Customer experience is one the most important aspects a business. It is crucial to ensure that customers are happy with their interactions and build trust in your brand. You can track the performance of your business and monitor its progress over time with customer service statistics.
Customer satisfaction scores: CSAT can be used to track customer satisfaction. This metric is an immediate indicator of how happy your customers are with your customer service and can be used as a benchmark against competitors. A good score can mean that your customers are happy and engaged, while a low score could be an indication of poor product quality, poor customer service, or a bad marketing strategy.
Net promoter score: This customer satisfaction metric shows how likely customers are for their friends and family to recommend your services or products. It can provide valuable insight into how your customers feel regarding your company.
FRT: The first response time is a key metric to determine customer satisfaction with your support. This measure measures how fast your support team responds customers' inquiries. You should monitor it closely for any signs that may indicate lag. It is important to observe the "hockeystick growth," where it increases slowly before slowing down. However, this may not always be possible in real time.
Handle time is another metric that measures the time taken to resolve customer requests. It's an important metric for evaluating how your team handles incoming requests, as this can indicate opportunities for improvements in processes or training to improve speed. Because some topics can take more time to resolve, it's important to separate the conversation topic. If conversations on your account page seem to take more time than other topics for example, it could indicate that you need to improve your documentation or make product changes.
Average ticket count: This metric is important for measuring the effectiveness of Customer Service in responding to customer requests. This number can be calculated daily, weekly, or monthly so you can spot trends and determine how they may impact your overall service experience.
Customer effort score cards: These cards are an excellent tool to understand how customers work with you to solve their problems. They're an easy way to measure how much effort a customer feels they put into their issue, and 96% of customers who exert high effort are more likely to continue using your product or services.
Top-performing agents - This metric can be used to reward outstanding customer service reps in your company and identify them as the best. It can also help you monitor the performance and identify agents who need further training or coaching.