Customer Service Metrics – 2023 Guide and Free Template

Customer Service Metrics – 2023 Guide and Free TemplateShow more

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In a world of on-demand and multi-platform support, customer service metrics allow companies to track the progress they are making. In addition, tracking your customer service metrics can be a great way to gauge the health of your company. Positive word-of-mouth can increase your brand’s reach and encourage repeat purchases from happy customers. Read on to learn how to track customer satisfaction and success efficiently, so that your team can stay on top of everything customer service. Bonus: Download a free and easy-to-use template for calculating your monthly efforts in customer service. What are the metrics of customer service? Customer...

In a world of on-demand and multi-platform support, customer service metrics allow companies to track the progress they are making. In addition, tracking your customer service metrics can be a great way to gauge the health of your company. Positive word-of-mouth can increase your brand’s reach and encourage repeat purchases from happy customers. Read on to learn how to track customer satisfaction and success efficiently, so that your team can stay on top of everything customer service. Bonus: Download a free and easy-to-use template for calculating your monthly efforts in customer service. What are the metrics of customer service? Customer service metrics are key performance indicators that measure the effectiveness, efficiency, and quality of customer support. By tracking common metrics, a company can allocate resources to the right areas, identify which channels are used by customers, and pinpoint recurring problems or bottlenecks. Client satisfaction is also measured using customer service metrics. Customer feedback, such as surveys or polls of customers, is also used to measure client satisfaction. In 2023, there will be 18 metrics that you should track to measure customer service. Here is a list of the most important customer service metrics. 1. Net Promoter Score (NPS) The Net Promoter Score is a measure of how likely customers are to recommend you to others. It is one of the most critical metrics for measuring customer engagement. Only customers who have a good relationship with your brand will recommend you. Send a brief survey to your customers after an interaction with customer service or a purchase. You can ask them a simple question, “How likely are you to endorse the brand?” NPS is typically measured on a 1-10 scale, although some companies use a 5-point scale. Source: Shaw Mobile survey Subtract your detractors (those that would not recommend your product) from your promoters. Remove those who are in the “maybe” category. These people are “passives” that don’t affect your score. NPS = Percentage promoters/percentage detractors 2. Customer satisfaction score (CSAT). Like NPS, CSAT involves asking your customers a simple survey question. In this case, however, you simply ask your customers to rate their experience. Instead of asking if they would recommend you, ask them if they are satisfied with you. This is one the most important customer service success metrics. This response encapsulates all aspects of the customer service experience. Sending an NPS survey can be done after a purchase OR a customer service interaction. CSAT surveys are typically sent after customer service interactions. Use a numerical scale or be creative like Booking.com in this CSAT questionnaire: Source: Booking.com email survey Divide the number of responses by the positive scores in your survey to calculate CSAT. To get the percentage, multiply by 100. CSAT = (Number positive scores/Number replies) x100 Hootsuite Inbox will automatically send CSAT surveys to customers after every customer service interaction. The results are then automatically pulled into Hootsuite Analytics, allowing for easy reporting and analysis. Reduce response time (and your workload) Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite’s Inbox today. Book a Demo 3. Customer effort score (CES) This is another metric determined by a simple survey. At first, the survey question looks very similar to that for CSAT. But in this case, rather than asking how satisfied the customer is with the service, you instead ask h...