Updated : Feb 16, 2024
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Top 15 Customer Service Metrics and KPIs for Better Customer Service

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Drashti bhadesiya
A group of people at a table analyzing customer service metrics.

Top 15 Customer Service Metrics and KPIs for Better Customer Service

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Understanding the right customer service metrics and KPIs can sometimes feel like trying to find your way without a map. But they’re not just fancy business jargon. They’re the signals that help guide you towards better customer satisfaction and business success.

Let’s chat about the top 15 metrics and KPIs you should be keeping an eye on. You’ll get to know how to apply these effectively to ensure your customer service goes above and beyond what’s expected.

Why do these specific metrics matter, and how can they improve your customer service? Keep reading to learn more.

Key Takeaways

Grasping the correct customer service metrics and KPIs can sometimes feel like a puzzle. But they’re not just business lingo. They’re the indicators that guide you to enhance customer satisfaction and business victories.

Let’s discuss the top 15 metrics and KPIs you should be monitoring. You’ll understand how to use these effectively to guarantee your customer service exceeds the usual expectations.

Why are these particular metrics important, and how can they boost your customer service? Stick around to find out.

What are metrics in customer service?

Customer service metrics explained

Metrics in customer service are essentially the yardstick for Evaluating Customer Service Teams and customer support operations. They provide measurements that indicate the performance and effectiveness of customer service efforts. These metrics include First Response Time, Average Resolution Time, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Each metric offers a unique perspective on the customer experience, such as measuring happiness, likelihood to recommend, and ease of interaction.

Analyzing these metrics helps identify areas for improvement. For instance, a lengthy First Response Time may signal a need to expedite query handling, while a low CSAT score could indicate a necessity to enhance service quality. By leveraging these metrics to inform decision-making, businesses can optimize the customer experience and foster customer loyalty. Ultimately, utilizing metrics to drive improvements based on data-driven insights can cultivate a customer-centric approach that encourages repeat business and long-term customer relationships.

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Why are customer service metrics important?

Understanding the importance of customer service metrics in your business is like getting a map to better support your customers. These metrics act as markers to show where you need to make changes and build better strategies.

A great example is the customer satisfaction score (CSAT). This score gives you a peek into how your customers feel about your service. When you see high scores, you know you’re doing something right. But if the scores are low, it’s a sign you need to take a closer look at what might be going wrong.

Monitoring customer service metrics also allows you to check in on your support team’s performance. You can see if there are any hold-ups by tracking things like how quickly problems are resolved or how long it takes to respond to a customer. This helps you better manage your resources and make your processes more efficient.

Lastly, these metrics can help you get to know your customers better. You can figure out who your most valuable customers are, what they like, and how to cater to them. This helps you keep these customers and attract more like them, which in turn helps your business grow.

15 Top customer service metrics to measure

Customer service metrics analysis

Keeping track of the right metrics is vital to improving your customer service.

What’re the top 15 customer service metrics you should be measuring, you ask?

Well, they include things like Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). Metrics like these, along with others such as social media metrics and customer churn, can really help you get a better understanding of the quality of your service, how loyal your customers are, and where you might need to make some changes.

1. Customer Satisfaction (CSAT)

Customer Satisfaction, or CSAT for short, is a key player in the world of customer service numbers. It’s a handy little tool to measure just how pleased your customers are after they’ve interacted with your service. For your business, CSAT scores can help you keep a finger on the pulse of your service quality and figure out how people see your brand.

  1. Let’s talk about Customer Satisfaction Surveys: These bad boys are crucial for gathering up some good, old-fashioned feedback after your customer’s interaction. They’re a straight line to what your customers are thinking and can help you spot the good, the bad, and the ugly in your service.
  2. How about those CSAT Scores: They’re usually on a 1-10 scale, and they’re a solid way to measure customer happiness in numbers. The higher the score, the happier the customer, which means you can keep track of your service quality and make it even better over time.
  3. And then we’ve Brand Perception: If your CSAT scores are looking good, chances are your brand perception is too. This can help you win over customers, keep them loyal, and make your company name shine.

