Top KPIs for Customer Service Department
1.Customer Satisfaction Score (CSAT): Measures customer satisfaction with a company’s products or services, typically through a survey with a numerical score.
2.Net Promoter Score (NPS): Assesses customer loyalty by measuring the likelihood of customers to recommend the company’s products or services to others.
3.First Response Time: The average time taken to respond to a customer inquiry or complaint, indicating the efficiency of customer service.
4.Resolution Time: Measures the average time taken to resolve customer issues, indicating the effectiveness of the customer service process.
5.Customer Retention Rate: The percentage of customers who remain with the company over a specific period, indicating customer loyalty and satisfaction.
6.Customer Churn Rate: The rate at which customers discontinue their business with the company, indicating potential issues with product or service satisfaction.
7.Customer Effort Score (CES): Assesses how much effort a customer has to exert to get an issue resolved, a question answered, or a product obtained.
8.Call Abandonment Rate: The rate at which customers disconnect a call before reaching a service representative, indicating potential issues with service accessibility.
9.Ticket Volume Trends: Tracks the number of customer service tickets over time, indicating patterns and potential areas for improvement in products or services.
10.Customer Complaints Rate: The number of complaints received relative to the total number of transactions or interactions, indicating overall customer satisfaction.