In an increasingly competitive world, customer service is crucial to business success. But how do you know if your team is actually doing a good job? The answer lies in Key Performance Indicators (KPIs). In this article, we will explore the 6 essential KPIs to monitor and improve your customer service.
In reality, other KPIs can be organized, but analysis paralysis must be avoided.
“You can't manage what you don't measure.”
[cit Peter Drucker]
Customer Satisfaction Score (CSAT)
Customer satisfaction is at the heart of customer service. Measuring CSAT lets you understand how satisfied your customers are with their interactions with your team. Ask them to rate their experiences on a scale of 1 to 10.
First Response Time (FRT)
Initial response time is crucial. Customers want quick answers to their questions or issues. Tracking FRT helps you identify areas for improvement and ensure your team responds in a timely manner.
Average Handling Time (AHT)
AHT measures the average time it takes your team to resolve a request. A low AHT may indicate efficiency, but too low an AHT could compromise the quality of service. Find the optimal balance
Customer Effort Score (CES)
CES measures how much effort customers have to put in to resolve their issues. A low CES means customers find it easy to get help, which is a sign of effective customer service.
Net Promoter Score (NPS)
NPS measures customer loyalty and the likelihood that they will recommend your service to others. Ask customers to rate how likely they are to recommend your service on a scale of 0 to 10.
Customer Churn Rate
Churn rate measures the number of customers who stop using your service in a given period. Tracking churn helps you identify issues that could lead to customer loss and implement strategies to improve retention.
Conclusion:
Implementing and monitoring these KPIs can transform your service, improving it and increasing customer loyalty.
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