Measuring the efficiency of your customer service efforts might be challenging. This is where customer metrics come into play.
The right set of metrics and KPIs that measure performance, productivity, and quality can provide valuable insights into how well your support processes meet customers’ needs. Moreover, they can help to get a clear view of your support team’s strengths and weaknesses. Thus, give a better understanding of improvement areas.
Below is an overview of customer service and support metrics. Your organization can track these to help you optimize the performance of your support operations. Thus, improve the overall customer service quality.
Customer Service Metrics To Measure
Customer Experience Metrics
Net Promoter Score (NPS) measures customer loyalty. Moreover, it shows the extent to which customers are willing to recommend a business to a friend or colleague.
Customer Satisfaction Score (CSAT) is a metric that tracks customer satisfaction with a business, purchase, or interaction.
Customer Effort Score (CES) measures how easy it is for a customer to do business with you. Such as making a purchase, resolving an issue, interacting with a company/product, etc.
Internal Quality Score (IQS) rates customer conversations from your own perspective. Unlike CSAT and NPS, that present customers’ points of view.
Customer engagement tracks how engaged customers are by measuring how often they communicate with the brand. For instance, the frequency of website visits, social media interactions, etc.
Customer churn rate reflects how many customers stopped doing business with a company over a certain period of time.
Customer retention rate reveals the percentage of customers a company has retained over a given time period.
Referral rate measures the number of customers coming into a business from a specified referral program.
Customer Lifetime Value (CLV) represents the total amount of money a customer is expected to spend. For example, in a business, or on its products over the whole period of their relationship.
Operational and Agent Performance Metrics
Open cases show the number of customers who are currently waiting for a response.
Request volume is the total number of customer requests including tickets, phone calls, chats, and conversations on social media.
Contact volume by channel tracks how many requests come in through various support channels and reflect customer preferences.
The resolution rate compares the number of tickets assigned to an agent or organization to how many are solved within a certain period of time.
Service level measures the accessibility of a company to its customers and shows the percentage of requests that agents answer within a certain time frame.
Ticket backlog refers to the number of customer service requests that are left unresolved over a particular time frame.
Average Speed of Answer (ASA) also referred to as Average Waiting Time or Average Hold Time tracks the amount of time it takes to respond to customers once they’re in a queue.
First Response Time (FRT) is the average amount of time it takes to provide an initial response to a support ticket after the customer submits it.
Average resolution time is the average amount of time it takes support agents to resolve a case.
The blockage is the number of calls that were not serviced due to a lack of agents or network failure.
Average Handle Time (AHT) is the average amount of time spent working on a single case before resolving it; including hold time, talk time, and wrap-up time.
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Frequently asked questions
Why should you measure customer service metrics?
The right set of metrics and KPIs that measure performance, productivity, and quality can provide valuable insights into how well your support processes meet customers’ needs. Moreover, they can help to get a clear view of your support team’s strengths and weaknesses. Thus, give a better understanding of improvement areas.
What is the Customer churn rate metric?
Customer churn rate reflects how many customers stopped doing business with a company over a certain period of time.
What is the Customer Satisfaction Score?
Customer Satisfaction Score (CSAT) is a metric that tracks customer satisfaction with a business, purchase, or interaction.
Good customer service is more than just responding to emails. To excel, a business must cover multiple communication channels, and the principles of good customer service must be understood. Speed, honesty, and accessibility are the essential principles for good customer service. To achieve speed, the skills of customer service agents and the right tools must be in place. Honesty involves telling the truth even if it's not easy, while accessibility involves operating for a more extended period and providing self-service options. Ultimately, following these principles leads to benefits such as increased revenue and improved brand image. KPI's can be used to measure customer satisfaction, and LiveAgent is a tool that can help businesses provide stellar customer service.
How to conduct a customer survey
Collecting customer feedback through surveys is essential for improving customer satisfaction. By using tools like Nicereply or Simplesat, you can easily embed customer surveys into LiveAgent conversations and measure satisfaction metrics like NPS or CSAT. It's important to conduct surveys at the right time to ensure accurate feedback and to ask relevant questions that will provide actionable insights. Organizing and segmenting feedback by customer, industry, region, or feature can help your team track trends and make informed decisions. Sharing feedback trends with your team and rewarding customers who provide feedback will help improve overall satisfaction and promote loyalty.
This article discusses the importance of outstanding customer service in building sales, revenues, and customer satisfaction. It provides tips on how to deliver excellent customer service, including having knowledgeable representatives, understanding customers' needs and expectations, and offering various communication channels. The article also answers frequently asked questions about the definition of outstanding customer service, the need to provide it, and how to achieve it using software such as LiveAgent.
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Customer service call centers are essential for businesses to ensure customer satisfaction and meet their demands. They can be expensive and challenging, but cloud-based call center software can efficiently manage inbound and outbound calls, routing, monitoring, and reporting. Call center representatives must be skilled in solving problems, communicating, and have technical support experience. They must provide personalized solutions and a great user experience while being flexible and knowledgeable in multiple languages. A competent call center system and an experienced, agile team are critical for excellent customer service.
