50+ Customer Service KPIs & Metrics Massive List

Another might have a nearly perfect resolution rate, but spends too long on individual calls, giving low-ticket customers white-glove service. At a glance, they can tell you if you’re bleeding cash, losing new customers to churn, and keeping customers waiting when they reach out for support. Inversely, you can invert that data and use it to prioritize metrics based on your business goals.

Requester wait time is the cumulative time that a support request is unresolved while an agent is working on the issue. During a ticket spike, managing expectations for your help desk and service desk customers is a good idea. People are usually understanding if you’re transparent about longer than normal wait times instead of hiding it. First response time, or first reply time, is the time between creating a support request and the first documented action a service desk agent takes.

Customer support service quality KPIs

The first call resolution rate is one of the most important customer service performance metrics to track. It measures the efficiency of your team to resolve an issue on the first call. It is an indicator used to know how good your agents are at understanding and addressing a problem without needing to transfer or return the call. There are several ways to optimize this customer service KPI, starting with training your agents in their communication skills.

This allows you to understand if these new issues correlate to any new business developments such as new product launches. If the number of new issues spikes up, you might need to investigate and resolve the root cause. These examples of KPIs for customer service will help you understand how happy your customer is overall. Comfortable, easy exchanges build our most valuable human relationships, and the same rings true for customer service. If you experience a decline in your resolution rate, you may discover that bugs, inefficient workflows, or a need for better training and resources for your reps is responsible for this drop-off. Adopting AI technology to help you respond to tickets can lower your cost per resolution.

Essential Customer Support Metrics to Monitor

Now, as one of the managers of a global support team that is quickly scaling, I can completely understand not only the necessity but the benefits of tracking KPIs. Social media managers should have KPIs that represent reach, engagement, and conversion to revenue. The 15 social media key performance indicators examples below should be applied both as totals and for each social media platform that your organization is active on. In this guide, we’ve identified and prioritized the most impactful key performance indicators examples for each department. Use the table of contents below to find the KPI examples most relevant to your organization and teams. This guide provides examples, templates and practical advice to help you define the key performance indicators that matter most for your organization and teams.

• A KPI related to this goal could be measuring customer satisfaction following service interactions or the number of issues resolved in the first contact.
• You have to maintain a healthy balance between fast response and fast resolution.
• Constructive feedback is extremely important in our team and we encourage teammates to practice it with each other daily.
• Whether you’re managing a help desk or service desk, the rules of engagement are quite similar.
• There can be high-level KPIs that cover the overall performance of a company, and there are low-level KPIs that hone in on employees or processes in departments or units such as sales, marketing, and customer support.
• 90% of American consumers say that customer service is a deciding factor in whether or not they will do business with a company.

Similarly to ticket volume, you don’t need a specific formula to calculate your number of unresolved tickets. Rather, all you need is a reliable system (whether it’s a helpdesk or a process) for keeping track of how many tickets are left unresolved after a certain length of time. Your average number of unresolved tickets is a very important metric to track because unresolved tickets are a leading indicator of unhappy customers. Set a company-wide goal for the maximum number of unresolved tickets per day, week, and month.

Customer Satisfaction By End of Call

Additionally, it will help you to manage your customer service team more efficiently, potentially reducing costs and driving increased job satisfaction. Measuring your customer service performance gives you access to some of the most important leading KPI indicators for your business. These, in turn, will go on to influence things like your sales and your customer retention. But you need time to do this valuable analysis; without time, you can’t collaborate with relevant teams to glean insights from help desk metrics and customer behaviors.

Even more, what can ultimately count the most is the experience the customer gets while dealing with your business on a human level. A customer service department support kpis needs to keep track of your customer satisfaction (CSAT) score. This customer service KPI measures the performance of your customer service department.

Tickets closed per agent

It also shines the proverbial spotlight on their relevance in regard to customer satisfaction and some of the best customer support software that can help you analyze KPIs. Tickets solved per hour is how many tickets were resolved and closed within that same time frame. As with tickets handled per hour, this metric can detail how effectively a support agent operates. Most modern businesses have realized they must provide an outstanding customer experience (CX) to compete in the marketplace. While there are many ways you can do that—offering self-service resources, comprehensive support, and personalized experiences, to name a few—you may not see the true impact of those efforts without a way to track them.

Assessing your support team’s efficacy is almost impossible without proper metrics in place, but with so much to sift through, how can you be sure you’re analyzing the most relevant data for your team’s success? Metrics inform your customer support experience and can reveal potential issues with internal performance or processes while highlighting new opportunities and features for your product. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. The customer effort score measures how much effort your customer had to put into resolving their issue. To determine the customer effort score, ask your customer to rate their resolution experience on a scale from easy to difficult.

What are help desk metrics?

Additionally, a support manager needs to look at how support requests are distributed across different topic areas. Another help and service desk metric you should look at is the number of tickets solved. In a healthy help or service desk, your tickets opened and tickets solved trend lines should be parallel. By looking at these metrics every week, you can make sure you’re keeping up with demand and identify trends in ticket volume. Follow along to learn 12 key help desk metrics that can help you provide better service.

This could come in the form of new training and employee performance review, a need to review systems used like agent desk platforms or the need to adopt new technologies. Minimizing disruption in a person’s life and requiring minimal effort on their part are the cornerstones of good customer service. CES measures how much effort your customer had to put in to resolving a particular issue or answering a specific question. CES depends on a myriad of factors including time spent, total back-and-forth interactions, and the number of times a person has to reach out. Defining the metrics that represent success for your team will allow you to design a customer experience that resonates with your users and reduces churn. Standalone data can be intangible, with little or no context to convey the value of these figures.

The goal is, of course, to maintain net retention of 100% or more but, in practice, results can differ. It would make sense to compare your results over time to see if you generate positive or negative growth. That way, you will have a deeper understanding of your customers’ fluctuations and, in that case, you can easily brainstorm ideas to increase the net retention rate. A growing retention rate is what every company should aim for, and that’s why it should be amongst the main support metrics to measure.

To calculate Net Promoter Score, subtract the percentage of detractors (wouldn’t recommend you) from the percentage of promoters (would recommend you). Data, when presented on a dashboard, is most valuable since it can be used to identify trends that tell a story and give insight into how to proceed. Any variance in KPIs overtime should be connected to a cause, some activity, or event that caused the number to shift. Plus, to really make KPIs count, the data must be used to assess performance and drive action. Some KPIs will mostly be meaningful to one role or department, while others will be more relevant to the rest of the business, notably, those ones that tie in most directly with overall company KPIs. Tools like Mixpanel, Qualtrics, and Optimove can also help you automatically track this metric.

• Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction.
• You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more.
• First contact resolution (FCR) refers to tickets that are resolved after the first contact with a support agent or service desk staff.