Customers are the most important aspect of any business. It is vital to build trust with your customers by ensuring they are satisfied with their experiences. There are many customer services statistics that can help you monitor how your business is doing, and track progress over time.
Customer satisfaction scores (CSAT): This is a good metric for monitoring customer satisfaction with you services. This metric gives you an indication of how satisfied your customers are with the customer service provided by your company. It can also be used as a benchmark for other companies. A high score could mean your customers are happy and engaged. Conversely, a low score could signify poor product quality or poor customer service.
Net Promoter Score: This is a customer service indicator that shows how likely your customers will recommend your products or services. 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. It reflects how quickly your team responds to customer inquiries and should be monitored closely for any signs of 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: This metric measures the time it takes to solve a customer's request. This is an important metric to evaluate how your team handles incoming customer requests. This can help you identify areas where you could improve processes or train more efficiently. Segmenting the conversation topic is important as some topics may take more time to resolve than others. If conversations about your account page are taking longer than other topics, this could mean that you need more documentation on that topic or to make product changes.
Average ticket count is an important metric to measure how responsive your Customer Service team is to customer needs. This number should be calculated on a daily basis, weekly or monthly basis to identify trends that could affect your overall service experience.
Customer effort scorecards are a great way to gauge how hard customers work to resolve issues with your company. They are an easy way for customers to assess how much effort they have put into their problem. 96% of customers who make high efforts are more likely to continue using your product and services.
Top-performing agents: This metric is a great way to identify the best customer service representatives in your organization and reward them for their outstanding efforts. It can also be a useful metric for monitoring the performance of individual agents, and it can help you identify those who need additional training or coaching.