While there’s no shortage of customer service KPIs, it’s important to know which ones to track and how. These customer service metrics are crucial for measuring your team’s performance.
If you’re searching for the best way to measure your customer service performance, you’re not alone. But with so many customer service KPIs, it can be hard to determine which ones are crucial and how often you should measure them. The problem is that there are a lot of different ways to measure customer satisfaction:
You can ask customers to fill out a survey after their interaction with your company. This gives you a long-term view of how happy they are with your support team. You can track the number of tickets received each day and compare it against past performance to see if more or fewer customers have been reaching out to your support team. You can also monitor the average time it takes to solve a ticket so that you’re able to identify any potential issues with your customer service workflow.
And that’s just the tip of the iceberg when it comes to measuring customer satisfaction! And while each one might seem like an important metric on its own, they can’t give you an accurate picture of how well your team is performing overall.
RisePath team has put together 12 of the more crucial customer service KPIs you need to track in 2022:
- First Response Time (FRT)
First response time is how long it takes for a customer to receive a response from your team after submitting a request for help. As this number goes down, it means that your team is getting to requests faster and helping customers more quickly.
- Average Resolution Time (ART)
Average resolution time is how long it takes for a customer’s issue to be resolved from the moment they submit their request for help. The lower this number is, the better, as it shows that your team is solving problems quickly and efficiently while keeping customers happy along the way.
- Customer satisfaction score.
The customer satisfaction score (CSAT) is a critical customer service metric because it can indicate whether or not customers are satisfied with the way their issues were resolved. For example, say your product documentation contains an error, and a few customers report this error to your support team. If your agents are able to quickly find and fix the mistake in the documentation, they’ll likely have happy customers on their hands. This happiness would be reflected in high CSAT scores. However, if customers have to wait days or weeks for fixes or clarification, they’re likely to become frustrated with your company, resulting in low CSAT scores.
- Average first response time.
Your average first response time (FRT) measures how long it takes your agents to respond to tickets. It’s important because it shows how quickly you can meet customer needs. A longer FRT may mean that customers will abandon their tickets altogether and take their business elsewhere, making it impossible for your agents to resolve their issues.
- Average ticket resolution time (ATRT).
Where FRT shows whether you’re meeting customer needs quickly enough during the initial stages of support interactions.
- Customer effort score (CES)
While the NPS measures overall customer satisfaction, the customer effort score (CES) measures how much effort it took for them to solve a problem or answer their questions. It’s measured on a scale of 1–5 and can be used for all types of customer service interactions, including phone calls, emails and chats.
The CES supports an ongoing focus on making things easier for customers because it includes an explicit question about ease or difficulty: “To what extent do you agree with the following statement? Solving my problem required little effort on my part.”
- Net Promoter Score (NPS)
This metric measures how likely your customers are to recommend you to others, based on the quality of service they received. You calculate it by asking customers to rate their likelihood of recommending you on a scale of 1-10. Scores closer to 10 indicate more positive responses, while scores closer to 1 indicate negative experiences. High NPS scores show you’re doing something right, and low ones mean there’s room for improvement in your customer service strategy.
- Overall customer satisfaction (CSAT)
Customer satisfaction is defined as the overall level of happiness with a company’s services or products in comparison to their expectations. It helps us see whether customers are happy with the product or service or not.
- Resolution time
Resolution time is the time it takes for your customer support team to resolve a request from a customer. This KPI will help you evaluate your team’s performance, but also see if there is room for improvement when it comes to certain types of requests.
- Agent availability
Agent availability shows you how available your agents are during work hours in terms of percentage of their total shift per day they are logged.
- Average handle time (AHT)
Average Handle Time (AHT) measures the total amount of time it takes an agent to complete an interaction. If you take this into account, you can improve customer service performance by reducing agent response times and avoiding making customers wait longer than they should. AHT is most commonly used in call centers to measure how long a call lasts, but it can also be used to measure how long a customer spends in chat or on other channels.
- Average speed of answer (ASA)
Average Speed of Answer (ASA) measures the average amount of time that elapses between when the call is received and when the agent answers it. It’s one of the most essential customer service KPIs that call centers can track and optimize for because it directly impacts customer satisfaction with your service. Customers naturally prefer talking to a real person instead of being forced to listen to automated messages, so make sure your agents are able to answer calls promptly.
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