Top 10 Key Performance Indicators for Customer Service: Part 2

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This post continues the Top 10 Key Performance Indicators for Customer Service. In our last post, we explored a number of different metrics from number of new tickets to average resolution time. The next five customer service KPIs center around the customer.

As we mentioned in our first post, TARP estimates that it can cost up to 5 times to acquire a new customer than to retain an existing one. Even if you have some customers that require a little more attention, it is still worth investing in your customer service department to improve overall customer experience. So, what are the next five key performance metrics for customer service and satisfaction that you should be tracking?

5. Response Time by First Reply

How long does it take for you to get back to customers? Minutes, hours, days? Customers expect a high level of engagement from their vendors. Even if you can't solve their problem during your first response, just letting the customer know that you have acknowledged the problem builds trust. Over time, as your organization becomes more and more efficient, this number should continue to trend down.

4. Average Handle Time

Even if you do respond quickly to an issue, how long is your average handle time? Acknowledging the issue is only half the battle. Customers should be kept in the loop of any resolution that your team is working towards. There should be many touch points and ultimately a quick resolution, if necessary or possible. A low average handle time may also be a customer satisfaction KPI.

3. Top Agents

Finding out who your top performing agents is critical to building a healthy customer service organization. By measuring number of tickets resolved, average handle times, and customer satisfaction - managers can benchmark agents. This not only creates a healthy level of competition, but it also identifies any agents that may need additional care to meet their job requirements.

2. Top Customers in Need

One customer service KPI that we mentioned before was finding out who your top 10 customers were. However, we’re not talking about your top 10 loyal customers, but top 10 customers most likely to churn. These customers may require a manager's attention. Or, they may have the most number of outstanding support requests, a significantly high handle time, or low customer satisfaction scores.

1. Customer Satisfaction Score

Outstanding customer service teams need to keep a constant pulse of their customer satisfaction (CSAT) score. This is the best measurement of how your service organization continues to perform. By providing an opportunity for customer feedback, managers can learn from the feedback to help them build and develop their customer service teams.

There are many more customer service KPIs that may be crucial for your customer service teams. At the end of the day, it's all about listening to your customer and doing whatever you can to help assist them. Before tracking any customer service metrics, make sure that your executives and managers are aligned on what to measure and what results you expect.

In our final post, we will discuss how customer satisfaction can help you drive customer loyalty and ultimately more revenue. Have you been able to reduce churn as a result of customer service? Share your story with us @GoodData!

This piece is part of a four part series on how your organization can use analytics to maximize their customer service organization's effectiveness. Stay tuned for our next piece: Want Higher Revenue? Improve Customer Satisfaction and Increase Retention.

Casestudy Zendesk:
Monetizing Analytics for a New Era of Customer Service

March 18, 2014
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