Managing the performance of a customer service team requires a strategy that's built around certain customer service KPIs and goals that you set up for your customer experience.
Here is a list of the top 20 customer service metrics, along with their definitions and calculation formulas:
Metric Name | Metric Definition | Metric Calculation Formula |
Customer Satisfaction (CSAT) | The degree to which a customer is satisfied with a product or service | (Number of satisfied customers / Total number of customers) x 100 |
First Contact Resolution (FCR) | The percentage of customer inquiries that are resolved during the first interaction with a customer service representative | (Number of inquiries resolved on first contact / Total number of inquiries) x 100 |
Net Promoter Score (NPS) | A measure of customer loyalty based on the likelihood that a customer will recommend a company's product or service to others | (Number of promoters - Number of detractors) / (Total number of respondents) x 100 |
Customer Effort Score (CES) | The degree to which a customer perceives that they had to put effort into interacting with a company's customer service | (Number of low-effort interactions / Total number of interactions) x 100 |
Average Handling Time (AHT) | The average amount of time it takes for a customer service representative to handle a customer inquiry or issue | Total handling time / Total number of interactions |
Time to Resolution | The amount of time it takes for a customer service representative to resolve a customer inquiry or issue | Time spent on resolving a customer inquiry or issue |
Average Resolution Time | The average amount of time it takes for a customer service representative to resolve a customer inquiry or issue | Total time spent on resolving all customer inquiries or issues / Total number of inquiries or issues |
Issue Escalation Rate | The percentage of customer inquiries or issues that are escalated to a higher level of support | (Number of inquiries or issues escalated / Total number of inquiries or issues) x 100 |
Call Abandonment Rate | The percentage of customers who hang up before speaking with a customer service representative | (Number of abandoned calls / Total number of incoming calls) x 100 |
Self-Service Success Rate | The percentage of customer inquiries or issues that are successfully resolved through self-service channels (such as an FAQ or a knowledge base) | (Number of inquiries or issues resolved through self-service / Total number of inquiries or |