50+ Customer Service KPIs & Metrics Massive List

They’re anonymized, and the Tech Support Engineer who is reading them gives it a score based on a variety of dimensions. You have to maintain an 85% compliance rate in that QA process every month support kpis in order to stay in good standing. This is a great measure of the quality of the service the team gave, which has an impact on the customer’s desire to continue to do business with your company.

The longer this is, the more you jeopardize customer or employee satisfaction. Most people want, at least, an acknowledgment that someone has started looking into the issue in a reasonable amount of time after submitting their service request. The number of interactions per ticket is a measure of how many times your customer service team interacts with the customer while their ticket is open. Essentially, how many times your team has to communicate with a customer before their issue is resolved. Your first-contact resolution (FCR) rate measures the rate of tickets resolved by your team’s first response to a customer inquiry.

Understand customer support’s impact on revenue

Your SLA rate essentially tells you how well you meet customer expectations, and whether you can meet expectations on time, deliver solutions, and follow through on what you say you’ll do. Compare your MRR over a course of a longer period of time in order to identify how sustainable is your current business model and how fast are you growing. Compare this KPI to others such as the agent utilization or the ticket handle time to extract deeper conclusions about costs and how to lower them. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website.

How many users ask to talk to the agent’s manager or supervisor to resolve a query or file a complaint. How many of your employees stop working for you during a specific amount of time. It’s usually measured through a one-question form after the customer has stopped communication with the agent, rating the difficulty of resolving their query from 1 to 10. Use AI in the form of speech analytics software to analyze how many complaints your agents get during one call, and break down the reasons behind them. How many chances the agents have to make a sale during a customer integration, regardless of whether the agent takes it or not.

First Contact Resolution (FCR)

For instance, if there is a high volume of troubleshooting questions for a particular product after three months, your company could proactively provide steps on how to keep a product working as expected. Therefore, any potential future issue anticipated by the agent will be addressed comprehensively and proactively. In essence, don’t just react to the complaints and issues that clients are raising now. Therefore, organizations should ensure the average call wait time for support is within an acceptable range.

The key to getting any benefit, though, is choosing the right key performance indicators, tracking them over time, and using the right strategies for improvement like training agents and introducing automation. Your entire support team can view the same inbox and see a complete history of client interaction. Agents don’t need to spend time searching for information and can see who’s handling a customer support request at any given time.

Flexible tools like our Business Messenger allow teams to set expectations with users, so they know when there will be a response based on your team’s current capacity. This transparent approach to managing customer expectations can help reduce attrition rates over time while protecting important service metrics like your CSAT and resolution rate. Acknowledging your customers in this way humanizes the experience, and can help reduce any potential friction in the customer journey. First contact resolution rate is different from the average resolution time as it measures the percentage of tickets solved during initial content.

This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast resolution. But then not all issues are the same, and some are resolved quicker than others. Comparing tickets completed against the number of tickets opened is a quick way to review your overall team performance.

Customer satisfaction ratings

If more requests are coming than can be handled every week, you’re building a backlog. Tracking the ticket volume for each support channel is important for optimizing the efficiency of your support team and the quality of each resolution, as well as knowing where you may need to move, train, or hire staff. Whether it’s customer service or internal help desk management, we now live in a world where people want to be in charge of how they talk to you. Because your customers’ channel preferences may vary, each channel can require different staffing and skills.

• Customer retention rate measures the number of customers that stay loyal to your business over time.
• An ineffective tech stack creates siloed teams with little or no insight into how their actions affect the overall business – and frustrated customers that can’t get the answers they need when they need them.
• The longer this is, the more you jeopardize customer or employee satisfaction.
• If you’re interested in tracking revenue, check out our list of KPIs for your ecommerce brand, which includes more than just customer service metrics.
• You can calculate your product adoption rate by dividing the number of new users by the total number of users to get the right percentage.

Everyone knows that no ticket should be unresolved, but it’s easy to forget that a TIMELY response is essential for user satisfaction. Your ticketing system should be set up to accurately reflect which tickets are exclusively about issues related to customer experience and how many of them get solved. How many customer interactions reps are handling during a specific period of time. Have your customer service reps create separate tickets and label them properly to file the number of complaints, then average them by week or month. Looking at that data, it’s easy to draw bounds for when to expect the majority (let’s say, 65% to 90%) of your future tickets to be logged.

From finance and HR to marketing and sales, key performance indicators help every area of the business move forward at the strategic level. Steve Noone O’Connor, of point-of-sale service Vend, places serious focus on his CES. “Our customer effort score asks, “How easy was it for you to resolve your issue today? ” We use this score as it separates the support experience from the product experience.