Customer Service KPIs – best practices
What is a customer service KPI?Customer service is the backbone of every business, as its relationship with its customers directly affects its success. Those metrics can be very valuable as they provide a look behind the scenes at how your businesses and your team interact with customers. You might think that your delivered service is the best of the best, but your customers might perceive things differently. Using and tracking those metrics can have a great impact on customer satisfaction and customer retention.
How happy are your customers?
How many of your customers are coming back?
Average Response Time
How long does it take to answer your customers?
How much does processing of a ticket cost you?
Answered Requests %
How many requests are answered?
How many of your customers left?
How much did you lose from an existing customer that left?
First Call Resolution
First Call Resolution (FCR) is a metric that measures a call center’s performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. The FCR metric is essential for monitoring a call center’s operating cost efficiency and customer service delivery effectiveness.
Support Costs vs RevenueComparing the support costs in relation with your revenue will help you to evaluate how much your customer service represents compared to your total revenue. One goal of every business is to provide the highest quality at the lowest possible costs, so it is normal to have it tracked.
Top Support Agents
Find out who is your star agent in the team, make sure to motivate top level support behavior, by for example incentivizing it.
Number of issues
Always make sure to have up-to-date report and overview of the number and kind of issues over time.
Customer effort score
A general Customer Effort Score definition describes it as being a type of customer survey that measures how easy it was for a client to interact with your business (solving an issue with customer support, making a purchase, signing up for a trial, etc.).
Net promoter score
Net retention rate
MRR Growth Rate
Monthly Recurring Revenue (MRR) Growth Rate is the velocity at which MRR is being added to the business, expressed as a percentage.