How do you measure support?
Overall satisfaction with support — You want this rating as high as possible. The best way of measuring it is by sending out surveys regularly. Over time, they’ll tell you how you’re doing month to month, quarter to quarter, year to year.
How do you measure the success of the support team?
Customer Support Team Performance Metrics
- First Reply Time (FRT) It’s a very important metric that shows how fast your support team reacts to incoming requests.
- Time to Resolution (MTTR)
- First-Contact Resolution (FCR)
- CES (Customer Effort Score)
- Average Response Time.
- Number of Support Tickets.
- CSC (Customer Service Cost)
What is KPI in support?
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving its key business objectives. That’s why setting the right KPIs for customer service helps business owners and managers determine whether their support team is up to par.
How do you measure good customer service?
The top 10 customer service metrics to measure
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Net Promoter Score (NPS)
- Social media monitoring.
- Customer churn.
- First response time.
- Overall resolution rate.
- First contact resolution rate.
What are the most important metrics for a customer support team?
The top 10 customer service metrics to measure
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Net Promoter Score (NPS)
- Social media monitoring.
- Customer churn.
- First response time.
- Overall resolution rate.
- First contact resolution rate.
How do you set KPI for customer service?
Top 10 KPI’s for customer service
- Number of New Tickets. One of the most obvious customer service KPIs to measure is the number of new tickets.
- Number of Resolved Tickets.
- Average Resolution Time.
- Number of Tickets by Medium.
- Top 10 Customers by Active Tickets.
- Response Time by First Reply.
- Average Handle Time.
- Top Agents.