10 Customer Service & Support Metrics You Must Track

如今，客户服务不再是辅助业务职能。它会积极影响您的业务底线，并将您的品牌与竞争对手区分开来。实际上，almost 50% of customerswould be willing to pay a higher price for products or services if they could also expect a higher level of customer service.

Customer service and support touch almost every aspect of your company — your products or services, marketing, sales process, customers, and more. They also play a large role in your overall customer experience — because of this, it’s critical to measure the success of your customer service and support efforts

As you read through this guide, expect to learn the customer service and support metrics you can use to measure — and improve — your customer experience.

The following customer service and support metrics are key performance indicators (KPIs) that help you objectively measure and understand the impact of your customer service and support teams.

Wondering how to track, measure, and analyze all these metrics? Don’t worry; there are plenty ofcustomer service and support toolson the market to help with just that.

包括一个帮助台和Ticke HubSpot的服务中心ting tool that helps you keep track of customer requests so your team can stay organized, find solutions faster, and analyze inquiry data to improve team performance.

1. Average Ticket Count

Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these on a daily, weekly, monthly, quarterly, or yearly basis … or all of the above.

What Your Average Ticket Count Tells You

While more tickets can be a confirmation that your customer service system is accessible and working, it can actually indicate customers are having frequent issues — and that your product or service may be falling short.

当测量平均Ticke寻找什么t Count

寻找较少的门票，这对您的客户来说意味着更少的问题。

How to Improve Your Average Ticket Count

Communicate your customer feedback to your product and marketing teams so they can understand what your customers may be dealing with or asking questions about. Depending on the number of tickets you receive, ensure you have enough representatives on your customer service team to handle the ticket volume.

2. Ticket Backlog

Your ticket backlog is a measure of how many unresolved tickets are waiting to be handled by your customer service team. This metric can also be measured against daily, weekly, or monthly increments.

What constitutes as a “backlog” is subjective. Once you decide on your response time and resolution time goals, any unresolved tickets that last beyond these benchmarks could be considered backlogged. While speed isn’t the most important metric in customer service, it’s still critical to providing a positive customer service experience (as you’ll also see in a few of the metrics below).

What Your Ticket Backlog Tells You

该指标传达了您的团队到达，响应和解决您的门票的速度以及客户的门票进来的速度。

What to Look For When Measuring Your Ticket Backlog

在积压中寻找较少的门票意味着您的团队有一个有效的响应时间。

How to Improve Your Ticket Backlog

Understand your customer service process from start to finish. Are there any kinks that slow down your representatives and inhibit them from working on a new ticket? Do you have enough representatives to cover the number of tickets you’re receiving?

3. First Response Time

Your first response time measures how long it takes for a member of your customer service team to first respond to a new ticket or inquiry — essentially how long a customer has to wait before they are helped.

Like I said above, speed isn’t everything in customer service, but it sure provides a positive, enjoyable experience. Nowadays, customers expect speedy, efficient replies:within about 24 hours, regardless of channel.

What Your First Response Time Tells You

This metric tells you how efficient your customer service team is and how long it takes for them to open new tickets and respond to customers.

What to Look For When Measuring Your First Response Time

Look for less wait time for customers, which means positive customer experience.

如何改善您的第一个回应时间

确保没有什么让您的团队退缩并发出初步答复。鼓励您的团队立即兼顾几张门票，以便新的客户感到他们的查询已被听到或看到。与往常一样，请确保您的团队人手熟练以处理所有门票。

4. First-Contact Resolution Rate

您的首次接触分辨率（FCR）速率衡量团队对客户查询的首次回应解决的门票率。这是一个重要的指标，因为它表明您的团队沟通方式有多清晰有效，以及您要求客户首次伸出的信息。

FCR还与提高客户满意度直接相关。一Oracle studyfound that a 1% increase in FCR leads to a 1% increase in customer satisfaction. Today, people love speedy yet accurate solutions.

Note货代:不是每一个问题都是合格的,特殊的ly if the customer makes a mistake or your representative has to consult with the product or IT teams. Therefore, when calculating this, consider this formula (instead of including all tickets in your calculation):

FCR Tickets/Total FCR-Eligible Tickets X 100 = FCR Rate (%)

您的FCR率告诉您什么

该指标告诉您客户服务团队的效率有多高，以及他们的沟通和试图了解您的客户问题的清晰度。它还向您展示了客户支持“指示”的精确性，在客户与您联系之前（即，您需要从客户那里提供哪些信息来帮助他们）。

What to Look For When Measuring Your FCR Rate

寻找高FCR率，这意味着您的客户服务团队正在清晰地交流，并且您的客户了解您需要的东西以提供帮助。

如何提高您的FCR率

What do you tell customers you need from them to receive support? What form fields do you have in your customer support web form, and what instructions do you provide when you share your email, social media, or phone number? The more information customers provide upon initial contact, the quicker your customer service team can provide support — ideally in a single response.

5. Average Response Time

您的平均响应时间会跟踪您的客户服务团队在打开票后需要多长时间响应对话。该指标衡量了客户的帮助速度以及每张机票可以得到多快的速度。

What Your Average Response Time Tells You

This metric tells you how quickly your customer service team is solving issues and getting back to customers.

测量平均响应时间时要寻找什么

Look for quick response times, which demonstrate to your customers that their issues are your priority … which can lead to positive customer satisfaction measures.

