Customer Support KPIs: How to Find & Measure the Right KPIs
For instance, tracking brand mentions on social media, as well as how many tickets are coming in through your social platforms during various periods of time. Having all of your social metrics in one place will make them much easier to analyze than pulling them one-by-one out of several different spreadsheets. CSAT aims to get an overall benchmark for your team’s performance, plus information about the service experience each agent provides. If this score suddenly drops or peaks, you should act fast to see what happened. For example, you may be sending delayed or unhelpful responses after launching a new product, getting a spike in ticket volume, or changing a policy like refunds and returns.
Net Promoter Score looks at how likely it is that your customer will recommend your brand or business to others. Your team might be achieving low ART’s but customers are left feeling displeased or with solutions that did not work for them. In the context of phone calls, you might look at average Customer Hold Time, which refers to the amount of time a customer might stay on hold while waiting to be attended. Let’s say, for example, that on a given day the number of issues that your team worked on doubled. And when it comes to evaluating the performance of your team, or identifying areas of improvement, it can get a bit tricky. Tickets Handles Per Hour tells you how many tickets an agent opens and interacts with over the course of any given hour.
Why are customer support metrics important?
In other words, the amount of effort across your entire customer journey has a huge bearing on the success of your customer experience and, by extension, your brand’s revenue. CSAT is a qualitative metric, so you’ll want to measure it through customer satisfaction surveys, which you can create using third-party apps like Survey or Simplesat. Calculated as a percentage, occupancy measures the amount of time your CSRs spend actively assisting customers and resolving tickets. We also apply a weighted KPI model, which applies different emphasis to different metrics. 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).
Both metrics are easy to track, within the agents’ control, and generate enough data points to look sexy on a dashboard. The resolution rate tells you the percentage of the total conversation volume that your team has resolved. In other words, it helps you understand how well you are tackling your incoming support tickets. Success metrics provide valuable insights and enable teams to evaluate their performance against set goals.
Top 16 Customer Service Metrics (and Which Ones Actually Matter)
You might track First Response Time initially because it’s a common metric and then realize your team’s response times are slower than you expected. You might also notice that your efforts to improve one KPI are adversely affecting another (sometimes called the Cobra Effect). Different scales are in common use, so there’s no average number that customer support teams should aim for. Scores that indicate lower customer effort are linked to a better support experience.
Despite this, 44% of the businesses surveyed still put more effort into customer acquisition than they did into customer retention. Customer success metrics are a subset of key performance indicators or KPIs that help you wrap your head around how your brand’s marketing efforts are working. There are hundreds of KPIs, and each of them is useful in their own way. Today we’re going to look closely at some important customer success KPIs to keep an eye on to inform your future marketing campaigns and let you know what works best. Since customers usually don’t rush to checkout after chatting with customer support, most teams set a time limit of up to a week after an interaction occurs to track this performance metric. Suitable ranges vary widely by industry — buying a sofa usually takes way longer than getting a T-shirt.
It makes it difficult (or impossible) to look at past performance and use it to indicate future expectations and growth. The only question is, what will you do next to make sure that your customer support is optimized, and that your agents and CSRs are working towards the right goals? If you take the time to turn these KPIs into actions, you can immediately begin creating a better reputation for your customer support offerings.
If you use Gorgias, you’ll see your support performance score over time, plus a breakdown of each metric that makes up your score. For others, a dedicated tool like a helpdesk or survey automation tool will save tons of time. Regardless of the tool you use, CSAT surveys are effective tools for quickly capturing a snapshot of the customer experience. Encourage your customers to use the optional comment box on our form so that you can pinpoint which aspects of customer service are working well and which need to be improved. Customers surveyed in the 2020 Zendesk Customer Experience Trends Report said that having to repeat their information multiple times was the third-most frustrating aspect of a bad service experience. If you’re a Zendesk user, you can easily track first response time KPIs by navigating to your dashboard’s Efficiency tab.
Improve customer satisfaction scores
It can sometimes be difficult to quantify how many customers stick around because they’ve had a great customer experience. Some statistics suggest the average global value of a customer is $243, however. And considering that your own industry may have higher lifetime values for customers, it goes to show how worthwhile it is to invest in good interactions with your customers. The happier you can keep them, the easier your customer interactions will be in the future.
Generally, they want to use as little effort as possible to meet their needs. From a customer service perspective, this means having easy access to your customer support team or getting the answers they need. This metric provides a higher-level view of the customer experience and satisfaction across your company.
Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.