Top 20 Customer Metrics To Measure

Measuring the efficiency of your customer service efforts might be challenging. This is where customer metrics come into play.

The right set of metrics and KPIs that measure performance, productivity, and quality can provide valuable insights into how well your support processes meet customers’ needs. Moreover, they can help to get a clear view of your support team’s strengths and weaknesses. Thus, give a better understanding of improvement areas.

Below is an overview of customer service and support metrics. Your organization can track these to help you optimize the performance of your support operations. Thus, improve the overall customer service quality.

Customer Service Metrics To Measure

Customer Experience Metrics

Net Promoter Score (NPS) measures customer loyalty. Moreover, it shows the extent to which customers are willing to recommend a business to a friend or colleague.

Customer Satisfaction Score (CSAT) is a metric that tracks customer satisfaction with a business, purchase, or interaction.

Customer Effort Score (CES) measures how easy it is for a customer to do business with you. Such as making a purchase, resolving an issue, interacting with a company/product, etc.

Internal Quality Score (IQS) rates customer conversations from your own perspective. Unlike CSAT and NPS, that present customers’ points of view.

Customer engagement tracks how engaged customers are by measuring how often they communicate with the brand. For instance, the frequency of website visits, social media interactions, etc.

Customer churn rate reflects how many customers stopped doing business with a company over a certain period of time.

Customer retention rate reveals the percentage of customers a company has retained over a given time period.

Referral rate measures the number of customers coming into a business from a specified referral program.

Customer Lifetime Value (CLV) represents the total amount of money a customer is expected to spend. For example, in a business, or on its products over the whole period of their relationship.

Operational and Agent Performance Metrics

Open cases show the number of customers who are currently waiting for a response.

Request volume is the total number of customer requests including tickets, phone calls, chats, and conversations on social media.

Contact volume by channel tracks how many requests come in through various support channels and reflect customer preferences.

The resolution rate compares the number of tickets assigned to an agent or organization to how many are solved within a certain period of time.

Service level measures the accessibility of a company to its customers and shows the percentage of requests that agents answer within a certain time frame.

Ticket backlog refers to the number of customer service requests that are left unresolved over a particular time frame.

Average Speed of Answer (ASA) also referred to as Average Waiting Time or Average Hold Time tracks the amount of time it takes to respond to customers once they’re in a queue.

First Response Time (FRT) is the average amount of time it takes to provide an initial response to a support ticket after the customer submits it.

Average resolution time is the average amount of time it takes support agents to resolve a case.

The blockage is the number of calls that were not serviced due to a lack of agents or network failure.

Average Handle Time (AHT) is the average amount of time spent working on a single case before resolving it; including hold time, talk time, and wrap-up time.

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