2. Customer Effort Score (CES)

Let’s chat about a key metric known as Customer Effort Score (CES). This measures how hard your customers have to work to get any issues sorted out with your customer service team.

By keeping track of how easy it’s for customers to interact with your company, CES offers a snapshot of the effort your customers have to put in to sort out their problems. If your CES score is low, that means your customers are having an easy time dealing with you, which could lead to them being happier and more loyal.

CES is usually measured by asking customers to fill out a survey or give feedback after they’ve interacted with your company. Keeping an eye on your CES can help you make your customer support process better, by highlighting any parts of the customer journey that might be causing problems.

The bottom line is this: the less effort your customers have to put in, the happier they’re likely to be.

3. Net Promoter Score (NPS)

Let’s chat about a key aspect of customer service that you should be keeping tabs on – the Net Promoter Score (NPS). This is an awesome tool that gives you a peek into how satisfied and loyal your customers are.

So, what exactly is NPS? It’s like taking your customers’ pulse. You ask them how likely they’re to recommend your company, using a 0-10 scale. Depending on their response, they’re tagged as detractors (0-6), passives (7-8), or promoters (9-10).

Here’s the cool part – NPS gives you two kinds of data. The numerical score, which you get by subtracting the percentage of detractors from the percentage of promoters. That’s your quantitative data. Then there’s the qualitative stuff, which comes from open-ended questions. This gives you a sneak peek into specific parts of the customer experience.

And why does all of this matter? A high NPS shows that your customers are loyal, they’re happy, and they’re saying good things about you – all of which are gold for growing your business.

4. Social media metrics

Let’s chat about social media metrics, shall we? These metrics are super important when it comes to customer service. They’re like a gold mine of information about how happy your customers are and what they think of your brand.

So what should you and your customer service team be keeping an eye on? Well, a few things really. First off, the time it takes to respond to customers. Next up, how successful you’re at solving problems – your resolution rate. Lastly, and perhaps most interestingly, customer sentiment. This is all about digging into the emotions and attitudes customers have towards your brand.

5. Customer churn

Customer churn is a big deal in the world of customer service. It’s a number that shows how many of your clients are deciding not to do business with you anymore. When that number starts getting too high, it’s a signal that something’s not quite right – maybe your customers aren’t happy, or perhaps there’s something off with the quality of your service.

So, let’s talk about a few key things here:

How Many Customers Are You Losing? This is what we mean by ‘customer churn rate’. It’s a percentage that tells us how many customers you’re losing over a certain period. If you’re losing a lot of customers, it could be seriously hurting your revenue and the future growth of your business.

Are Your Customers Happy? If your churn rate is high, it might be because your customers aren’t satisfied. Keep an eye on how happy your customers are; it’s always a good idea to know where you can improve your service or the products you’re offering.

Keeping Your Customers Around: Reducing customer churn is crucial for a successful business. There are tons of ways to do this, like creating a more personalized experience for your customers or setting up a loyalty program. The key is to keep your customers interested and invested in what you’re offering.

6. First reply time (FRT)

Let’s chat about customer churn and the vital part first reply time, or FRT, plays in your customer service plan.

You see, FRT is a key metric in customer service. It’s all about how long it takes for your team to respond to a customer’s initial question. On an average, it takes around 12 hours and 10 minutes to respond. But here’s the catch – almost half of your clientele are hoping to hear back from you in less than four hours.

The usual time for resolving an issue varies across industries, but it’s generally around 12 hours. So, a speedy FRT is a must-have to meet customer demands and avoid losing them. It’s no easy feat, but working on your FRT and the average time to resolution can really boost customer contentment and loyalty. It’s all about finding that perfect balance.

7. Ticket reopens

Keeping an eye on reopened tickets is a pretty important part of assessing your customer service’s effectiveness. It’s a clear sign of how well your team is dealing with customer issues.

