Customer Service Metrics Every Business Should Employ

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Nothing beats having clients that are loyal to your business or service, and the route to earning the loyalty of your clients is via the quality of your customer service. Quality customer service brings about client satisfaction. A satisfied client is likely to stay loyal. 

Your customers’ satisfaction and loyalty are crucial to the continuous growth of your business. Grievances from clients can affect a brand’s reputation, and induce loss of customers.

One can never be sure about the strength of their customer service, so it is necessary to measure it periodically. This way you won’t risk remaining oblivious to your shortcomings in customer service.

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This article will discuss three customer service metrics with which you can track and analyze the success and drawbacks of your customer service.

  • Customer Satisfaction Score (CSAT)

This metric is used by businesses to assess how satisfied their customers are with their services.

Since customer satisfaction is imperative, you must have an objective overview of how satisfied your clients are with your services. Also, rather than simply assuming their level of satisfaction, you should let your clients do the appraisal themselves. This way you can gather substantial information about their satisfaction level.

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In CSAT, you request your customers to rate their satisfaction using a scale. However, It is best to keep your questions straightforward and easy to comprehend. To boost the outcome of your CSAT ensure clients are asked politely.

  • Net Promoter Score (NPS).

This customer service metric indicates if your customers are satisfied enough to refer your services to others. This serves as a great tool to measure possible business growth.

Using a scale of 1-10, you request that your customers rate how likely they are to refer your services to others. Afterward, group the replies into 3 categories.

Promoter – (9-10) – Loyal customers willing to refer others.

Passive –   (7-8) – Though satisfied they are not very enthusiastic about your brand.

Unsatisfied- (0-6). Unhappy customers are most likely to say negative things about your business.

To derive your NPS you subtract the percentage of respondents that fall into the Promoter category and subtract it from the unsatisfied.

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  • FIRST CALL RESOLUTION (FCR)

This metric helps you track the productivity of your Customer Service Team. 

Frankly, being able to resolve issues on the first call is a way to display top-notch customer service skills. This is the sort of service that leaves a good impression on clients and can earn you more customers. 

Via this metric you get to note the strength of your team, so you know how to best optimize the team.

Finally, using Customer Service Metrics to track the success and flaws of your Customer Service is a great way to stay on the right track as you run a business. Satisfied customers equate to a successful business, therefore quality customer service is of utmost importance.

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Cecilia Wonah

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