12 Essential Performance Metrics for Customer Service

11 Most Important Customer Service KPIs and Metrics You Should Measure

customer support kpis

The application also visualizes data in a manner that’s easy to understand. In other words, a metric is just part of your KPI, but not vice-versa. For example, we can say our KPI for our website is to increase our Google ranking, say, every quarter.

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However, in recent years, things have changed as banks find it tough… It is calculated by taking the percentage of promoters (9-10) out of the total respondents and subtracting it from the detractors (0-6). Surprisingly, the leaders using speech analytics averaged a 76% FCR rate comparatively, the followers had a 23% average FCR. To calculate Net Promoter Score, subtract the percentage of detractors (wouldn’t recommend you) from the percentage of promoters (would recommend you).

What is a customer service KPI dashboard?

A customer service department needs to keep track of your customer satisfaction (CSAT) score. This customer service KPI measures the performance of your customer service department. Employee Turnover Rate is the percentage of employees who leave a company within a of time. If you run a large support team, make sure you have a close pulse on your ETR so you can address issues head-on.

Actually, there are several ways to work on the churn rate reduction. This will help you react as soon as possible and increase the chance or user reactivation. To measure your churn you usually need additional tools, such as Google Analytics. In the case of ecommerce, it is extremely hard to conclusively define a customer who has left. But in B2B churn is usually easy to measure by tracking events such as unsubscriptions or service cancellations. The most common method is to take the number of customers who respond with a rating of “satisfied” or “very satisfied” and divide it by the total number of responses.

How to improve

For example, let’s say it took your team a total of 8 hours to resolve 24 customer inquiries. For instance, if agents are constantly being bombarded with messages, it might be a sign that you need to hire more customer service staff. On the other hand, if agents have too much free time, it might be a sign that you’re not using your resources efficiently. Let’s say that one of your agents writes 200 messages per day while another agent writes only 10.

customer support kpis

It’s like a quick health check-up, asking, “How satisfied were you with our service? ” Analyzing responses, especially low scores, provides an opportunity to revisit and revamp customer touchpoints and interactions, ensuring they align with expectations. Metrics spotlight the strengths and weaknesses of your customer service team. By identifying potential areas of improvement, you can devise strategies, conduct targeted training, and set benchmarks to uplift the service quality.

#6 Customer satisfaction score (CSAT)

Escalation requests can also be an indicator of poor customer service. If customers feel like they’re not getting the help they need from a specific support agent, they may be more likely to escalate their inquiry. This metric is a good way to track the progress of your customer service team. If the backlog is consistently increasing, then your team is probably not keeping up with the customer demand.

  • The longer the relationships are, the higher the Customer Lifetime Value of a single customer is.
  • Let us discuss the key metrics on how to measure customer service success with higher accuracy.
  • Various discounts and loyalty programs are a proven way to retain people who stick with your brand for a long time.
  • This can be a great way to measure the performance of your customer service.

Ratings and reviews on social media can be a powerful way to measure customer satisfaction. A high number of positive reviews and comments can be a good indicator that your customer service is performing well. Support teams can decide on which KPI metrics for customer service to use.

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So, choose a period for which you would like to track the total number of conversations, and just compare the metric over time. Sounds simple, but it’s an evergreen classic that can tell you more about your customers than you think. For one thing, people who are willing to recommend your brand to their friends and colleagues are one step closer to becoming your brand advocates and ambassadors. HelpCrunch also provides the ‘failed searches’ report, where you can instantly see the searches people did in your knowledge base but found nothing. It might feel a bit awkward at first but remember that satisfied customers rarely leave reviews unless you ask them to.


However, businesses should also know and be aware of these for several reasons. As discussed, many of the leading customer support applications account for KPIs while streamlining their users’ workflows. This saves you a lot of time in measuring your workforce’s performance and ensures that your company is tracking the most beneficial pieces of information. For this to work, however, corresponding analyses and action plans have to be enacted, especially if your organization is trying to curb the effects of the coronavirus pandemic. Now let’s get to know some of the tools you can use to evaluate your KPIs and important metrics. It allows you to quantify the efficiency of your day-to-day operations across your support team and ensures your customers’ issues are being dealt with expeditiously.

You can optimize the FCR metric by training your customer support team to improve their communication skills and deliver quality service. You can provide live chat scripts and customer surveys to improve resolution in the first interaction itself. First contact resolution rate is different from the average resolution time as it measures the percentage of tickets solved during initial content. While it is a marker for efficiency, it can skew metrics as some issues are more complex and require more time to resolve.

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