20 kpis for customer service & suport

Here are 20 potential key performance indicators (KPIs) for customer service and support:

• First contact resolution rate: the percentage of customer issues resolved during the initial contact
• Average handle time: the average amount of time it takes for a customer service representative to resolve a customer issue
• Customer satisfaction score: a measure of how satisfied customers are with the customer service they received
• Net promoter score: a measure of how likely customers are to recommend the company to others
• Customer effort score: a measure of how much effort customers perceive they had to put in to resolve their issue
• Abandonment rate: the percentage of customers who hang up or leave the customer service queue before speaking to a representative
• Customer loyalty: a measure of how likely customers are to continue doing business with the company
• Repeat call rate: the percentage of customers who call back with the same issue
• Issue resolution time: the amount of time it takes to fully resolve a customer issue
• Case backlog: the number of open cases or issues that have not yet been resolved
• Case closure rate: the percentage of cases that are closed within a specified timeframe
• Case deflection rate: the percentage of cases that are successfully resolved through self-service channels rather than requiring assistance from a representative
• Average speed of answer: the average amount of time it takes for a customer service representative to answer a call or message
• Average wait time: the average amount of time a customer spends waiting in a queue before speaking to a representative
• Channel utilization: the percentage of customer interactions that occur through each specific channel (e.g. phone, email, chat)
• Customer retention rate: the percentage of customers who continue doing business with the company over a specified period of time
• Customer lifetime value: the total amount of revenue a customer is expected to generate for the company over the course of their relationship
• Upsell rate: the percentage of customer interactions that result in the customer purchasing additional products or services
• Cross-sell rate: the percentage of customer interactions that result in the customer purchasing related products or services
• Return rate: the percentage of customers who return products or request refunds.

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