How you can Measure your customer service performance with top KPI examples you could use

20-03-10-Tue 14:57


As a business, one of the things you would want to know you are doing correctly is handling your customers. One way of figuring that out is by paying attention to your company’s customer service efforts. You can do this using customer service key performance indicators. Anyone can use these indicators; it does not necessarily need to be a professional.

Measuring Customer Service Performance

Customer service KPIs open you up to multiple underlying customer service parameters. Once you the results from the analysis, the company can then focus on identifying areas that require improvement. The KPIs are as below:

1. Customer Ticket Volume

This KPI example allows you to know the overall volume of conversations that get to your customer support message box. Paying attention to this indicator will tell you the actual number of customers that require your assistance. Moreover, try to keep track of this value and check whether it improves or declines with every effort you put into improving your product, service, and support. On your dashboard, have items such as the conversations and overall resolutions to any customer complaints.

What happens is that you can compare these two metrics. Your goal may be to attain an 80 percent resolution rate or more. You could these by applying several measures to reduce the ticket volume. One solution to this volume is to have items such as FAQ and knowledge options. This means that you offer the information your clients can look up online or through the multiple communication platforms. This means that the customer will not need to contact your support team but get assistance by relying on your other sources.

2. Backlog of Customer Tickets

Even as we say that your customers can have some issues solved through your knowledge base platforms, there may be others only your support can handle. Such issues can be bulky and result in a backlog of unsolved customer issues that have spread over a long period. The first people that take the blame for this are your customer support. The challenge with this issue is that your team will need to create more time to solve such issues. Unluckily, it may be late because your customers may feel that you did not care about them.

Remember that there is a difference between the response to an inquiry and solving a raised issue. Response points to you having responded to client inquiries or messages, whereas the latter refers to the fact that you completely solve the problem with the product and service. A solution could mean that there is no need for more correspondence with the customer.

In this case, the focus is on three items, namely the customers, conversations, and resolutions. These parameters tend to relate interchangeably. Your plan should be to ensure that the number of conversations supersedes that of the number of resolutions. 

One way to ensure that there are lesser customer backlogs is to have a reminder for unsolved or untouched tickets. This approach makes sure you do not leave any issue unresolved. Moreover, a reminder allows you to solve the issues in the stipulated time to avoid disappointing customers with delays.

When there are delays, it should not scare you. Some customer problems may be complex, and therefore the best you can do is to show the customer that you are working on a solution. What follows is that you get back to resolving the issue.

3. Resolution Time Average

This parameter points at the average time spent solving an issue raised by a customer. The focus of this metric is in ensuring that the company not only replying faster to customer inquiries but solving the problems the clients raise. The conclusion made from your short resolution time reflects your enterprise has an excellent support team. When the resolution time changes a little, make sure to know what resulted in that. It could have been an absence of an employee, a lack of equipment, a holiday, among other issues. The point is that in the end, the company gets a solution to customer issues quickly.

The solution for resolution time still comes down to using related articles. Improving the knowledge base of your employees can sometimes reduce follow-ups. You can link the related article part with your inbox so that any time the customer asks you to direct them to the article. Furthermore, anticipate issues of customers that may come up and offer solutions in the articles beforehand.

4. Reply Time Average

A reply time average shows the estimated time spent in responding to a client inquiry. You will be surprised that most customers would prefer that when they contact your customer service that the response needs to be immediate. Some customers may not have an issue with their product but would want to test the customer support. They will try your live chat just to know how instant the response can be. Your goal is to ensure that you lower the reply time average. Make this parameter clear to your customer support so that they know that it matters to the business to respond quickly. One way of solving the issue is to pay attention to the ticket volume and ensure that there is enough staff to handle customer inquiries. Pay attention to the times of the day, month, or years when there are multiple sales and inquiries and staff appropriately for such moments.

5. First Response Time Average

An excellent first impression can mean a lot to your business. When it comes to customer service, an item you may want to pay attention to is how quickly your customer receives the first response to the first inquiry. Your customer support team needs to know that its success depends hugely on their promptness in responding to requests. One way of doing this is by replying with a short message that you are in reception of their message. The idea is to reduce the anxiety as you seek a solution to their issue.

