How to Measure Customer Support Success - Customer Support Service

Measuring customer support success is an important aspect to identify how well your business is operating, what are your customers’ perception about your services, and even to attain business growth. But how are you going to measure your customer support success Key Performance Indicators (KPIs) can help you deal with that.

What Is a Key Performance Indicator (KPI)?

A KPI is a type of performance measurement which helps you understand how your company is performing. It also acts as a compass that lets you see and understand whether you’re taking the right direction towards your business goals. There are different KPIs you can utilize to measure customer support success. Below is a list of different Key Performance Indicators (KPIs) ideal for measuring customer support success:

Average Resolution Time

This KPI measures how long customers have to wait in order for you to resolve their concerns. It directly corresponds to customer satisfaction because the faster your team can resolve an issue the happier your customers will be. It also refers to your customer service team’s competence and how effective processes are. Keeping an eye on the Average Resolution Time will let you notice trends and quickly check if the time to resolution is increasing or decreasing and administer actions to improve a specific area.

Customer Retention Rate (CRR)

Customer retention is the outcome of excellent customer service and experience. If you create an excellent customer experience, then undoubtedly you will be enhancing your customer retention. To measure Customer Retention Rate (CRR), you will need the following pieces of information:

Number of new customers in a given period (N)
Number of customers at the beginning of the given period (S)
Number of customers at the end of the given period (E)

Here is the formula to measure CRR

CRR = ((E-N)/S)*100

These are some of the most important Key Performance Indicators (KPIs) that you need in order for you to determine your customer support success. By having these important data, you will monitor the areas that your team needs to improve so your customers’ will have a great customer experience.

Customer Satisfaction Score (CSAT)

Measuring customer satisfaction enables you to gain customer insights and what they think about your business. Customer Satisfaction Score measures how satisfied a customer is with your services. It is easily determined using one follow-up question: “How would you rate your overall satisfaction with the service?” Usually, the CSAT scale consists of regular numbers. Your overall score is based on the average of all customer responses.

First Response Time (FRT)

This KPI refers to the time between the chat made by the customer and call center agent responses. It is one of the most vital metrics to measure customer service that determines customer satisfaction level. Here are some reasons why the first response time is essential to the team’s overall response time:

It tells the quickness of your team’s issue addressing.
It gives you a clear view of your team’s response if it is enough or needs more resources.
It acknowledges customer’s concerns are being looked into.

Net Promoter Score (NPS)

Net Promoter Score measures how likely your customers are to recommend you to their colleagues. The difference between CSAT and NPS is that the first one focusses on the customers’ insights about your services while the other deals with how they want to recommend you to someone else. This KPI uses one follow-up question: “How likely are you to recommend us?” The NPS scale is divided into:

Promoters Category (9-10)
Passives Category (7-8)
Detractors (0-6)

Your overall score is based on the percentage of respondents who fall under the Promoter Category and subtract it from the Detractors Category.

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