30 KPIs To Measure Performance & How To Choose & Track Them

Pay careful attention to low scores and follow-up to determine why customers are dissatisfied. Conversations handled by a rep are simply the number of conversations or interactions each support agent handles within a specified time frame, usually a day. Businesses of all sizes can leverage Service Cloud to streamline their processes and bring them into one unified platform. Whether you’re a small team or a large enterprise, Salesforce has various plans that offer you flexibility as your team grows. For example, a more abstract concept like employee satisfaction can be made quantitative by surveying employees periodically or by measuring employee attrition. Join over thousands of organizations that use Creately to brainstorm, plan, analyze, and execute their projects successfully.

Customer service KPIs or Key Performance Indicators for customer service play an integral role in the organization’s ability to acquire, manage, and retain customers. Without efficient and customer-centric customer service, the organization will not meet its sales figures, nor will it grow. Also, customer account and customer relationship management are equally critical. A customer service KPI dashboard is a live display of all the metrics that a team is measuring. A dashboard mainly helps with monitoring team performance and customer satisfaction metrics, including the total number of tickets resolved, average response time, and CSAT score. Client service KPIs measure the effectiveness of providing high-quality service to clients by evaluating their satisfaction levels and feedback.

Business-level KPIs

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. Using KPIs for sales support, an organisation can build powerful reports to improve sales productivity and customer support metrics like call time, wait time, on-time delivery, and product order lifecycle. Support can be the interface between product users and its development team in more technical cases, or offer quick solutions through the information available, for example. The service team will be the bridge between your product or service and the customer, managing the incident handling process with the main goal of providing a satisfactory experience with your company.

Real-time KPI management allows the organization to stop negative patterns from becoming the norm. These insights will give you a better idea of your marketing performance. Too much spam from new leads clearly means that people end up on your website by mistake. So it makes sense to review your campaigns and arrange them so that it targets your buyer persona more precisely. The answers will give you a clear understanding of whether you should improve your UX and reevaluate your design decisions. Product demos shouldn’t take more than minutes of their time, but their effect is much more powerful than that of any other channel.

An Employee Directory Can Improve Team Communication and Engagement

Tracking this metric provides a good gauge of agent workload so you can identify overworked agents that may need backup. For instance, you can redirect or reassign tickets of overloaded agents to others with more capacity. Escalation rate is the percentage of tickets escalated to someone else like a senior manager or another support tier. It’s a valuable KPI for telling you how many support tickets could not be resolved by your first line of support. Although fast response times are preferred, response quality should not be sacrificed for speed. Don’t respond with a generic, cookie-cutter support email—use some personality and personalization.

• A self-service portal, meanwhile, enables users to raise tickets, check older tickets, and browse the knowledge base.
• The key to effectively measuring customer service performance is not to measure all industry-recognized metrics.
• For one thing, sales and customer success teams should work together in close collaboration to achieve the best results.
• 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.
• It is a valuable practice to monitor these two separately as standard requests usually take less time to be resolved than special ones.

The set of leadership management KPIs is designed to track and measure each team member’s leadership abilities. Customer service is more about consumers than more about measuring numbers. You can transform your business into a support powerhouse with internal customer service and boost your employee engagement. Understanding your customer expectations and delivering support to enhance their satisfaction reduces the abandoned rates. The lower is the call abandoned rates means higher is customer satisfaction. Implement the ways to collect qualitative and quantitative feedback, that helps you know the areas working well and the gaps that need to be improved.

Average Resolution Time (ART)

These KPIs include metrics such as response time, resolution time, client retention rates, and overall client satisfaction. Improving these KPIs can lead to increased client loyalty and repeat business. Success metrics provide valuable insights and enable teams to evaluate their performance against set goals. By having a clear set of KPIs, teams can measure customer satisfaction, identify areas for improvement, and optimise their support processes.

