Customer service is one of the most important aspects for a business. Providing a positive customer experience is key to building trust and loyalty. You can track the performance of your business and monitor its progress over time with customer service statistics.
Customer satisfaction scores (CSAT), a great way to gauge customer satisfaction. This metric provides an immediate indicator of the level of satisfaction your customers have with your customer service. It can also be used to benchmark your company against other 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 is a customer service indicator that shows how likely your customers will recommend your products or services. It can be a valuable way to understand how your customers feel about your company and whether you need to improve your product or service to keep your customers coming back for more.
FRT: Customer satisfaction is measured by the speed at which you respond to customer inquiries. It reflects how quickly your team responds to customer inquiries and should be monitored closely for any signs of lag. It is important to watch for "hockey stick growth", where it increases gradually and then slows down over time. However, this is not always possible in real-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. You should also segment the conversation topic as certain topics might take longer to resolve. If you see that conversations around your account page are taking more time than other topics, for example, this can be a sign that you need to work on your documentation around that topic or make product changes.
Average ticket count: This is an important metric for measuring how effective your Customer Service is at addressing customer requests. It is a good idea calculate this number on either a daily, weekly or monthly basis in order to spot trends that could impact your overall service experience.
Customer effort scorecards are a great way to gauge how hard customers work to resolve issues with your company. These cards are a great way to gauge how hard customers try to resolve their issues. 96% of customers who put in a lot of effort are more likely continue to use your products or services.
Top-performing agent: This metric allows you to identify and reward the top customer service representatives within your organization. It can also be used as a metric to track individual agents' performance, and can help you identify people who need extra training or coaching.