The 19 Customer Support Metrics You Should Measure

Having all of your customer support KPIs tracked in one place is a vital tool for better decision-making. Consolidating your metrics makes it easier for you to interpret the information, and identify trends that might not be immediately apparent from raw data. Customer Churn Rate tells you how many customers you’ve lost relative to the new customers you’ve gained in a specific period of time. This is particularly important considering that acquiring new customers costs your business far more than retaining existing ones. Conversation/Ticket volume is the main metric when it comes to knowing how fast the treadmill is running.

For customer support teams, figuring out the root of the cause for poor metrics is the key to coming up with new strategies that can help them. Most of the time, a lack of proper tools is what causes support teams to fail their customers. Poor KPI metrics may also indicate that you’re not measuring the right metrics for your teams and customers. By measuring cost per resolution, you can determine appropriate budgets for staffing needs and see how you can hasten your average resolution time to get a lower cost per resolution. This can be time-consuming and difficult to track manually, so using the help of an AI-driven customer feedback software will allow you to better understand this metric. By measuring ticket volumes and resolution rates, you can proactively respond to efficiency barriers.

Net Promoter Score

Companies often use service level agreements (SLAs) to define their expectations for this KPI. One SLA, for example, might promise a response to every customer support inquiry within one hour or less. Setting a company-wide standard for your agents will make it easier to track and measure their performance. Customer support KPIs are a series of measurements which allow a company to track the success of their operations in relation to achieving their goals or objectives. Key Performance Indicators help managers evaluate how their employees are doing, the value they bring to a team and how their work (and the customer experience) can be improved.

Creating this survey is simple but your metrics will depend on whether your wording is seeking 1-star rating or a 5-star rating as good. That might not be realistic, but it’s certainly a benchmark by which you can measure your progress. Your customers are certainly number one, but measuring the happiness and engagement of your employees is a close second. Success for any business means having a great deal of returning customers year after year, but making that a reality is no easy task.

What are customer service metrics?

For instance, a sudden spike or drop in ticket volume could indicate changes in seasonal traffic or product quality that agents should be aware of. To calculate your CSAT score, divide the number of positive answers (a 4 or 5 using the above scale) by the total number of responses and convert it into a percentage. ART (also known as average handle time) is defined as the average amount of time it takes an agent to fully resolve a ticket. Providing an excellent customer service experience often feels like a puzzle that’s tougher to crack than The New York Times Sunday crossword. To calculate this metric, decide which intervals you want to measure, i.e. daily, weekly, monthly, etc. In fact, 96% of customers who are faced with these types of high-effort experiences report being disloyal in the future.

If customers do not get what they expected from your product, chances are they’ll ditch the high-tiered offerings and settle for something else. CSAT is determined by asking users to rate their Customer Support experience after their issue has been closed. In most cases, this can be done on a scale (rate 1 to 5) or as a binary choice (Satisfied or Dissatisfied). After all, customers do not like to wait around and appreciate quick solutions to their problems while your business will spend fewer resources (time is money!) solving customer issues. Check out this guide to learn about the 3 key pillars you need to get started.

Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.