21 customer service KPIs every support team needs to track

The vast majority of IT support organizations are tracking too many metrics – oftentimes 20 or more! Unfortunately, this approach favors quantity over quality, resulting in wasted time and energy on a metrics bureaucracy that provides little insight and few tangible benefits. You need to start by clearly defining your customer service goals and objectives. You can align KPIs with these goals to ensure they are relevant to your organization’s overall mission. Also, you need to avoid overwhelming your team with too many KPIs; focus on the ones that truly reflect customer satisfaction and business success. CSAT helps to evaluate the client’s service satisfaction with your business, products, or services.

It also shines the proverbial spotlight on their relevance in regard to customer satisfaction and some of the best customer support software that can help you analyze KPIs. This customer service KPI is the number of replies it takes for customer service agents to close a customer ticket. And regarding consumer interaction, the less back-and-forth, the better.

Complaints Resolved

Customer service is the backbone of every business, as its relationship with its customers directly affects its success. Typically, the same customer contacts your center repeatedly when struggling with serious and/or unresolved issues. 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. Tracking this metric on a weekly basis and for the different communication channels will help you stay on top of any issues or anomalies as soon as they occur.

More than 80% of customers use the company’s FAQs and self-service portals, which makes it the most popular customer service channel. Creating a knowledge base and updating it with fresh articles, information, and screenshots should also be a part of the support team’s routine. For one thing, sales and customer success teams should work together in close collaboration to achieve the best results.

Cost per Resolution

Like I said above, speed isn’t everything in customer service, but it sure provides a positive, enjoyable experience. If your post-service survey doesn’t ask open-ended questions, consider following up with those who reported a negative (or thumbs down) experience and ask them for specific feedback. Interactions per ticket are the average number of actions necessary to close a ticket.

Depending on what level you’re working from—team manager, department head, director, VP, or company leader—you may be in a position to set both short-term and long-term KPIs. When planning at the executive level, you can set KPIs by the month, quarter, or year. Leading indicators are a bit like a weather forecast for your business—they give you a heads-up on future performance. They can predict changes and trends before they happen, allowing companies to adjust their strategies proactively. When teams update their tasks and timesheets that information populates the dashboard to keep you on track when managing a project. No more having to calculate your KPIs on an overly complicated spreadsheet or by hand.

KPI data isn’t something you neglect until it’s time for your quarterly report. Rather, stakeholders should use KPI reports to make minor and major decisions throughout a project’s lifecycle. That’s why it’s important to keep your KPI data up to date and make it accessible to everyone at any time. If you’re not sure where to start, check out some relevant metrics for each department in your organization. So, if you need a tool to manage and track your KPIs and keep them visible for your team, then sign up for our software now at ProjectManager.

• Customer service is a vital element of business processes that can impact your bottom line and affect how your company is viewed in the public eye.
• A service desk, often automated, is a program that manages the communication between a company and its customers.
• You can measure ticket volume in terms of the total number of tickets per day, week, or month.
• Like I said above, speed isn’t everything in customer service, but it sure provides a positive, enjoyable experience.

Resolution time will vary depending on factors like the complexity of the issue and whether you have enough agents to handle it. Longer resolution times generally lead to customer dissatisfaction and vice versa. Average resolution time is the time it takes an agent to resolve a customer issue from when a ticket is opened.

You’ll have to figure out the most effective communication channels for your business. Accordingly, you can improve the channels with low performance and maintain the service standard at the high-performing channel. It is widely used to measure the loyalty of a company’s customer relationships.

Having to repeat the information across different departments is the number one pet peeve for about 21% of customers. Measuring the average time to solve different types of customer inquiries can give you many valuable insights. kpi for support team For instance, it will allow you to forecast the number of chat operators you may need to hire. The average duration of each customer interaction is also one of the best individual performance metrics for customer service agents.

RICE: Simple prioritization for product managers

Let us discuss the key metrics on how to measure customer service success with higher accuracy. To make a CSAT survey, you will need to create a list of questions about your customer’s satisfaction with your service or product. You can send CSAT surveys manually or with a customer service tool like Gorgias to automatically send CSAT surveys to customers within a specified time. 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. Unfortunately, there isn’t a clear-cut way to measure and analyze social media support tickets, so we encourage you to use a social listening tool that allows you to do a number of things.

Average handle time (AHT) is a customer service metric that measures the average amount of time it takes to resolve a customer’s inquiry or issue. This includes the time spent talking to the customer, the time spent on hold, and the time spent on any after-call work, such as writing up a report or following up with the customer. Customer service and support are multifaceted and multidisciplinary functions.

According to a study by Qualtrics XM Institute, promoters are 4.2 times more likely to buy again and 7.2 times more likely to try a new offering compared with detractors. While NPS may seem unforgiving compared to your CSAT score, focusing on both promoters and detractors can work out for your business quite well in the long run. The most common method is to use a 1-10 scale and count the average score. That’s no secret—the way you treat your clients can make or break your company. Investing in these agent productivity boosters will help ensure that KPIs like resolution SLA, and first response resolution see a positive uptick. Once you’ve identified the business goals and team, you need to frame KPIs.