How to choose the best customer support KPIs
The 12 key customer service metrics and KPIs you should care about
In this article, we’ll review the importance of customer service metrics, the key metrics to measure, and how to use them to drive performance. One can customize the application’s ticketing system to suit business needs using the built-in field templates. The system also features notification alerts, service levels and escalations, and proactive notifications. Also included is a plug-and-play ITIL, which eliminates the need for consultations as it adheres to best practices. A self-service portal, meanwhile, enables users to raise tickets, check older tickets, and browse the knowledge base.
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A company’s unresolved ticket backlog is the number of outstanding customer requests that haven’t been handled by support reps yet. This can be calculated by taking your total ticket volume over a given time and dividing it by your number of agents. For live chat, a response should be “immediate.” This lack of wait times is why 79% of customers say live chat is their preferred communication channel. To calculate monthly recurring revenue, you just need to multiply your total number of monthly active customers by your average revenue per user. This should give you an idea of how much money you’re generating each month. When measuring churn rate, remember to exclude the new customers that you acquired during the month from your existing total.
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When everyone is on the same page about goals, you’re able to create a KPI-driven culture where people are working hard to meet overall goals. To continue to win customers and keep them loyal, you want to make things as easy as possible for them. Finding ways to ease your customers’ pain points is what will drive your ability to improve your metrics and set new goals using KPIs. Organizations tend to spend more time and effort in prospecting new customers when they should really be working to retain them. In the customer support world, retaining customers has everything to do with the support they are receiving.
Whether you provide support through email, chat, or phone, you should measure FRT for each as they will vary and will provide valuable insight for your agents. Reducing the amount of effort your customers put into interacting with your company can help increase CES. If customers are struggling to find key information on your website and need to speak to a representative to find that information, you likely have a high effort score. Making interactions and processes easier can help you win customers and keep them loyal. NPS, or Net Promoter Score is a customer loyalty and satisfaction score that company’s determine by asking customers how likely they are to recommend you, your product, or service to others. You’ve likely been served a survey that asks something like “On a scale of 1-10, how satisfied are you with X services today?
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During the year you had 16,000 users renew their subscription, and a total of 18,400 accounts up for renewal. In this example, you will have a CRR of 97.77%, a great customer retention rate. While you want this rate as high as possible, don’t strive for 100% resolution — there will always be those complex cases that require human oversight.
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So instead, we’ll recommend that you spot check each agent’s tickets against this rubric. Your unresolved ticket rate includes all abandoned conversations, which you read about in the above section. They also include any tickets where the support team couldn’t provide a real solution, plus tickets that your support team forgot to follow up on. Conversation abandonment rate is a metric to understand how frequently your customers abruptly end interactions with customer support before reaching a clear resolution. FCR, sometimes known as one-touch resolution, is an important customer service KPI to track because it directly impacts the customer experience.
Customer satisfaction metrics
Happy and satisfied customers are the backbone of a company that wishes to grow. There’s no denying that customers hold the power to make or break a brand’s reputation in the marketplace. If your high-tiered customers are converting to low-tiered products at an alarming rate, it is likely a sign that your high-tiered goods are falling short of delivering the value you promised.
If they purchased from you again, you know they « renewed » with your business. By adding these values together, you see how much your customers are actually spending on your premium offers. If you’re doing well, then you know that customers are not only enjoying your product or service but are thriving because of it. To calculate expansion MRR, you’ll need to add up all revenue that was generated from non-recurring purchases.
Handling speed metrics
If that’s the case, look into adding a self-service option or hiring on more agents so your overall quality of support doesn’t suffer. For example, let’s say your goal is for each agent to resolve 20 cases per day. On Monday, Matt is only able to handle 15 tickets, but Kevin handles 25. First, it indicates that agents are receiving complex cases that require more time and effort to resolve — which is OK. Moreover, it’s a crucial step in stopping PR nightmares in their tracks. Monitor how many times your brand is getting mentioned, make comments when appropriate, and take corrective action if needed.
Customer service has an important role in making sure that customers don’t leave due to a lack of information or help. AHT is directly related to other ticket-based metrics such as replies per conversation, ticket volume, and CSAT. It is important to note that, as discussed above, improving proactive support can assist customers in resolving basic issues on their own. However, checking in on the customer service metrics discussed below is crucial to evaluate your team’s ability to handle more complex problems.
Maybe you don’t have a proper system for logging, routing, and closing tickets. For example, say your agents often ask customers to repeat information or lose time copy/pasting order information from your ecommerce platform to customer support conversations. You could make the case a helpdesk that unifies all your customer support channels and store data in one platform. Customer experience is mission-critical — see above for its impact on your revenue — but it isn’t easy to measure.
You’ll need to have very clear definitions for your KPIs in order to ensure you’re measuring correctly. Organizations measure this key performance indicator to find out what their customers think about them and to see how happy they are with their organization at a specific point in time. CSAT surveys are typically presented at the end of a specific interaction such as chatting with a support rep or finalizing a purchase. The score reflects customer satisfaction with your business and their level of brand loyalty.
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Consider displaying your top-priority KPIs on a customer support dashboard so your team can reference them quickly. Track page views on articles to see what customers most often need help with, then see if you can address the root problem behind their search. Ticket volume is the total number of support tickets your team receives during a set time frame. Monitoring ticket volume is vital for planning workload distribution among support agents, determining time frames where you might need more agents available, and identifying current gaps in coverage. With this can more effectively plan shifts and distribute workload. Customer service metrics give you a way to measure your business from a customer’s point of view.
It’s about speed to resolution, which is the goal of any customer reaching out to you. Improving your ART means all sorts of good things about your customer service. No matter how you decide to make improvements to your
customer service experience, don’t shy away from tracking these 5 KPIs and find [newline]ways to develop them into better strategies over time. To get started, try using this helpful formula to measure your customer retention rate. However, be sure to stay consistent with your numbers to track steady growth over long periods of time.
- Average resolution time (ART) refers to the amount of time it takes for your customer support team to fully solve the customer’s problem and close the ticket.
- Customer Effort Score, or CES, measures how easy it is for a customer to do business with you.
- According to the Zendesk Benchmark report, four hours is the average first response time across all industries for all support tickets.
- This shows the percentage of issues actually resolved by your agents from the number of total tickets received.
- This decreases response time and leaves no room for a first time resolution.
Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.
- Running the formula, you’d find out that your retention rate was 88%, and that you lost 12% of customers during the process, even though you ended up net higher because of the new campaign.
- Nowadays, successful customer service represents a holistic
blend of data and results to provide the best experience for consumers.
- Again, the ideal numbers vary from industry to industry, but you want to keep this rate as low as possible.
- It is capable of securing data and automating the whole help desk apparatus.
- First response time, also called first reply time, is the time between when a customer submits a support ticket and when a customer support representative provides an initial response.
