There are three types of customer service metrics worth tracking:
Customer Relationship KPIs
Agent performance and efficiency KPIs
KPIs for team performance and efficiency
The Customer Service Metrics That Matter guide explains how to get the most out of your customer service metrics .
Customer Relationship KPIs
A quick and easy way to get japan telegram customer feedback is through a customer satisfaction survey . At Zendesk, we take a simple and effective approach to measuring customer service: we simply ask if the interaction was good or bad. Customers can also add a comment if they want.
Then, with the satisfaction indexes (CSAT) , there are many things that can be done. In effect, they form a metric that can be viewed from many angles. For example, the following can be tracked:
Long-term customer CSAT ratings
CSAT indices by customer types
CSAT rates by channel
CSAT indices by product or service
The average CSAT scores for agents and teams
Other companies might use metrics called Customer Effort Score (CES). Typically, companies that use CES do so instead of CSAT. Some adopt CES after using CSAT, once they have extracted all the useful information (about customer service) they could get from it.
But whether they use CES or CSAT, the message is clear: one of an organization's primary goals should be to reduce customer effort in order to improve their experience and, therefore, their overall satisfaction.
To get to the root of the customer relationship, beyond individual support interactions, we use the NET PROMOTER SCORE℠ ( NPS). The NPS survey helps companies understand whether the customer is likely to return, stay loyal, and advocate for the brand to other customers. The NET PROMOTER SCORE asks how likely customers are to recommend the business to someone else.