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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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