A clearly defined KPI process ensures that team members acknowledge their responsibilities and are making collective efforts towards fulfilling them. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. I had previously worked in the television and film industry, where there was an entirely different metric – either I delivered high quality work on time or I didn’t, and I was out. 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. Seventy-seven percent of executives have already implemented conversational bots for after-sales and customer service.

NPS

While first contact resolution results in a solution being provided in the initial outreach, average resolution time measures the amount of time it takes to completely close a case. If you are in a service industry where issues escalate or move to other departments, measuring ART takes the true view of your performance out of your hands. Measuring employee satisfaction with their job, processes and team can alert you to any issues or attrition risks, and as a result retain your agents (and keep recruiting, training and onboarding costs at bay). Take frequent employee surveys, have 1-on-1 check-ins and encourage open communication to understand your employee satisfaction. As its name suggests, the abandon rate tracks the percentage of clients that leave a call or other form of communication before they can speak to an agent. This KPI can be used to measure the ability of the support department in answering requests in due time.

• But first, let’s define some key terms and then get to the essential KPI metrics for teams.
• Customers answer this question in retrospect of their entire experience with your brand.
• Monitor this KPI closely for your different support channels to keep it from going up.
• When it comes to the metrics of IT service and support, less really is more!
• We’re looking at stakeholder and client satisfaction, as well as communication.

Relevant – It should be relevant to a business process within the company while being linked to the organization’s strategic objectives. KPIs are simply a form of communication, and like any communication framework, KPIs too should be clearly understood by the people they are assigned to so that they can be acted upon. Make sure your team members are data literate and equipped with the right knowledge, tools and skills to make the right decisions based on the data they work with. While objective, measurable numbers are great for evaluating aspects of performance, they should not be relied on as the sole motivator. That’s why we also try to incorporate a KPI based on conversation reviews – to ensure quality, our support reps and engineers hold each other accountable through our custom built conversation review tool.

Monitoring these customer service metrics is important for you to know if you are performing well in comparison to this predefined goal. It does not really matter which specific metrics you chose, but it is essential to respect these agreements. Not evaluating them might let you out of track and some problems might also go unnoticed, delaying the moment you are aware of them and start fixing what has to be. It is usually measured by dividing the number of customers doing repeated business/purchases by the total number of customers. It is an important metric as it is well known that retaining a customer is less expensive than acquiring a new one.

On the other hand, skill-based routing helps lineup tickets and relay them to the ‘most qualified’ agent. Most importantly, Zendesk provides the tools agents need to collaborate with their colleagues through add-ons like Slack. You can leverage the Zendesk free trial to examine the solutions closely. Take note that there is no one approach for evaluating all your different KPIs.

Customer Complaints Due to Poor Service or Product Quality

For your service level, you can track as many KPIs for customer service as you wish – but what you should aim for is to honor the services you agreed upon and even exceed the targets. Just like the net promoter score, the customer effort score is directly linked to satisfaction rates and business growth, hence the need to lower this figure as much as you can. Dig deeper into weeks with high resolution times and identify roadblocks such as a lack of agent training or not enough staff to cover demand. It’s important to remember that this customer service metric can’t be interpreted literally. Moreover, technical glitches and bugs are completely out of reach for support reps and can only be resolved by technical departments. As I say, it’s not your typical customer service job to cross-sell or upsell.

Gauging business performance isn’t as skin deep as simply viewing the results and then calling it a day. After all, organizations are composed of customer-facing units departments, each with its own sphere of activities that affect the outcomes of operations. And in a lot of cases, taking a granular approach lets you see areas of improvement that you didn’t know existed. The answer to this lies in finding out what you want for your team and what your team wants from you.

It’s good to remember that data availability and visibility are not enough without leadership with an analytical vision and knowledge of the business plan. This technique not only helps you improve the FCRR levels, but also helps ensure that tickets are properly resolved, not just closed. And who would know better customers’ pain points and objectives than a customer service team that communicates with them every day? That’s the reason upselling and cross-selling often happen in customer service.

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