  1. Quality of Customer Service: If a lot of tickets get reopened, it might show that your customer service isn’t quite hitting the mark. Maybe issues aren’t being fully dealt with, or there are ongoing problems that need more attention.
  2. Effectiveness of Resolving Issues: Tickets being reopened all the time could show that the process of dealing with issues isn’t working as well as it should. If you take a closer look at why tickets get reopened, you might spot areas in your support processes that could be better.
  3. Reopened Ticket Rates: Keeping track of how often tickets get reopened can give you a good idea of how good your team is at solving problems, and it can also show you where improvements could be made. Lower rates are usually a good sign that customers are happy and issues are being dealt with effectively.

8. Resolution time

So, let’s talk about how important it’s to keep an eye on the time it takes to resolve a customer’s issue. Sure, reopening tickets might clue you in to some areas that need a bit of work, but the real goldmine of information is in the resolution time.

This metric is all about measuring how efficiently your team can handle a problem and find a solution. And here’s a fun fact: the industry standard is about 12 hours. It’s like walking a tightrope, trying to balance getting things done quickly and doing them well. But it’s worth it.

Why, you ask? Well, it’s simple. Your resolution times can directly affect the kind of feedback you get from customers and how satisfied they’re with your service. Keep an eye on this metric, tweak your processes as necessary, and you’ll see a positive change in customer experiences and loyalty.

At the end of the day, a quick resolution time shows your customers that you value their satisfaction. So, it’s definitely something to keep in mind when you’re looking at your customer service metrics.

9. Customer lifetime value (CLV)

Alright, let’s chat about a key metric called Customer Lifetime Value or CLV. Essentially, what this does is predict the total amount of cash a business can anticipate from a single customer throughout their business relationship. Grasping the concept of CLV helps you gauge the long-term worth and profitability of your customers, and it’s super handy when it comes to shaping your business strategies.

  1. How to Calculate: To figure out the CLV, you need to consider things like the average value of purchases, how often purchases are made, and the expected duration of the customer-business relationship.
  2. Strategic Impact: Keeping an eye on CLV can help you focus on customers who contribute more value. This way, you can work towards fulfilling their needs and enhancing growth.
  3. Profitability: CLV doesn’t just stop at helping you focus on valuable customers. It also provides insights that support your decision-making process regarding customer acquisition, retention, and building loyalty programs.

10. Recurring revenue

Recurring revenue holds a solid spot at number ten on our list. Why? Because it’s a super handy way to check how we’re doing in terms of customer service. The more repeat customers we have, the more we know they’re loving what we offer – and that’s a pat on our backs for a job well done!

So, how do we calculate recurring revenue? It’s simple math, really. Multiply your average earnings per customer with the total number of customers who keep coming back. What you get is a clear picture of how much our customers value our service.

But that’s not all. Tracking recurring revenue is like gazing into a crystal ball. It helps us peek into the future, giving us an idea of our potential earnings. Plus, it tells us if our service strategies are working in the long run.

Here’s the cherry on top: boosting our customer service to increase recurring revenue could mean customers stick around for longer. This means our business keeps growing, and who doesn’t love that? So, let’s never underestimate the power of recurring revenue!

11. Expansion revenue

Alright, let’s have a chat about a pretty important topic in customer service – expansion revenue. What’s that, you ask? Well, it’s just a way to keep track of the extra money you’re making from your current customers. It’s like a report card for how well you’re doing at getting more sales from the same people.

First up, let’s talk about upselling. Picture this: you’ve got a customer who’s all set to buy something from you, but then you convince them to go for a more expensive option or add something extra to their purchase. That’s upselling in a nutshell, and it’s a great way to increase the amount they’re spending and boost your expansion revenue.

Next up is cross-selling. This is all about suggesting other products that go well with what your customer is already buying. It’s like when you’re at the supermarket and you buy some chips, and then you think, ‘Hmm, I could really go for some salsa with this.’ Before you know it, you’re buying more and more stuff. That’s cross-selling, and it’s a fantastic way to increase repeat purchases and the overall value of each customer.

Lastly, there’s the art of customer retention. This is all about keeping your customers happy so they keep coming back. It’s not just about keeping the money flowing in, but it’s also about potentially increasing their spending over time.

