Tracking the right metrics is vital in customer service. Modern help desk software suites provide what can be a bewildering amount of data enabling you to track a multitude of KPIs, but should you?
Wasting time, tracking the wrong KPIs, is inefficient and can lead to poor decision-making and wasted budget. Identifying and tracking the right KPIs means that you are focused on what’s important.
Here are our recommended top 7 Customer Service KPIs that will provide the actionable feedback you need, without overloading you with too much data.
1) CSAT Score
CSAT score, or customer satisfaction score, is sometimes called the ‘Happy Customer KPI’. CSAT is generally measured using just one key question along these lines:
“How would you rate your overall satisfaction with the product / service that you have received?”
Respondents would then select their answer from a scale of choices. The results from multiple respondents are then averaged to calculate a composite customer satisfaction score.
This is most commonly represented as a percentage wherein 100% indicates that all customers were satisfied. This is calculated based on the number of respondents who selected either #4 (satisfied) or #5 (very satisfied), called the ‘top-2-box measure’ as it only considers the top two choices.
2) Net Promoter Score (NPS)
Net Promoter Score (NPS) is a measure of how likely it is that your customers will recommend your brand, product or service. Customers are asked what is sometimes called the ultimate question.
“How likely is it that you would recommend our company/product/service to a friend or colleague?”
They are prompted to select from a scale of 1 to 10, where 10 is ‘very likely’ and 0 is ‘never’. Respondents are categorized as promoters, if they chose 9 or 10, passives, if they chose 7 or 8 and detractors if they chose from 0 to 6. NPS is determined by subtracting the percentage of ‘detractors’ from the percentage of ‘promoters’. Higher positive scores tend to indicate a healthy business with good customer relations. Low negative scores indicate poor levels of customer satisfaction and loyalty which should ideally be investigated.
3) First Contact Resolution (FCR)
First Contact Resolution, or sometimes called First Call Resolution, measures how efficiently customer service calls are dealt with on the very first customer contact.
It is a great way to determine how effective your service agents are at resolving issues quickly, efficiently and without the need to escalate the customer to another agent or have them call back again. The first contact resolution rate is a numeric indication of the percentage of contacts or calls which are resolved on the first call.
4) Average Resolution Time (ART)
The Average Resolution Time (ART) is considered by many to be among the top KPIs for customer service. It is simply a measure of how long it takes agents to resolve customer issues, on average.
The time it takes to resolve customer issues is important to customers, as they like to quickly get solutions to their problems, and to businesses as the longer it takes to resolve customer issues then the more it costs.
5) Active Issues
Monitoring the number of active issues logged to your helpdesk system is another useful KPI. Ideally, if issues are being efficiently resolved on the very first call then the number of active issues will never be very high.
But if the number of active issues escalates then this could be a valuable indication that you are receiving more customer service requests than usual, which would benefit from additional investigation.
6) Resolved Issues
The number of resolved issues, over a specific time period, is another valuable KPI which reflects the valuable customer service work carried out by your team.
Viewed in conjunction with other KPIs the number of resolved issues associated with specific service agents can be a great indication of where additional training would be beneficial.
7) Escalation Rate
The escalation rate KPI relates to the first contact resolution metric. It’s a measure of the proportion of customer support requests which needed to be escalated beyond first line support.
If this rate is seen to be growing it could be an indication that there are problems with a product or service which need to be investigated and resolved in order to avoid the need for escalation.
Hopefully this succinct list of important KPIs for customer service provide what you need to hone your monitoring processes, save time and gain the insight you need to continuously improve your customer service.
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