Customer service performance metrics

Customer service performance metrics are key indicators used to evaluate and improve the effectiveness of a customer support team.

What are customer service performance metrics?

Customer service performance metrics are measurable indicators that help assess how well a customer support team is performing. These metrics provide insights into various aspects of customer service, such as response time, customer satisfaction, and resolution rates.

Why customer service performance metrics matter

These metrics are essential for identifying areas where your support team excels and where improvements are needed. By analyzing these indicators, you can enhance customer satisfaction, streamline operations, and ensure that your team is meeting its goals effectively.

Key customer service performance metrics

First Response Time: Measures how quickly the support team responds to customer inquiries.
Customer Satisfaction Score (CSAT): Gauges customer satisfaction with the support experience.
Net Promoter Score (NPS): Assesses customer loyalty and likelihood to recommend the company.
Resolution Rate: Evaluates the percentage of issues resolved on the first contact.
Average Handle Time: Tracks the average duration it takes to resolve a customer's issue.

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https://www.neople.io/glossary/customer-service-performance-metrics

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