12. Revenue contraction

Ever wondered what revenue contraction means and why it matters in the realm of customer service metrics? Simply put, it’s when your revenue takes a dip due to customers downgrading their service levels or choosing to take their business elsewhere.

This metric isn’t just about the money you’re losing. It’s a reflection of your customer service quality. If you’re delivering top-tier service, you might see customers upgrading their packages or at least sticking to what they’ve got. On the other hand, if your service isn’t up to par, you might see more downgrades and cancellations.

Keeping a close eye on revenue contraction allows you to spot any potential weak points in your customer service approach. You can then make strategic changes to improve. It’s a crucial piece of the puzzle for keeping your customer retention rate high and ensuring that your service strategy aligns with your broader business objectives.

13. Average revenue per user (ARPU)

Grasping the concept of average revenue per user (ARPU) is vital because it gives us a clear picture of how much each customer contributes financially to your business.

  1. What is ARPU?

ARPU is a way to figure out how much revenue each customer is bringing in on average. You get this number by taking your total revenue and dividing it by the number of active users. It’s a telling sign of how much your customers are spending.

  1. Why is ARPU important?

Keeping an eye on ARPU lets you observe shifts in customer behavior as well as how well your pricing strategies are working. It’s a key instrument in your toolkit for generating revenue.

  1. How can ARPU be used?

ARPU is a handy tool for fine-tuning your pricing, getting better at segmenting customers, and ramping up your efforts to bring in more revenue. By truly understanding this metric and putting it to use, you can gear your business towards long-term growth.

14. Average response time

Let’s talk about average response time, shall we? It’s a crucial measure of customer service quality, showing us the typical wait time for customers before their concerns are addressed. Some folks often confuse it with the term first response time, but it’s essentially the same thing. The main point is, it’s a big part of keeping your customers happy.

Now, here’s something interesting. Industry standards show that the usual first response time is 12 hours and 10 minutes. But here’s the kicker – almost half of the customers want a response in under 4 hours. That’s quite a gap between what’s happening and what they want, right?

15. Average resolution time

Let’s chat about something really important in customer service – the average time it takes to resolve a problem. This is a key indicator of how quick and efficient your team is when it comes to sorting out customer issues. Keeping an eye on this number is a great way to gauge how quickly your team jumps into action when a customer reaches out for help.

In general, if your team’s average resolution time is about 12 hours, you’re doing pretty well. That’s a good industry standard to aim for. The faster you can fix problems, especially the tricky ones, the happier your customers will be. And happy customers mean more loyalty and trust in your brand.

But don’t just set it and forget it. Keep a close eye on this number and always be looking for ways to bring it down even further. This ongoing commitment to improving your resolution time can make a big difference in your customer service performance and the overall experience of your customers.

How to measure customer service performance?

Evaluating customer service metrics

So, you’re looking to gauge how well your customer service is doing? That’s great! There are quite a few ways you can do that. One of the easiest methods is by simply asking your customers through surveys. It’s direct and gives you an insight into what they think.

Also, you can monitor your live chat and chatbots. These tools are pretty cool because they allow you to see how your team is engaging with customers in real time.

Don’t forget about Customer Relationship Management (CRM) systems either. They’re useful for keeping tabs on all the different interactions happening between your team and your customers.

And of course, social media is another excellent resource. It’s like a window into what people are saying about your service out in the open. All these methods combined will give you a comprehensive understanding of your customer service performance. Pretty neat, huh?

1. Surveys

Surveys, you know, they’re really something! They’re this powerful tool that gives you a direct line into what your customers are thinking and feeling. And when it comes to customer service? They’re absolutely crucial.

Let me explain. There are a few key metrics that we can pull from surveys. Things like Customer Satisfaction, or CSAT for short, Net Promoter Score – NPS if you’re into acronyms, and Customer Effort Score, also known as CES.

So, what’re these exactly? Well, CSAT is all about figuring out how satisfied your customers are with the service you’re providing. You ask them to rate their satisfaction and voila, you’ve got a direct measure of how well you’re doing.

