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.
Customer Service Metrics
- Average Ticket Count
- Ticket Backlog
- First Response Time
- First Response Resolution Rate
- Average Response Time
- Average Ticket Resolution Time
- Issue Resolution Rate
- Preferred Communication Channel
- Customer Satisfaction
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.
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.
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
What to Look For When Measuring Your Ticket Backlog
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.
4. First-Contact Resolution Rate
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 (%)
What to Look For When Measuring Your FCR Rate
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
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.
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
6. Number of Interactions Per Ticket
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
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
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.
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
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.
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.