Track & measure service excellence: Top 20 customer service KPI

No matter what method you choose, it’s important to focus on the quality of your data and not just the quantity. In other words, don’t just collect feedback for the sake of it—make sure you’re actually using the insights to improve your processes. Interactions per ticket are the average number of actions necessary to close a ticket. This involves the number of times agents joined a conversation, chat transfers, or file uploads. CES focuses on the ease of issue resolution, while CSAT focuses on satisfaction with the overall customer experience. It’s also a good idea to compare your ticket volumes against the total number of visitors or customers.

KPIs measure progress toward specific goals, and metrics gauge the overall business health. But even though KPIs and metrics for customer service are different things, they do have a lot in common. So if your CSAT score is low, then going back to improving your response and resolution times might be worthwhile.

Interactions per ticket

Great customer service allows you to save current customers and acquire new ones. It’s completely OK when their prospects don’t understand how to process the purchase, if  customers want to check their order status, or at least return their order. In all listed situations, they will write or call the support center and ask their questions. Also known as opinion mining, sentiment analysis involves scanning the language a customer uses to see if it skews positive, negative or neutral. Conducted through natural language processing technology, this is a great way for agents to get an immediate read on customers’ emotions and adjust their approach accordingly.

• It is usually measured by dividing the number of customers doing repeated business/purchases by the total number of customers.
• This will let you analyze KPIs across different communication channels.
• Some calls, meanwhile, need the expertise of a different department to be resolved.
• If quick turnaround is important to you and your customers, this might be a perfect KPI to align to your business goals for the year.

Minimizing disruption in a person’s life and requiring minimal effort on their part are the cornerstones of good customer service. CES measures how much effort your customer had to put in to resolving a particular issue or answering a specific question. CES depends on a myriad of factors including time spent, total back-and-forth interactions, and the number of times a person has to reach out. If this is your first year measuring customer service KPIs, be conservative; this is a time for creating your benchmarks. One reliable way to start measuring customer service performance is by using KPIs, or key performance indicators. If this isn’t a term you’ve heard before, or even if you need a refresher in customer support KPIs, we’ll get you up to speed.

Not Measuring the Right Customer Service KPI Goals

Metrics and KPIs give you the facts and figures to work with and continually improve on. As such, in the case of employee onboarding, a study by SilkRoad indicates that 70% of organizations regard employee retention as their top onboarding KPI. This means prioritizing employee retention for onboarding is the industry standard, and improving it, along with employee engagement, will likely earn your company dividends. The same rationale of applying KPIs follows for other company departments and activities. Gauging business performance isn’t as skin deep as simply viewing the results and then calling it a day. After all, organizations are composed of customer-facing units departments, each with its own sphere of activities that affect the outcomes of operations.

Gauging their return rate post-issue gives insights into the effectiveness and lasting impression of the resolutions provided. It shouldn’t surprise you that improving your customer service can yield serious results for your organization. Good metrics mean enhanced customer loyalty, lower service costs, and increased revenue from retention and upselling.

#9 Average Response Time

You can transform your business into a support powerhouse with internal customer service and boost your employee engagement. But, if you do not know the channels from where the customers are reaching out to you, it becomes haphazard. So, measuring these channels to evaluate the performance individually is very important. You can easily calculate it by dividing the total support costs by the number of issues. You will get to know how much individual support costs to your business.

Pay careful attention to low scores and follow-up to determine why customers are dissatisfied. It’s also full of a host of touchpoints that affect customer experience…. The Ascent Group shows that 60% of companies that measure FCR for 1+ year report a 1 to 30% improvement in their performance. Adopting AI technology to help you respond to tickets can lower your cost per resolution. Net Promoter Score looks at how likely it is that your customer will recommend your brand or business to others.

Although fast response times are preferred, response quality should not be sacrificed for speed. Don’t respond with a generic, cookie-cutter support email—use some personality and personalization. With a basic understanding of KPIs and why you should track them, let’s look at the top 12 KPIs support teams should track across three core categories.

The software solution helps assess customer satisfaction through its detailed rating feature that can be enabled on chats, tickets, and even help articles. With the rating system alone, you will be able to get a general idea of your team’s and team members’ performance when it comes to how they handle the customers’ concerns. ProProfs Help Desk also enables you to create feedback forms and surveys to gather more information from your customers regarding the customer support they are getting. Customer support software ProProfs Help Desk is an award-winning ticketing system designed to help support teams provide fast, efficient, and quality customer service for free.

✔ See different templates & designs ✔ Track the right support KPIs for a great customer experience

A high churn rate might indicate that something is wrong with your product, pricing, or customer service. It can also be a sign that you’re not acquiring new customers fast enough to offset the ones who are leaving. It’s important to note that customer satisfaction is different from customer loyalty. Customer satisfaction is focused on the quality of the customer service experience, while customer loyalty takes into account other factors such as product quality, price, and brand image.

The more times they abandon a call or reject a sales offer, the more likely they will be removed since they don’t show any interest in the company’s services. However, each successful first call indicates the efficiency and good performance of an outbound team. Conversion rate determines the number of leads converted over the total number of leads generated in a single period.

This way you can get magnificent insights, resolve the problem, and maybe reactivate lost users. Now, let’s find out which KPIs we can use to measure the support team’s efficiency and how to improve this. As we highlight the main ways to measure customer service success, remember that the best way is really a holistic approach. When considering how to assess customer service at your company, you will quickly realize that there are quite a few different factors that you could measure. It might also become apparent that focusing on just one area at a time will leave major blind spots.

Customer satisfaction rate (CSAT) is the most popular way to measure a team’s customer service. This indicates how satisfied customers are with their service, if the agents approached them well, and if their issues are resolved at the end of their transaction. Good customer service teams are essential for any business to offer solid customer support and maintain customer loyalty. They offer initial responses regarding customer complaints and inquiries through different communication channels. Our Freshdesk reviews gave this award-winning help desk software high marks on the strength of its ease-of-use and robust features. It is usually measured by dividing the number of customers doing repeated business/purchases by the total number of customers.

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• Meeting modern customer expectations is getting harder to do; people expect quick, convenient high-quality resolutions on their terms.
• Plus, to really make KPIs count, the data must be used to assess performance and drive action.
• Salesforce Service Cloud can help companies deliver customer service in a fast, smart, and personalized way.