Measuring the right customer service metrics isn’t just a win for your customers, it will help you better train your staff, and help make your staff more efficient. As you’re prioritizing your factors for customer service success, keep these top three in mind to measure: how quickly your team is responding to customers, how efficiently they’re handling problems and how close they’re coming to creating the perfect customer experience.To do that, you need metrics that will deliver the right information, preferably in real time, so you can spot trends and patterns and make staffing and training decisions quickly. Whether your team deals with external customers or colleagues who make use of your department’s services, measuring customer service success is a great way to hone your team’s customer service skills.
Customer Service Metric #1: Response Time
You likely have a rule in place that your team must respond to customers’ calls, emails, web inquiries or help tickets within a preset amount of time. With that goal in mind, measure how effective the team is at achieving it and what’s driving their performance. If response times are sluggish, perhaps you don’t have enough people staffed at the peak times of day. It could be a training issue with staff who aren’t efficiently gathering information from customers. Or perhaps staff don't have the right communications equipment or systems to be able to respond on time, every time.
Customer Service Metric #2: Problem Resolution Time + Efficiency
How well your team handles problems when they arise not only has a significant impact on customer satisfaction, some experts even say it’s more important to be good at problem-solving than it is to not have any problems in the first place.
Your metric here is how long it takes for problems to be resolved -- for instance, the average time it takes from the opening of a help ticket to closure -- as well as how many interactions it takes for the customer to say the issue has been fully handled.
Monitoring resolution time and efficiency can give you effective customer service training ideas for your next training sessions.
Customer Service Metric #3: Perfect Order Percentage
As part of its customer metrics system, Amazon measures what it calls Perfect Order Percentage: “the percentage of orders that are perfectly accepted, processed, and fulfilled.”
The higher the percentage, the more likely customers are to want to continuing doing business with you. For orders that don’t meet the perfection standard, having the data available will help you dig into why, when and how mistakes are being made.