11 Most Important Customer Service KPIs and Metrics You Should Measure

As a result, though the ticket was resolved within the SLA, the cement had already hardened, which affected the business. Establish a well-defined process for continual improvement of first call resolution rate. Utilizing these approaches, companies can confirm that their assistance teams are achieving the highest level of proficiency and meeting customer demands. Applying these tactics will cause superior KPI results and more content customers. Use these 16 omni-purpose examples of customer support canned responses and see how much time you’ll save yourself. The total amount of requests shows the exact number of unique conversations your support team has in an inbox over a certain time (day/week/month).

The scenario depicted in this graph may mean that the IT service desk team is compromising on service quality to reduce the cost per ticket, which often results in lower customer satisfaction levels. This requires effective communication, attention to detail, and a deep understanding of the customer’s business objectives. Net Promoter Score (NPS) is one of the most important customer service metrics that measure customer satisfaction and loyalty. It’s based on users’ willingness to recommend your business to other people on a scale of 0-10. That’s why setting the right KPIs and customer support metrics helps business owners and managers determine whether their support team is up to par. It’s also one of the most effective methods to motivate employees and give them their well-earned rewards.

What Tools Would Your Recommend to Track Help Desk Metrics?

This is important, but maybe more important is having a business leader who is responsible for “reporting” on the measures. The business leader should be able to analyze the results, put the data in context, and explain whether performance is good or bad and why. The individual who is responsible for the measure will be able to influence the resources dedicated to improving the measure. Instead, choose one or two metrics for each of your objectives that will be most helpful in achieving them.

Here is a simple three-phase technique to get your IT help desk team resolving tickets in the first call. Optimize the number of incidents and service requests, and prepare the IT team to handle the ticket load. Total number of tickets handled by the IT helpdesk and their patterns within a given time frame. An increasing trend in the number of unplanned changes indicates the inadequate planning of changes and questions the efficiency of the change management process. Therefore, the change management process has to be improved to ensure proper planning and execution of changes.

Analysis of channel performance

When you’re tracking the right KPIs, you get an undoctored, objective view of your team’s performance, which increasingly, has an impact on a company’s bottom line. According to Zendesk’s sense for 2020, the most important aspect of a good customer service experience is to be able to solve problems quickly (about 60% of respondents mentioned this point). Before taking any decision, track these support metrics over several months. Monitor the customer churn over time and see what causes higher rates in order to improve the results in the future. Compare this KPI to others such as the agent utilization or the ticket handle time to extract deeper conclusions about costs and how to lower them. The IT help desk was unaware of this, and SLAs were set without considering these factors.

In the case of highly relevant and strategic indicators or more related to your company’s growth model, they can be called KPIs (Key Performance Indicators). These must be directly related to the delivery of value or to the development of the business. Check the total number of software installations vs. the total number of licenses purchased for every software application to identify over and under-licensed software. Furthermore, several other volume licenses were replaced, leading to cost cuts saving the company about one million dollars in their software license purchases. Percentage of software products and licenses in actual use by the business. One of the world’s leading financial institutions was able to improve its stability by reducing their major incidents.

For instance, we at HelpCrunch think that monthly recurring revenue is one of the most important customer service KPIs. So, our customer service reps’ biggest bonuses are tied to the MRR growth. You can be the most customer-driven company in the world, but every business should earn money. And being on the frontline of customer communications, support representatives should have a vested interest in bringing in more money and customers. Instead, gauging every aspect of your company operations will allow you to make critical adjustments in the execution to achieve your strategic goals faster. Your KPIs are only as good as the tools you use to track them, and no project management software offers you features like ProjectManager.

It also boasts of scalability, letting you manage a customer-oriented team, whether it is composed of a couple of agents or dozens. A quick overview of the reports page enables you to understand how your helpdesk and support teams are performing. Every metric like agent response time, resolution SLA, or ticket created can be analyzed based on ticket variables like status, agent group, type, and more. It lets you streamline your support by identifying bottlenecks and examining problematic tickets right from the report.

In a recent study, we found that customers prefer email support over all other digital channels. By tracking ticket volume per channel, you prioritize and shift resources to where your customers are. 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.

This saves you a lot of time in measuring your workforce’s performance and ensures that your company is tracking the most beneficial pieces of information. For this to work, however, corresponding analyses and action plans have to be enacted, especially if your organization is trying to curb the effects of the coronavirus pandemic. Useful as KPIs are, organizations are not advised to measure anything and everything that moves. In fact, managers have to be selective on which areas have to be measured to avoid unnecessary expenses and costly distractions. Analysis is required in both identifying and extracting insights from KPIs to truly make them work for critical departments like customer support and marketing.

Employee Turnover Rate (ETR)

In fact, every 1% increase in first call resolution sees a 1% rise in CSAT score. Plus, low-effort resolutions also drive loyalty and customer retention, with 61% of customers who’ve had their problems resolved with less effort choosing to stay with the company. It goes without saying that this metric is a vital KPI for businesses focussed on keeping customers happy. From response times to satisfaction rates and agent performance, these metrics and KPIs provide actionable insights to deliver stellar support experiences. A customer service KPI dashboard is a place where managers can access data in real-time – whether it’s CSAT, resolution time or effort score. Data is presented in graphs or charts and is continuously updated, enabling leaders to understand exactly how their team is performing.

There are core KPIs that every customer support team needs to be tracking closely. Some are based on very tangible metrics like resolution time, while others look at your customers’ feelings towards your company and how they perceived an interaction. As its name suggests, this customer service KPI tracks the costs of resolving an issue by different communication channels. Calculations of this indicator can include a variety of factors such as employee wages, license fees for software, equipment and technology expenses, and agent’s training just to name a few. While most of the examples on this list are conditioned by the quality of service provided by the team, this indicator is more straightforward and can help you make the most out of the resources you have available. An ideal situation would be to have low costs and high satisfaction rates for all your communication channels; however, this is not always the case.

Case study: Reducing major incidents helps improve it stability

Hung Nguyen of Smallpdf adds, “This figure is the percentage of times that each support agent resolves customers’ queries with their first response (that is, of course, within the service level agreement). It doesn’t matter the form of communication; it could be via email, live chat, telephone, or in-person—as long as it’s standardized across your support operations (for a fair assessment). Average resolution time (ART) refers to the total time taken by the team to resolve the support ticket once it is looked upon. The performance metrics provide unbiased numbers for you to measure customer service success.

• You get different types of KPIs, including financial ratios (e.g., net profit), process metrics (e.g., % of defective products), and customer support KPIs (e.g., average first response time).
• Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk.
• More mature service teams are usually subdivided into specialized roles at levels (N1, N2, N3…).
• How good or how regular and how accurate are they at submitting their timesheet?
• Customers will stop doing business with a company after one poor customer support experience.

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