15 Customer Service KPI Metrics That Propel CX Teams

If a customer needs to search for your ‘Contact us’ button even for a minute, you’ve failed your mission. Key actions like signing up or contacting support should take zero thought and effort. The other negative example is when a person is being transferred from one support department to another. And no one can give them at least some sort of a definitive answer. Product demos shouldn’t take more than minutes of their time, but their effect is much more powerful than that of any other channel.

If you use multiple engagement platforms, make sure all of the data is analyzed together to provide a true picture of how your support engine is performing. You know you’re going to get great service and your meal is going to taste the same as every time before. Like with their burgers, people also expect consistency when they reach out to a company – no matter the channel, the agent on the other end or time of day.

Net Promoter Score (NPS) As A Customer Service KPI

Not evaluating them might let you out of track and some problems might also go unnoticed, delaying the moment you are aware of them and start fixing what has to be. A growing retention rate is what every company should aim for, and that’s why it should be amongst the main support metrics to measure. A general positive brand image and high satisfaction score will directly increase your customer retention. To improve KPIs like average resolution time and customer satisfaction, agents must be trained to deliver the best customer support.

Any variance in KPIs overtime should be connected to a cause, some activity, or event that caused the number to shift. Plus, to really make KPIs count, the data must be used to assess performance and drive action. The next step is to identify who is responsible for achieving the goal. You’ll be able to focus on customer-driven solutions that drive your business forward.

Time to resolution

You acted on the KPI, measuring its effectivity, and made improve the process and hit your target. KPI benchmarks and thresholds might need adjustments as business goals, customer behavior, and industry standards evolve. Failing to recalibrate can result in tracking metrics that are no longer relevant, or which are not indicative of true performance. While quantitative metrics (like response time) are vital, an overreliance on them without considering qualitative insights can lead to a skewed understanding. Customer sentiments, feedback, and the nuances of interactions are equally crucial.

How efficiently your team operates will have a direct effect on customer satisfaction and likewise, on the overall business value, the customer service team brings to the table. FCR is calculated by dividing the number of issues resolved by the customer service department on the first contact by the total number of customer contacts with the department. Issues are deemed “resolved” if the customer says they are resolved.

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• This creates more work for agents that results in wait time and longer resolution times.
• Tracking this metric provides a good gauge of agent workload so you can identify overworked agents that may need backup.
• Your team’s customer service performance isn’t just an isolated metric.
• There are literally dozens of customer service KPIs you might track.
• You have to maintain a healthy balance between fast response and fast resolution.