service metrics that measure customer satisfaction and loyalty. It’s based on users’ willingness to recommend your business to other people on a scale of 0-10. Customer retention rate (CRR) measures the percentage of customers who continue to do business with a company over a specified time period.
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You may find certain patterns emerge that might correlate with higher average CSAT scores among top-performing agents, while less experienced agents might hold a lower average CSAT score. Companies like AmplifAI leverage AI to spot these patterns and train call center agents to be more like their top-performing counterparts. While monitoring all these KPIs can become overwhelming, especially for small businesses, programs like Plectoare effective for keeping track of KPIs. Plecto is an engagement and motivation platform that enables companies to build custom KPIs while providing real-time reports, contests, and achievements for their staff.
By tracking these numbers, businesses can identify areas of improvement and take steps to optimize the customer experience. Measuring and monitoring these KPIs give you valuable insights into the health of your business. Some include high customer satisfaction scores, low average resolution times, high customer retention rates, and how your internal CX benchmarks measure up to your performance. However, some businesses broaden the term to include customer support, customer service, or customer advocacy teams. The first call resolution rate is one of the most important customer service performance metrics to track.
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But don’t take our word for it, try it yourself with this free 30-day trial. If it’s too high, it might indicate that a certain element of your product needs more resources (think knowledge bases or content resources) or you might need kpi for support team to fine-tune your product more. If you plan to monitor the KPIs for an inbound call center, there are a few classic metrics to keep in mind. It’s all about the KPIs you decide to measure—both on an individual and a team level.
For example, a chatbot can collect key customer information upfront and then route the conversation to the right person to help. See the Zendesk help desk in action to learn how it can help you track, measure, and improve your metrics. Grant Aldrich of Online Degree says, “By measuring CSAT scores, you can assess how customers feel after every interaction with an agent. Product improvement is the process of making meaningful product changes that result in new customers or increased benefits for existing customers.