If you aren’t measuring your customer service performance, you stand very little chance of managing it. But since it plays such an important role in supporting the business – and can change brand perception at the drop of a hat – it’s critical that you know what to measure when it comes to customer service.
With so many KPIs dedicated to measuring it, however, how do you know which ones are worth monitoring? To make your decision easier, we’ll go through the customer service KPIs you and your team should be focusing on going forward.
Why are customer service KPIs important?
The way you and your customers perceive your customer service can differ drastically. What you think is top-notch, unrivalled customer service might be viewed in a less-than-positive light by those who experience it.
Customer service KPIs offer no such room for opinions and subjectivity. Objective and unbiased, they provide you with quantitative insights into what’s working and what isn’t. Through these figures and data, you can begin improving your processes and start making better decisions that can boost customer satisfaction and increase customer retention.