Customer Support KPIs: How to Find & Measure the Right KPIs

Businesses of all sizes can leverage Service Cloud to streamline their processes and bring them into one unified platform. Whether you’re a small team or a large enterprise, Salesforce has various plans that offer you flexibility as your team grows. If you’re interested in learning more about what our AI agent Agatha can do for you, let’s chat. It’s a lot of data for your organization too, data that you need to use to make strides toward improvement wherever you may require it. Creating this survey is simple but your metrics will depend on whether your wording is seeking 1-star rating or a 5-star rating as good. While you want to be as quick as you can to respond to your customers, you also want to do so accurately.

If you don’t have a customer support platform, you can create templated responses in Gmail to answer common questions like, “Where is my order? If you use helpdesk software, you can also likely add pre-written responses agents can use for each channel. Finding your total self-service resolution rate is a bit difficult because you don’t have a ticket to open or close. You can track views on your self-service resources to understand whether they’re being adopted, and track changes to your contact rate to see if they reduce the number of tickets coming in. To calculate these customer service metrics, simply add the number of tickets an agent handled and solved in an hour.

Maintain a High Customer Retention rate

To calculate net promoter score, you first need to gather data using a customer survey. Send a survey to customers after they make a purchase that asks them, “On a scale of 0 to 10, how likely are you to recommend [products or service] to a friend or colleague? ” On this scale, 0 would be not at all likely, and 10 would be extremely likely. Divide the number of customers who contact your customer service team for help over the course of a month by the number of total customers. Customer contact rate measures the percentage of active customers who contact support each day, month, or year. Customer satisfaction (CSAT) is a metric to measure your customer base’s level of satisfaction with their experience.

Of the 16 main customer service KPIs listed, we would not recommend that you trace and give equal value to each one simultaneously. However, every now and then you probably face cases that need more interaction. Escalation Rate tells you how many customer queries were not solved by first-line support agents and were escalated to seniors/managers. They need to know how to communicate professionally with customers, have intricate product knowledge, and understand how to efficiently use your customer support software. For instance, they should know how to use the system to route messages and escalate requests if they cannot resolve them.

So, how can you measure customer service quality?

If you could only track one customer service metric — which we do not recommend — it would be this one. 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. We analyzed data across about 6,000 ecommerce companies using Gorgias to provide customer support and we found that the top-performing companies have an average resolution time of 1.67 hours. To reduce first response time, consider supporting customers on channels that allow for more immediate responses, such as live chat, SMS, or other messaging channels.

Seeing your numbers from the big picture view will show you exactly how many tickets your team is handling and how you can manage your resources. This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. But when KPIs come into action, the same intangible information converts into something quantifiable and far more substantial. First, the customer is asked how likely they are to recommend your business to a friend or colleague. The customer is asked to rank this likelihood from 0 to 10 and is then categorized depending on their answer.

What do employees want from their work experience? — Jason Greer…

To track average handle time, you also need timestamps for conversation start times and a robust CRM system to mark when other actions have been completed and correlate them to the first support call. Just like cooking food, it might not sound like an area in which speed is always the top priority. They’re frustrated because they can’t find an answer to something that’s gone wrong. And the longer they end up waiting for you to answer, the more frustrated, helpless, and ignored they’re going to feel.

You can measure free trial conversion rate by dividing the number of customers using the free trial by the number of customers who converted to a paid subscription. You can measure this data point on a monthly, quarterly, or annual basis. Customer Retention Rate refers to the number of people who have remained your customers over a specific period of time. The below business metrics are important for support leaders to report back to executives, and other teams, to help ignite support-driven growth & inspire development.

Becoming Fin: The story behind the name of our AI chatbot

End users are also given the capability to raise issues and request service from their mobile devices. It is capable of securing data and automating the whole help desk apparatus. Finally, with its flexible pricing plans, the system attracts users from businesses of any size. You need not assess all available KPIs and report on outcomes, only the right ones – those that have a critical bearing on your customer service performance and are actionable, true, and consistent. Now let’s get to know some of the tools you can use to evaluate your KPIs and important metrics. NPS is designed to measure the likelihood of your customers to recommend your brand, product, or service to others.

• Compare ticket backlog to total ticket volume to see the percentage of submitted tickets still unresolved at the end of the week.
• His work was mentioned in various business publications, including Entrepreneur and InfoQ.
• Working to focus on strategic improvement based on your analytics can help you resolve customer pain points and improve performance and customer satisfaction.
• A CSAT score is the average satisfaction rating for all of your customer responses.

When it comes to assessing a teammate’s performance, they must be succeeding in both areas. Crucially, though, we understand that while we consider them separately, they are not distinct but complementary – mastery of the soft skills contributes to success in the conventional KPIs. If you can find a way to measure more than just the numbers, you will have a more holistic and smarter indication of performance. We also have a set of team KPIs, which our global support team works towards achieving.

Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.