Best Customer Service KPIs and Metrics to Track

Customer Service

Customer service is an essential aspect of business operations that can influence your business’s bottom line and your organization’s image in the market. As a result, measuring customer service KPIs and metrics becomes critical.

Customer service metrics and key performance indicators (KPIs) quantify how well your staff handles service inquiries. It provides you with the necessary information about the weak areas of your team. In addition, it enables you to monitor and upgrade your business plans and training sessions as per the requirements in order to meet customer service benchmarks.

As a result, it’s critical that your key strategies be centered on gauging client happiness and providing a positive experience. However, it’s okay if you don’t know where to start. We have jotted down some information below to make you aware of the important key metrics for measuring your customer support success with greater precision.

Besides, never overlook the role of how you present your findings because if you don’t display them effectively, you won’t get the desired results in an efficient time. Hence, we would suggest utilizing the Escalation Matrix Template for better presentation. Now let’s explore what metrics are essential and why.

First Response Time (FRT):

Customers may leave your website if you take too long to respond. If they leave, the only loss is yours, as they have a whole list of options to choose from. Hence, getting connected to the brand’s agent immediately improves the client experience significantly.

By FRT (first response time), we mean the time duration between the response of the agent and the customer’s chat. This service metric measures how quickly your team resolves issues and assures the customers that their concerns are being addressed quickly.

In addition, you can use this KPI to see if your team is adequate or if extra resources are required.

To score high in FRT, we would suggest you deploy a chatbot as they would handle basic inquiries 24/7, even if they have no agent on the other side. As a result, it will reduce the number of support tickets generated.

Customer Retention Rate (CRR):

While acquiring new consumers boosts your brand’s image, keeping them for a longer period of time demonstrates that you have built trust and loyalty through customer retention techniques.

So the higher the CRR score is, know that you have excellent customer service. The lifetime value of a customer improves dramatically when you provide predictable and consistent services.

Every company strives to improve its retention rate, which is why it should be one of the most important customer service KPIs to track to compete for the long run. Remember, your Customer retention will directly rise if your brand has a positive image in the target market and a high satisfaction level.

Customer Satisfaction Score (CSAT):

Customer satisfaction score (CSAT) is a metric that assesses a customer’s level of pleasure with your company, services or products. Measuring this metric allows you to learn more about how people feel about you.

For instance, you could ask your consumers to score their happiness directly through various communication methods, like thorough live chat, in order to collect real-time client feedback using a survey form. Then, the average of all the answers will determine your CSAT score.

The higher your score is, the more satisfied your customers are. Therefore, implement methods for gathering quantitative and qualitative feedback which can assist you in determining which areas are performing well and which areas need more attention.

Average Resolution Time (ART):

Customer satisfaction is constantly influenced by the speed with which a problem is resolved.

Here, the average resolution time (ART) is the amount of time the team takes to resolve the concerned matter once it has been reviewed. It can be counted in hours spent online or days. Customer satisfaction rises as the resolution time decreases because every client expects prompt and consistent customer service. Hence, it’s critical to respond to customer questions in real-time if you don’t want them to abandon you.

To enhance your customer service and reduce the average resolution time. For that, you’ll have access to top business software or customer service tools as well as the ability to respond to customers quickly.

Cost per conversation:

Every company strives to provide the best possible customer service at the lowest possible cost; therefore, keeping track of this element is critical. Figure out what percentage of your overall revenue is spent on customer care (KPI).

When you are going to compare your cost support to the revenue, you can see how much your service efforts account for in relation to the total revenue.

A well-trained team could manage cost support. Hence, altering the staffing calendar as per your business needs would do great. When you will track this customer service indicator over time and find out the proportion to be abnormally high, it’s a good idea to figure out why and devise a strategy.

Performance of the chosen channels:

Businesses are turning to omnichannel; they can now engage with customers via their chosen channels to give a smooth conversational experience. Thanks to new technology, they now connect better using this information, whether they have chosen the website, email, phone, or social media to contact.

Let’s say you get 100 support queries per month, but you don’t know which channels your clients are using to contact you. Then what would you do? Hence, assessing these channels in order to identify the performance individually is critical.

The best practice is to determine your company’s most successful communication channels. By doing so, you can take action on time to improve the low-performing channels while also maintaining the service level on the high-performing channels.

Abandoned call rates:

One of the most common reasons for client abandonment is long line times. Customers feel irritated when they have to wait longer to speak with a representative.

Measuring this KPI aids in the development of effective methods for providing proactive support to your clients and enhancing their overall experience with you. Adding the service measure to your scorecard will enable you to see if it is happening and if not then you can figure out what’s causing a delay from your agents.

Hence, to reduce abandonment rates, the best practice would be to understand your customer’s expectations and work on them by providing them support to improve their satisfaction. Remember, customer satisfaction increases when call abandonment rates are low.


Summing up the article here, hoping that the above discussion might have helped you with your concerned matter. Consider the following because it is critical to track customer service KPIs and metrics if you want to provide a fantastic experience.