Discover eight customer service KPI metrics, complete with definitions, examples, and solutions to help you improve them.
Elevating good customer service to exceptional only takes place when you know the cold, hard numbers.
We created this guide to help you break down the KPI (key performance indicator) metrics to improve your team's customer service, as well as to help you understand exactly what it’s measuring and why it matters.
Below, you’ll get a glimpse of each one in the wild through our reporting dashboard. And then, practical ways to improve them.
Note: 100+ companies use YesHello to delight customers with fast, personal support at scale. All without breaking the bank. Start your free trial today!
Here are the 10 customer service KPI metrics that matter.
Definition: Message volume measures the total number of conversations in your support inbox.
To do: Get a general understanding of how many of your customers need help. Track trends over time to see how product or support changes increase or decrease this number.
How to improve: Offer self-service as your frontlines
Definition: Message backlog refers to customer support requests left unresolved over a particular time frame.
Note: Resolution and reply mean very different things in customer service.
To do: Look at your 'Pending' messages, and track them for a certain period of time (daily, weekly, last 14 days, last 30 days, etc). The goal is to get the average number of conversations that are 'Pending' for a certain time period, and try to decrease it over time.
How to improve: Set up reminders for lingering tickets.
Definition: Average resolution time shows the average amount of time it takes to completely resolve a customer’s issue.
To do: Look at your 'Resolution Time' metric, and track them for a certain period of time (daily, weekly, last 14 days, last 30 days, etc).
How to improve: Prevent follow-ups with related articles
Definition: Average response time displays the median amount of time it takes to reply to a customer.
Customers have very high expectations for response time. With live chat and auto-replies producing an immediate reply, customer anticipate a follow up as soon as they send an inquiry.
To do: Look at your 'Response Time' metric, and track them for a certain period of time (daily, weekly, last 14 days, last 30 days, etc).
How to improve: Track messages volume for proper staffing.
Definition: Average first response time tells you how long it takes for a customer to receive an initial reply to their support request.
To do: Look at your 'Average First' metric, and track them for a certain period of time (daily, weekly, last 14 days, last 30 days, etc).
How to improve: Automate and templatize your first response
6. Customer satisfaction score (CSAT)
Definition: CSAT (customer satisfaction score) reveals whether a customer experience was good or bad
To do: A customer satisfaction survey is typically presented after ticket resolution to gather customer sentiment.
How to improve: Get more survey participants
Definition: The longest length of time a conversation took to be marked 'Done'.
To do: Look at your 'Longest' metric, and track them for a certain period of time (daily, weekly, last 14 days, last 30 days, etc).
Customer service lives in the details.
Shaving a few minutes off 'Longest' time adds up to big savings.
Managers should constantly be looking to improve the longest time by optimizing and streamlining processes for their team members.
The goal is to reduce this number overtime, but the actual number to reach for will vary depending on your organization.
Managers should be watching this number more than agents.
If the number rises, try out a new process or shadow your team member to see what’s slowing them down.
How to improve: Create a database of proven replies
Definition: NPS (Net Promoter Score) measures how likely your customers are to recommend your product or service.
To do: Send an NPS survey to solicit responses and generate the number associated with their recommendation.
Subtract the percent of detractors from the percent of promoters for a given time period to reveal NPS.
Let’s say surveys went out to 3,000 customers, and 300 responded. Filter the responses by promoters, passives, and detractors to get the percent for each. Then plug it into the NPS formula.
Your NPS score may vary wildly. Again, set a baseline and work from there. Interpret the results using benchmarks.
How to improve: Correlate all other metrics with NPS
PRO TIP: Use comments to add notes and communicate with your team before responding
Metrics alone won’t produce satisfied customers. It’s on you to take these data points and build a customer service experience that works for your organization.
Set KPIs (key performance indicators) based on each customer support metric to guide your support staff in the right direction.
Lean on your dashboard to track progress. And use all the tools on hand to fulfill customer requests with minimal effort.
It starts with the right support platform.
At YesHello, we make it easy to track customer data and share trends with the rest of your team.
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