11 Customer Service & Support Metrics You Must Track

A general positive brand image and high satisfaction score will directly increase your customer retention. The data-driven nature of success metrics empowers teams to make informed decisions, remove gut fell, and have a clear understanding of the impact of their work. With success metrics and KPIs in place, support teams can continuously strive for excellence, delivering exceptional service and exceeding customer expectations. Its analytics capability provides with you an overview of your customer support, enabling you to see customers who are interacting with your company and monitor the service they’re receiving. It lets you see usage statistics, evaluate performance reports, and learn from customer satisfaction ratings.

Visualization can help make complex data more accessible for everyone, and good customer support tools will include these in their reporting features. Customers answer this question in retrospect of their entire experience with your brand. So, the customer service department needs to focus on keeping the other KPIs in check, and creating consistent and effortless customer service experiences can help with improving your NPS. While improving customer satisfaction requires a lot of moving parts, the ones in your control are employee behavior and knowledge, as well as the quality and speed of service. And like we’ve seen before, speed of service largely affects customer satisfaction. Improving training, quality of support, and revising customer service policies can help with improving FCR.

Customer Complaints Due to Poor Service or Product Quality

With more companies turning to AI, it’s important to understand the relevant KPIs for virtual agents. An article in the Los Angeles Times has referred to customer service agents as the “punching bag” on the front lines. support kpis The article focuses on the airline industry, but I would argue that agents across all industries deal with difficult customers daily. According to the publication, “Agents are subjected to verbal abuse almost daily.

That’s because it encapsulates your on-site shopping experience, customer support interactions across many channels, post-purchase interactions like shipping and returns, and so much more. Existing customers are also your biggest spenders, and they rely on quality customer support to stay loyal. According to Gorgias research, repeat customers generate 300% more revenue than first-time customers of ecommerce brands. We estimate that by increasing your repeat customer base by 20%, you could increase your revenue up to 6%. Customer support agents can provide helpful pre-sales answers to new customers asking about things like product sizing or your returns policy. Likewise, a helpful interaction after a purchase could make a customer feel confident and loyal enough to place a repeat purchase.

How to improve your customer service KPIs

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. Customer contact rate measures the percentage of active customers who contact support each day, month, or year. In your account, you’ll get visual reports showing your average resolution time in a given time period. Jay Lee of uAcademy agrees, “End-user satisfaction strongly correlates with the resolution rate, and a study by SQM Group found that each exchange in a ticket resolution process drops the user satisfaction by 15%.

• Abandon rate, often referred to as call abandonment rate, is a call center KPI that reflects the number of customers that hang up while on hold with customer support.
• You can calculate cost per resolution by dividing the total cost of customer support by the issues resolved in a given period.
• Its extensive reporting possibilities enable you to keep tabs on support agent performance.
• But if you want finer data points that can help you identify patterns and issues better, you’ll need to filter your call center metrics by channel, date, individual, length, resolution status, etc.

As discussed before, customer service plays an important role in strengthening customer relationships, making this an important KPI for support teams as well. The number of tickets resolved per month also acts as a fair judge of an agent’s productivity, if you follow a system where certain types of tickets are assigned to a particular agent. For instance, how-to tickets are mapped to agent 1, and tech support tickets to agent 2, and so on. Here’s an analysis of the different types of customer service KPIs in detail and a list of the essential support metrics to track under each category. Customer experience is mission-critical — see above for its impact on your revenue — but it isn’t easy to measure.