Customer Kpis

Customer KPIs Examples For Customer Advocacy Strategy Programme, KPI Examples For Understanding Customer Satisfaction

These examples of Customer KPis for customer service will help you understand how happy your customer is overall. Customer satisfaction can, of course, have a huge influence on the entire organisation, including the bottom line. An unhappy customer is less likely to come back…

Number of Support Tickets & Complaints

It’s important for customer service teams to measure the number of new issues/support tickets/complaints being generated every day, week, and month. This allows you to understand if these new issues correlate to any new business developments such as new product launch. If the number of new issues spikes up, you might need to investigate and resolve the root cause.

Customer Satisfaction Score

A customer service department needs to keep track of your customer satisfaction (CSAT) score. This customer service KPIs measures the performance of your customer service department. You can achieve this by issuing a mini-survey to your customers after they have completed an experience with your service. You need to take it seriously and don’t rely on email feedback alone as your survey mechanism

First Contact Resolution (FCR)

FCR measures the percentage of support issues resolved by the customer service department upon first contact with a customer. For web chats or live calls, this means your agent resolved the issue before the customer ended the chat session or hung up the phone. FCR is calculated by dividing the number of issues resolved on first contact by the total number of customer contacts with the department. Issues are deemed “resolved” if the customer says they are resolved. As a result, with this information, you can narrow down to issues that aren’t being resolved on the first contact and address the root cause.

Net Promoter Score

Customers who are very satisfied or delighted with your customer service often go a step further and recommend your business. Their likelihood to do this can be measured using Net Promoter Score. This can be a great way to measure the performance of your customer service. We wrote extensively about NPS in one of our previous KPI guides, so check that out for more information.

Abandon Rate of Calls & Chats

Analysing the abandon rate can help customer service departments decide what measures need to be taken to address the issue. Consequently, the CS department may agree ring-backs should be implemented where a customer has an option to request a call back after holding on to a queue. Additionally, abandon rates can help you optimise resources such as utilising staff from other departments during peak hours.

Customer KPIs For Understanding Operational Efficiency

How efficient your team operates will have a direct effect on the customer satisfaction. Likewise, it will also impact on the overall business value the customer service team bring to the table. These examples of KPIs for Customer Service are all about helping you to understand how the team’s speed influences the performance overall.

Average Resolution Time

Great customer service is synonymous with timely resolution of issues. Therefore, if your department responds to customer queries faster, they will be happier with your services and will be more likely to stick around for long. If the department is unable to keep the resolution time low, it might be an indication that your team is understaffed.

Companies that make their customers wait on hold for long periods of time, will struggle to please their customers. This is actually a major cause of client resentment and dissatisfaction across the globe.

Cost per Call (Contact)

The cost per call is essentially the cost associated with a customer call (or live chat) arriving and being picked by a contact centre agent. The basic cost per call can be calculated by dividing the number of calls per hour by an agent’s hourly wage. This helps you determine the additional costs associated with handling extra calls. If the number of support calls reach a certain level, companies can hire additional agents to alleviate the pressure.

Average After Call Work Time

In most customer service departments, the work doesn’t end when a customer disengages the call. In many cases, agents will spend some more time informing colleagues about the call, sending emails and updating the database. Therefore, “after call work time” is the time a customer agent spends wrapping up a transaction at the end of customer call. Most managers will want to reduce this time so as to minimise the cost of interaction with a customer.

Training Investment per Employee

Whilst this is very much a lead indicator, you should closely monitor how much you’re investing in training and development. If you invest too little, it’s likely that you’ll either (a) struggle to develop top talent internally or (b) have top talent leave to pursue training and development opportunities elsewhere. Again, it’s hard to say what a good number is here, but at Cascade we’re aiming for a spend of around $2,000 per employee per year on direct training and development.

Wait Time for Callers

Having to wait in queues for endless minutes can be quite frustrating. Therefore, organisations should ensure the average call wait time for support is within an acceptable range. Calculate this customer service KPI by dividing the total time customers wait in call queues by the total number of customer calls answered.

Customer Call-backs

This is the measure of the number of repeated calls or support tickets from a customer within seven days from their first contact. The customer call-back

Customer KPIs encourages agents to resolve current as well as future (anticipated) issues. Therefore, any potential future issue anticipated by the agent, will be addressed comprehensively and proactively. In essence, don’t just react to the complaints and issues that clients are raising now.

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