Ecommerce Ebook EN V2 (2) - Flipbook - Page 26
3- K EY PERFORMANCE INDICATORS FOR CUSTOMER SERVICE
Customer service KPIs tell you how effective your customer service is and if you’re meeting expectations and providing a positive
customer experience. They directly affect call centers, email and social media support teams.
Key performance indicators for customer service include:
• Customer satisfaction (CSAT) score: The CSAT typically
measures customer responses to a very common survey
question: “How satisfied were you with your experience?” This
is usually answered with a numbered scale.
• Net promoter score (NPS): Provides insight into customer
relationships and loyalty by telling you how likely customers are
to recommend your brand to someone in their network.
• Hit rate: Is calculated by taking the total number of sales of a
single product and dividing it into the number of customers who
have contacted your customer service team about said product.
• Customer service email count: Number of emails your customer
support team receives.
• Customer service phone call count: Rather than email, this is
how frequently your customer support team is reached via phone.
• Customer service chat count: If you have live chat on your
ecommerce site, you may have a customer service chat count.
• Average resolution time: Amount of time it takes for a customer
support issue to be resolved, starting from the point at which
the customer reached out about the problem.
• Active issues: The total number of active issues tells you how
many queries are currently in progress.
• Customer classification: Beyond the total number of customer
support interactions, look at quantitative data to be proactive
and reduce customer support queries. Classifying customer
concerns will help identify trends and your progress in solving
issues. Also, classifying customers by current and future
value will help prioritize resources for resolution. More time
and effort should be directed to high-value customers.
• Service escalation rate: The service escalation rate tells you
how many times a customer has asked a customer service
representative to redirect them to a supervisor or other senior
employee. While this number should be kept low, it may be a
good idea to “fire” certain repeat complainers.
• First response time: Average amount of time it takes a customer
to receive the first response to their query. The lower, the better.
KEY PERFORMANCE INDICATORS
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