Then there’s NPS. This one’s a little different. Here, you’re asking your customers how likely they’d be to recommend your company to others. It’s a great way to gauge customer loyalty and how satisfied they’re overall.

Last but not least, we’ve got CES. This one’s all about how easy it was for your customers to get their problems solved. It’s a score that tells you just how much effort customers have to put in when dealing with your services.

Including these metrics in your surveys can really give you some solid data to work with. It helps you make those big decisions and fine-tune your services. So, don’t underestimate the power of a good survey!

2. Live chat

Live chat isn’t just a fantastic tool for customer service, it’s also a goldmine of real-time data that can help you gauge how well you’re doing. One vital thing to keep an eye on is your resolution rate. If your team is resolving issues quickly, it’s a good sign that they’re on the ball and handling problems effectively.

Another thing to watch out for is how many chats are being escalated. This should be kept to a minimum to ensure everything runs smoothly. It’s also worth looking at how many chat interactions occur for each ticket. If there are fewer interactions, it could mean your customers are happier because their issues are being resolved quickly.

Don’t overlook your customer satisfaction scores, either. They’re like a report card, giving you instant feedback on how you’re performing. The industry average is 85%, so that’s a good benchmark to aim for.

3. Chatbots

Chatbots have become a game-changer in customer service, taking on an impressive load of routine customer questions and speeding up response times.

  1. Rate of resolving issues with chatbots: This helps us see how many customer issues your chatbot can handle on its own. The bigger the number, the better your chatbot performs.
  2. Time taken to respond: This important customer service metric tells us how long your chatbot takes to get back to customer questions.
  3. Savings on cost: Chatbots can take a load off your human customer service team, which can save you a good chunk of change.
  4. Reviewing customer feelings: This is all about keeping an eye on customer interactions with your chatbot to get a sense of their feelings and how satisfied they are.

4. CRM

So, you’re keen to get a handle on your CRM’s customer service performance? Great! Let’s talk about some important metrics that can give you a real sense of how things are going.

First up, let’s consider your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Average First Response Time (FRT). These metrics can tell you a lot about customer happiness and how quickly your team is responding to queries.

Another couple of metrics worth your attention are the Average Cost Per Resolution and Employee Turnover Rate (ETR). These ones can give you a sense of how effectively your team is sorting out issues and whether your employees are content – which, let’s face it, has a big impact on the level of service they provide to your customers.

5. Social media

Assessing how well your brand is doing when it comes to customer service on social media? It’s all about knowing what to look for. You gotta pay attention to the right numbers, the ones that can tell you how quickly you’re responding and how happy your customers are when all is said and done.

Take the Average First Response Time, for example. This is all about how quickly your team jumps on a customer question. The faster the response, the happier the customer – it’s as simple as that.

Then there’s the Customer Satisfaction Score (CSAT). Once you’ve handled a customer’s issue, this score tells you how happy they’re with the solution. The higher the score, the more likely they’re to stick with your brand.

FAQs About Customer Service Metrics

What are the metrics used in customer service?

Some common metrics used in customer service are:

Average response time
First response time
Customer satisfaction score (CSAT)
Net promoter score (NPS)
Customer effort score (CES)
Service level agreement (SLA) compliance
Average handling time (AHT)
Abandonment rate
Resolution rate
Customer retention rate

What are the best KPIs for customer service?

Response time, customer satisfaction (CSAT) score, net promoter score (NPS), customer effort score (CES), first response time, resolution time.

What 3 metrics best measure customer success?

Customer success can be best measured using the following three metrics:

Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Retention Rate (CRR)

These three metrics together provide a comprehensive understanding of customer success, encompassing satisfaction, loyalty, and retention.

What are QA metrics customer support?

QA metrics in customer support are used to measure and evaluate the performance and effectiveness of a customer support team. These metrics help assess the quality of customer interactions and the overall customer experience. Some common QA metrics in customer support include customer satisfaction scores (CSAT), net promoter scores (NPS), first response time (FRT), average handle time (AHT), resolution time, and customer feedback ratings.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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