To improve your first-time response score, create templates, and automate their use. It could be something like, "We got your message and will get back to you in a short while." You can include links to knowledge sources and articles on your company page that could solve the issue for the customer quickly. Have as many templates of this version but addressing other potential issues to get yourself ahead of the customer.

6. Customer Satisfaction Score

The point of any organization taking a customer service analysis is getting in depth information about the level of satisfaction of its consumers. The customer satisfaction, also CSAT score, allows you to know the kind of experience consumers are getting from your enterprise. To get this score, you need to do a satisfaction survey after handling your ticket resolution issue.

The survey directly obtains from the client a rating of whether the support they got was good or bad. On your KPI dashboard, your focus should be not only on the score but the participation percentage of customers in the survey.

You need to attain a Customer Satisfaction Score of 80 percent. You could use benchmarks to know whether the score is impressive. You could also compare the score against other periods, maybe monthly, quarterly, bi-annually, and annually. The deviation from the previous score should help you decide on better ways of improving the score.

You could get a more accurate result by improving the participation rate of customers in the surveys. Surveys can be tricky at times, for example, when an angry customer is taking it. Angry customers are impulsive and could easily make other customers doubt the satisfaction they have. To have a balanced customer satisfaction score, you may need to seek more delighted customers.

7. Handling Average Time

Once client support receives the request, the big question is the time they take to tackle each issue. You can arrive at the average handle time by measuring time spent between opening the email requesting support to the time support presses the send button to respond to the issue. Whereas customer support needs to get its fact right, being speedy about can save a lot of time for the organization, the customer, and the support team.

If you are a manager, pay attention to this parameter more often. In case there is a rise in the handle time average, use an employee to test for what could be setting your back. You can then work on shortening the time by avoiding things such as keeping off distractions and even solving an issue at a time. Another way is to make the knowledge base to work for you. You can do this by using responses on the knowledge base. Self-service can reduce the number of people that contact support, which could lead to better average handle periods. You may need to do special internal knowledge base for help.

8. First Call Resolution (FCR)

It is a very positive sign when your support solves an issue with its first response. Quick resolution rates can happen with theoretical problems. Your goal should, therefore, be to ensure that you are prompt when it comes to practical inquiries that might require lots of explanation. However, some customers will have follow up questions that could lead to inconsistent resolution results. A conclusive FCR can help with that.

The result is a happier customer and better productivity by the support team. You can always make percentage comparisons of this score currently and that of the previous assessments. The result is that you may have a better understanding of what needs amendment.

If you want this metric to have, more significant impact on other customer service metrics, solve 50 percent of requests on the first contact. For the rest, which may be more challenging issues, you could allocate some more time to solving them.

There are two things to achieve with first contact resolutions. Foremost, not only should you be prompt, your response needs to be conclusive and accurate. Secondly, you need to create more information so that their inbox becomes the last resort for customers.

You can create more information by developing a pool of proven replies alongside their questions. You can then share the questions and answers to keep your customers informed. Moreover, test the things your customers would respond to just through your inbox using canned replies.

9.  Net Promoter Score

Also, NPS refers to the potential that your client may recommend a product of your company to other individuals. An NPS Survey gives you access to both qualitative and quantitative data and come up with recommendations to key improvement aspects.

When using this KPI example, you can break down the consumers into three levels, namely detractors, promoters, and passives. A detractor will rate the product on a scale of 0 to 6 on their NPS. A promoter will rate the product on the NPS survey between 9 and 10. Passives are mainly those whose choice is shaky, and they chose between 7 or 8 on their NPS survey.

To arrive at the NPS, calculate the difference between detractors' percentage from promoters' percentage. An example could be that you gave out surveys to 5000 customers, and only 1000 responded. All you will do is filter responses by detractors, promoters, and passive in percentage from. You can then do the difference and arrive at your value. From here, you can compare the value against available benchmarks.

Another way of making the best of the NPS metric is by correlating other performance metrics with NPS. Everything that happens within the enterprise can be related to this KPI to arrive at a more reasonable outcome.