How to Improve Your Average Response Time

确保您的团队有能力解决问题并回答问题。如果他们依赖经理，培训师或产品专家，则可能需要更长的时间才能通过答案和解决方案将其返回客户。另外，请确保您的团队立即处理和解决适当数量的门票，无论是五，五还是10。如果他们太不知所措，它可能会减慢您的客户服务过程。

6. Number of Interactions Per Ticket

您每张票的互动次数是衡量客户服务团队在票务开放时与客户互动的次数。从本质上讲，这是一个衡量您的团队在解决问题之前必须与客户进行交流的次数。

您每张票的互动数量告诉您多少

This metric shows you how effective each message or interaction from your customer service team.

What to Look For When Measuring Your Number of Interactions Per Ticket

Look for fewer interactions per ticket, which means that your team is communicating clearly, asking the right questions, and working hard to solve each problem swiftly.

How to Improve Your Number of Interactions Per Ticket

挑战您的客户服务和支持团队，以清楚地交流并提出周到的问题。要求他们鼓励客户详尽地解释他们的问题，以便您的团队可以尽快帮助他们……而没有那么多的来回。

7. Average Ticket Resolution Time

Your average ticket resolution time measures how long it takes your team to resolve each customer service or support ticket.

What Your Average Ticket Resolution Time Tells You

该指标告诉您客户服务团队的效率，并可能是客户的复杂性。

当测量平均Ticke寻找什么t Resolution Time

Look for short resolution times, which mean that your customers’ issues are being solved quickly — and more customers are walking away satisfied.

How to Improve Your Average Ticket Resolution Time

Take a look at the initial message your team sends to each customer. Make sure it asks thoughtful questions and encourages the customer to explain their problem in detail. Also, ensure your team is well-versed in your products or services so they can respond and resolve issues quickly without having to reach out to other teams for help — thus lengthening the process.

8. Ticket Resolution Rate

Your issue resolution rate measures how many tickets are fully resolved in comparison to those that haven’t yet been resolved. This metric is also measured based on a period of time, like daily, weekly, or monthly.

You can also compare your ticket resolution rate to your ticket backlog to see how many tickets remain unresolved each day, week, or month. What constitutes a fast or slow ticket resolution rate will depend on other benchmarks you set for your team: ticket backlog amount, average response time, etc. Calculate ticket resolution rate using this formula:

Resolved Tickets/Total Tickets x 100 = Ticket Resolution Rate (%)

What Your Ticket Resolution Rate Tells You

This metric tells you how quickly and efficiently is your customer service team solving — and closing — tickets.

What to Look For When Measuring Your Ticket Resolution Rate

Look for a high rate, which means that fewer tickets are being left unresolved.

How to Improve Your Ticket Resolution Rate

Be sure you have enough representatives to handle all of the tickets you receive. Are there other issues or distractions keeping your representatives from handling their assigned tickets and taking on new ones?

9. Preferred Communication Channel

The preferred communication channel isn’t as much a metric as it is an observation of how your customers prefer to contact you. Whether through email, live chat, social media, web form, or phone call, keep track of how your customers reach out to you to ask questions and share grievances.

您首选的通信渠道告诉您什么

This information tells you how your customers prefer to communicate with your business and what channels you should focus on and improve.

What to Look For When Measuring Your Preferred Communication Channel

You’re not necessarily looking for one channel in particular, but take note of customer patterns. These can help guide your customer service and support analysis.

How to Improve Your Preferred Communication Channel

There’s no way to improve this metric, but to improve your customer service overall, pay attention to the channels your customers prefer and then optimize those channels.

10. Customer Satisfaction

Customer satisfaction measures how your customers feel about the customer service or support they received. It’s typically measured by asking your customers to complete a quick survey post-service, whether by clicking a thumbs up or thumbs down or answering a few questions about their experience. How you collect this data is up to you, but it’s important nonetheless.

What Customer Satisfaction Tells You

该指标（可以说是最重要的指标）告诉您，您的客户服务团队的效果，乐趣和友好​​程度以及您的客户的问题是否得到了完全解决。它还可以根据您提出的问题来告诉您他们是否会回报问题或问题。

What to Look For When Measuring Customer Satisfaction

Look for positive responses, which mean great customer experiences and a well-functioning customer service team. Negative responses can also help, too, as they tell you how you can improve.

How to Improve Customer Satisfaction

Listen to what your customers are telling you. If your post-service survey doesn’t ask open-ended questions, consider following up with those who reported a negative (or thumbs down) experience and ask them for specific feedback.

HubSpot Service Hub包括一个客户反馈工具，因此您可以真正了解您的客户并发现机会使他们更快乐 - 因此他们与您在一起更长的时间。

Note：许多企业在其客户服务中包括某些客户成功和客户满意度指标和支持评分。这些指标可能包括其净启动子得分（NP）或客户保留率和流失率。这取决于您如何组织这些指标；我们已经在单独的博客文章中详细介绍了它们客户成功指标andcustomer satisfaction metrics.

All of these metrics are important for building the big picture of how customers interact with and experience your business.

Track Your Customer Service to Create the Best Customer Experience Possible

Customer service and support are multifaceted and multidisciplinary functions. These teams deal with countless customer issues, questions, and concerns regarding your products or services and their experience working with your business.

For this reason, customer experience doesn't have the same cut and dried metrics as other business functions … but that doesn't mean it's not important to measure. In fact, it’s arguably the most important factor to measure, because it’s one of the most direct customer touchpoints in your business.

Well-performing customer service departments lead to happy customers, and happy customers are your best marketers. So, use these metrics to improve your customer service and support processes — and boost your business’s bottom line.