Customer Service Metrics: What Do Key Customer Service KPIs Measure?

These are some of the most frequently asked questions when you have a customer service team in your company. The answer is that you need to understand what these indicators are and how to measure them in order to analyze the quality of the service you provide Customer Service .

What are customer service indicators and what are they used for?

When a company often receives a large number of complaints about its customer service, it is because it has not given the necessary attention to that department. Customer service indicators serve to monitor and measure the quality of service.

Among other things, these customer support KIPs will show how satisfied your audience is with

the service you offer and how your agents

KPI stands for “ Key Performance Indicator.” As the name suggests, it is what you will use to measure how your company is performing in relation to customer service. Customer service KPIs will allow you to understand the success of your actions as well as the failures.

Below we show you the top 6 customer service KPIs that you should measure and analyze to monitor and greece telegram phone number list  improve the quality of customer service.

1. Customer satisfaction index (CSAT)
This is the most commonly used customer service KPI to measure customer satisfaction. You get this information when you ask the customer to rate the service they just received after making a purchase.

To make the instagram announces 60-second stories and may become a tiktok copycat  process  easier, you can create surveys with direct and simple questions, where the client can include objective answers to rate the service. An example of such a survey would be:

“On a scale of 1 to 5, how would you rate the care we have provided you? 1 being unsatisfactory and 5 being completely satisfactory.”

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This is one of the most important customer service quality indicators. This KPI measures how long the customer waited to receive first attention . This customer service indicator measures the average waiting time through contact means such as email, phone or chat .

The longer you wait to respond, the more dissatisfied the customer will be, and they may often give up on buying from  agent email list your company and go to the competition. To prevent this from happening, invest in tools to speed

Among customer service indicators, customer retention rate is a key one. This KPI shows the percentage of customers who have remained loyal to your company over a given period.

In the questionnaire presented to Customer Service  customers, the first half focuses on questions about the customers’ perception of the service you provide. The other half is based on their expectations, i.e. what the service should have been like in their opinion.