10. Replies per resolution

This parameter measures the interactions back and forth between the support team and a client before a solution is arrived at. It is easy to track replies per resolution with the help of a line graph. The idea is to pay attention to the baselines and any anomalies in the trend. Relate this metric with any changes in the product to arrive at what may have caused the inconsistency. Note everything down and hand it over to the support team. The team should be able to get back to the customers with a well-informed response to inquiries.

11. Market share

There is a significant connection between market share and customer service. Market share refers to the number of customers that subscribe to your product or services to the overall number of your customers and customers of similar products produced by a separate company.

Customers will not only consider the product but the customer support by the company offering the product. Other aspects come into play, such as the delivery of the product and the speed of delivery, which could result in a delighted or less delighted customer. A quick response to a customer issue about the product can also improve the place of the product in its industry. This result is possible given delighted customers may share their experiences with the product and the company. A positive review could net more customers for the company leading to a change in its market share.

12. Customer Profitability

As you work to make your customers happy with your service, you need to be aware of the place of that customer in your business. The first thing is to know how much the company makes from that customer, which brings us to the term customer profitability .

You may ask whether this is an appropriate customer service performance metric. The answer is that it is appropriate in a big way. Think of yourself as the support team and have an overwhelming day in that office. You need to decide on the customer that gets priority. The first person you will start with is the customer that brings more to your company. This does not make the other customer less important. As you try to retain your old customer, you also need to create a first impression on the new one. Have automated response templates and knowledge bases, among other options, to speed up your service. Any time the customer contacts you, they immediately get response from your automated messages system.

The importance of this metric is to find out the value exchanged between the company and the customer. This approach, furthermore, allows you to know what you can do to make the customer happy. Two things you need to focus on are the revenue and the expenses incurred. You can make your business more profitable by directing your budget to your customers. The profit will be the difference between revenue from the customer and the amount spent on the customer.

To know the revenue and expenses for every customer requires you to do a customer profitability analysis. Not only do you find out about revenue and expenses, but you also get to understand their habits. Understanding your customer habits allows you to forecast what your market may be. Once you have an idea of the profitability of your customers, you can allocate more resources in them to make them your customers.

13. Brand Equity

Most of the customer service efforts by a company are to attain a good perception. This perception could be about the product, the company, or its overall brand. Brand equity , therefore, positions itself as an excellent customer service performance indicator.

However, brand equity is just not about consumer perception, but about the impact the perception will have on the company and further the value the company gets from that perception.

Presenting KPI Findings


Aware of the KPIs, what follows is presenting the findings such that they offer the right solutions to the company. The first step is to focus on the trends of the company. Trends allow you to know where the change your company experiences may lead your company. The ideas is that an increase in customer satisfaction from 60 to 75 is better than when talking about just the company achieving 75 percent.

As you assess the performance of the company and presenting it to top management among other stakeholders, it will be useful to focus on abnormal occurrences within the organization. As you do this, be specific about the anomalies you want your audience to focus on.

Direct limited attention to anomalies and changes. Your managers are busy people, and they have a limited amount of attention to give you. Make sure it’s easy for them to know what to spend their time on.

Lastly, your data may be vague if presented as it is. You may need to coin the data into a story that shows the correlations between the different KPIs to make it easy for other stakeholders to understand. Moreover, the connections in the KPIs form the basis for crucial improvement areas.

Now that you know how you present your data, a key reminder is choosing the right metrics for each KPI. Your metrics need to be:

  • Authentic: Your data may be outstanding, but the story you present it with could be a lie. Be honest about the metric as harsh as the truth may be.
  • Meaningful: There needs to be the right twist in the metrics you use to source data. Your choice of metric needs to connect to the primary goal of your company.
  • Consistent: There needs to be a particular pattern that your KPI dashboard provides. Consistency in the way your data appears allows you to make connections between past achievements and recent achievements.
  • Contextualized: It is a regular occurrence for people to manipulate data to measure up to their controversies. Choose a metric that you can put in a particular context to protect avoid its meaning.


The customer is a significant part of your business. As you keep track of the profitability of your company, processes, and staff, it is important to ensure you do well by the customer. Customer service KPIs can help you attain that success. The above are just but a few to start with, getting it right with your customers can be just what your business needs to break even.





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