Top 10 Customer Support Metrics and KPIs

In your account, you’ll get visual reports showing your average resolution time in a given time period. For example, a rep with a 100% occupancy rate has no time to compose themselves between tickets. Not only can this lead to agent burnout, but it can also negatively impact customers’ support experience. For an even simpler solution, Zendesk automatically tracks this customer service KPI for you. The tool also gives an option to deduct pending time, on-hold time, or both, from average resolution time. It’s critical to track your resolution time—the amount of time it takes a customer service representative (CSR) to solve a ticket once it’s been created.

This metric is a little straight forward since 100% CSAT means your customers absolutely love you while 0% means no one does. The ARR is “annual recurring revenue,” a common metric in subscription revenue and SaaS businesses. However, since a large percentage of businesses work on the recurring revenue model, this KPI metric is also useful for all of them. While useful, none of the previous metrics look at customer satisfaction. Keeping track of the number of issues your Customer Support team is working on can provide valuable insights on team productivity, product issues, sale increases/decreases and more.

Customer Service Metrics & KPIs + How to Track Them

A quick overview of the reports page enables you to understand how your helpdesk and support teams are performing. Every metric time, resolution SLA, or ticket created can be analyzed based on ticket variables like status, agent group, type, and more. It lets you streamline your support by identifying bottlenecks and examining problematic tickets right from the report. Fortunately, Freshdesk offers a free trial to help you examine the solution closely.

Keeping customers satisfied and meeting their needs means finding out where they’re  struggling and strategizing ways to meet them where they’re at. This is where the key performance indicators are most crucial in customer success. They’re the metrics that help companies measure, define and track progress in their initiatives. Below, let’s look at the five KPIs every business can use to monitor customer success. Ticket volume by channel gives you a high-level view into where customers are coming to you with their issues.

Support

Admittedly, this customer success metric is only relevant for companies that use a subscription model, but it is crucial for those brands. This KPI tells you the percentage of users that renew their service plan from cycle to cycle. If you notice sharp changes in the positive or negative direction, it is a good idea to take a look at what is driving the change. This shows that you have lost 1.67% of your customer base in the last two weeks. This is a great churn rate.The tips for keeping this number as low as possible are the same as for keeping your customer retention rate high.

Thankfully, these identifiers are already accounted for by customer support software and other relevant solutions as part of their built-in reporting and analytics features. Customer support AI helps teams serve up the best information to customers in the best possible way and helps you meet SLAs for customers despite the volume you face. You’ll be able to catch important, high-priority issues quickly and route tickets to the right people. You could hire more agents to help offload some of the work, but then you have too many agents when things settle.

The A to Z of customer support metric examples

Well, that’s the company’s way of inviting you to share how smooth your experience was—asking you to submit feedback to gauge their customer satisfaction score (CSAT). A CSAT score is the average satisfaction rating for all of your customer responses. To help you improve your customer service efforts, here are the top 5 customer support KPIs you need to be tracking. The good news for the math-phobic among you is that if you have already calculated your customer retention rate, simply subtract it from 100, and you’ll have your churn rate. Once you start tracking your customer service metrics, you can create KPIs to start improving them and your customer experience. In this context, your automated resolution rate reveals what percentage of customer tickets your chatbot can fully answer without agent involvement.

• Organizations measure this key performance indicator to find out what their customers think about them and to see how happy they are with their organization at a specific point in time.
• Net Promoter Score looks at how likely it is that your customer will recommend your brand or business to others.
• Later in the post we’ll give you some tips on how to improve your customer relations.

Your RR helps represent the percentage of solved tickets that have been reopened by a customer reply. These are tickets that were solved initially but are automatically reopened by a customer replying to (or calling back about) a previously solved ticket. Your CSAT is meant to identify exactly how happy customers are with your support.

essential customer service metrics & KPIs + how to apply them

Don’t respond with a generic, cookie-cutter support email—use some personality and personalization. With a basic understanding of KPIs and why you should track them, let’s look at the top 12 KPIs support teams should track across three core categories. To determine your revenue backlog, you’ll just need the sum of the values of your customers’ subscriptions. If you don’t exclusively sell subscription packages, you’ll need to use tools like Dataweave or Y42 to measure upcoming revenue.

If you see the number of RPC climb up, it may mean that your employees are not paying as close attention to the customers’ problems as they could be. While CSAT and NPS present your customer’s point of view, your Internal Quality Score (IQS) rates your customer conversations from your own perspective. Customers who answer 9 or 10 are considered Promoters and are your best brand advocates, 6 and lower are Detractors and are likely to churn. Geckoboard is the easiest way to make key information visible for your team. This AI can create a detailed strategy with all the steps to take to reach your goals. A shared inbox provides a shared perspective of email and improves visibility, accountability, collaboration, and, ultimately, your KPIs.

Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.