Five customer service metrics you should track

Submitted 7/20/2012 by Level 2 Support

When it comes to measuring customer service the only metric you probably know or find important is the number of complaints you receive or don’t receive. If this is the case, well, you are in trouble. There are many clients who won’t bother to complain about a problem and will simply stop working with you or stop buying your product. With the most suitable for your business survey you can get more realistic picture of your clients’ satisfaction. But to actually know how to read the data is something else. Measuring all parts of the customer service you provide is an opportunity for improvement and growth. So here are some metrics you should know:

  1. Customer retention – monitoring how often your customers make repeatable purchases of your product is an effective way to get a conception of how deep your products stick with your clients. You should know which of your customers are buying more and more throughout your offerings and concentrate your retention policy on them, as they are your most important customers.
  2. Cancelations – always track the number of canceled and returned products. As important as knowing how much business you are loosing is, much more important is realizing what the reason for loosing it is. By tracking cancelations and returns you can start to see why you customers return products and start improving.
  3. Service level – the most important thing for call centers and support – the first call resolution. Track how much problems and complaints are solved from the first call and try to find which particular problems can’t be resolved with one call. After that – find a way to turn them to one call resolutions too. Also, the first calls are the most important when you win new clients.
  4. Time with customer – fast problem resolutions are something very nice for a customer support, but sometimes quickness can send the wrong message and affect the quality of customer interaction. Set a benchmark for call durations and try to find the perfect medium between the long chatty customer service and the quick scamp calls.
  5. Response time – most clients will be happy with the answer they receive, sometimes even if it’s not the one they expect, if you answer their inquiry fast. In a time of the virtual communications getting back fast to a customer is vital. Set a benchmark for the response time and achieve the goal.