25 Customer Service Metrics & KPIs + How to Track Them

This way, every chat conversation will end with customer satisfaction surveys. For users, it takes just one click to choose one of the three options — poor, average, or great. Customer satisfaction will be measured from 0 to 100% based on these rates, and you will get a full overview of customer perception and clients’ thoughts about your service.

We set numbers as a necessary bar to ensure quality, but acknowledge the importance of what can’t be measured, knowing that a more accurate, more human measurement of performance relies on both. These measurements can live in harmony – you just have to find the balance and make a call on what you value. These values form the core part of a support rep or engineer’s performance profile, and KPIs form the other part. When it comes to assessing a teammate’s performance, they must be succeeding in both areas.

Missed-call rate

KPIs (Key Performance Indicators) for support teams are essential metrics that businesses use to evaluate and optimize their customer service operations. Using these handy indicators for your support team is vital in delivering superior service quality to customers every single time. Moreover, KPI measurements can not only be used to assess team performance, but also individual agents’ accomplishments.

FCR has also been directly correlated with improved customer satisfaction. One Oracle study found that a 1% increase in FCR leads to a 1% increase in customer satisfaction. Ensure there’s nothing holding your team back from opening new tickets and sending an initial response. Encourage your team to juggle a few tickets at once so newer customers feel that their inquiries have been heard or seen. As always, make sure your team is well-staffed to handle all of your tickets.

Service Level

Poor team performance can impact customer satisfaction and business goals, such as increasing customer retention and improving operation efficiency. A quick overview of the reports page enables you to understand how your helpdesk and support teams are performing. Every metric kpi for support team like agent response time, resolution SLA, or ticket created can be analyzed based on ticket variables like status, agent group, type, and more. It lets you streamline your support by identifying bottlenecks and examining problematic tickets right from the report.

To determine your revenue backlog, you’ll just need the sum of the values of your customers’ subscriptions. If you don’t exclusively sell subscription packages, you’ll need to use tools like Dataweave or Y42 to measure upcoming revenue. Revenue backlog helps you measure how much revenue your business will see in a coming period. This metric is especially for ecommerce brands with a subscription-based model. With Gorgias, you can measure your converted tickets and other revenue statistics in a convenient dashboard.

Business-level KPIs tell you how customer service impacts the overall health of your business. You can use them to make strategic decisions that will improve the quality of service and impact revenue positively. So if your CSAT score is low, then going back to improving your response and resolution times might be worthwhile.

• You can get statistics on the utilization of your Macros in any given time period.
• By looking at these metrics every week, you can make sure you’re keeping up with demand and identify trends in ticket volume.
• Happy customers are more likely to return, refer their friends, and buy again.
• When it comes to measuring success, not all key performance indicators are the same.

This means that if you have a bad week on one data point (say volume of conversations pulled), you can make up for this by exceeding in another (100% customer satisfaction, perhaps). We also have a set of team KPIs, which our global support team works towards achieving. Not only does this help to align performance across multiple offices, but it also unites the team in their efforts and means that reps around the world very much feel part of the same team. “If you can’t measure it, you can’t manage it,” as Peter Drucker put it.

How to track and measure customer support KPIs

Customer support KPIs are a series of measurements which allow a company to track the success of their operations in relation to achieving their goals or objectives. Key Performance Indicators help managers evaluate how their employees are doing, the value they bring to a team and how their work (and the customer experience) can be improved. Customer retention rate measures the number of customers that stay loyal to your business over time.

Some companies choose to measure customer satisfaction with surveys, while others track customer retention rates with their sales and business intelligence tools. It’s more important than ever for customer service teams to understand how you are performing against your customers’ expectations. There are core KPIs that every customer support team needs to be tracking closely. Some are based on very tangible metrics like resolution time, while others look at your customers’ feelings towards your company and how they perceive an interaction.

REVENUE CHURN RATE

These metrics provide insights into how customers perceive and value the service they receive. Hence, your major strategies must focus on how to measure customer service satisfaction and deliver a great experience. Customer experience is mission-critical — see above for its impact on your revenue — but it isn’t easy to measure.

Forrester report says 44% of online customers having questions answered by a support agent during the buying journey is one of the most important features of a website. Keeping tabs on your revenue is vital to ensuring your brand’s growth and continued success. By tracking your revenue backlog, you’ll be able to see if revenue is going to drop before it actually does. Whether the conversation is happening via email, chat, or phone call, conversation abandonment signals something larger is wrong. Most conversation abandonment happens after customers wait too long or become frustrated by poor service. By measuring CES, you and your team members can work towards reducing customer effort, which in turn will increase the lifetime customer value and the likelihood of word-of-mouth referrals.

Benefits of using Customer Support metrics and KPIs

Find industry-standard metric definitions and choose from hundreds of pre-built metrics. Deliver a metric catalog with straightforward metric-centric analytics to your business users. Data, when presented on a dashboard, is most valuable since it can be used to identify trends that tell a story and give insight into how to proceed. Any variance in KPIs overtime should be connected to a cause, some activity, or event that caused the number to shift.