The customer experience is one of the most important aspects of a business and ensuring that your customers are satisfied with their interactions is essential for building trust with your brand. You can track the performance of your business and monitor its progress over time with customer service statistics.
Customer satisfaction scores (CSAT): This is a good metric for monitoring customer satisfaction with you services. This metric is an immediate indicator of how happy your customers are with your customer service and can be used as a benchmark against competitors. A high score can signify that customers are happy with their service. While a low score can be a sign of poor product quality, poor customer support, or poor marketing strategy, a good score will indicate your customers' satisfaction.
Net promoter score: This customer satisfaction metric shows how likely customers are for their friends and family to recommend your services or products. This can help you understand your customers' feelings about your company. It also helps you determine if your product or service needs to be improved to keep them coming back.
FRT is the first time a customer receives a response. This is an important indicator of customer satisfaction. It measures how quickly your team responds customer inquiries. This should be closely monitored to identify any signs of delay. It is important that you look for the "hockeystick" growth, where it gradually increases before settling down over time. But this isn’t always possible in actual-time.
Handle time: This metric measures how long it takes to answer a customer question. It's an important metric for evaluating how your team handles incoming requests, as this can indicate opportunities for improvements in processes or training to improve speed. Because some topics can take more time to resolve, it's important to separate the conversation topic. You may notice that conversations about your account page take longer than others. This could be an indicator that your documentation needs to be updated or product changes are needed.
Average ticket count: This is an important metric for measuring how effective your Customer Service is at addressing customer requests. It's a good idea to calculate this number on a daily, weekly, or monthly basis so that you can identify trends that may affect your overall service experience.
Customer effort score cards: These are a great tool for understanding how hard customers try to resolve their challenges with your company. They are an easy way for customers to assess how much effort they have put into their problem. 96% of customers who make high efforts are more likely to continue using your product and services.
Top-performing agents: This metric is a great way to identify the best customer service representatives in your organization and reward them for their outstanding efforts. It can also serve as a useful metric to monitor the performance of individual agents and identify those who may need coaching or additional training.