The objective of the plan is to enhance customer service performance by focusing on various key metrics. These metrics, like Customer Satisfaction Score (CSAT), are essential because they provide insight into the level of satisfaction felt by customers after interactions, guiding companies on where to improve. For instance, a CSAT score with a benchmark of 80-85% allows a business to see how closely it meets customer expectations.
In addition to customer-focused metrics, the plan evaluates metrics like Employee Satisfaction, which assesses how employees feel about their jobs. This is crucial because satisfied employees often deliver better service, leading to happier customers. Improvement suggestions such as offering rewards programs can help increase this satisfaction, leading to improved performance across the board.
Another significant metric is the First Response Time, which reflects how quickly customer inquiries are addressed. Achieving a benchmark of less than 24 hours ensures timely assistance, increasing overall customer satisfaction. Utilizing CRM tools can aid in maintaining these benchmarks efficiently.
Top 5 metrics for Customer Service Performance
1. Customer Satisfaction Score (CSAT)
Measures the level of satisfaction customers feel after interacting with customer service, typically collected through surveys
What good looks like for this metric: 80-85%
How to improve this metric:- Implement regular customer feedback surveys
- Provide training sessions for employees
- Use sentiments analysis tools
- Improve response times
- Offer personalised customer service
2. First Response Time
Calculates the average time it takes for a customer service representative to respond to a customer inquiry
What good looks like for this metric: Less than 24 hours
How to improve this metric:- Use automated responses
- Allocate resources efficiently
- Provide employees with comprehensive knowledge bases
- Implement better scheduling
- Use CRM tools to streamline processes
3. Average Handling Time (AHT)
Measures the average time spent on a customer service interaction from start to finish
What good looks like for this metric: 6-8 minutes
How to improve this metric:- Provide effective training for handling queries
- Use scripts for common issues
- Streamline processes
- Encourage team collaboration
- Regularly review and optimise procedures
4. Employee Satisfaction
Assesses the level of satisfaction of customer service employees about their work environment and job roles
What good looks like for this metric: 70-80%
How to improve this metric:- Conduct regular employee satisfaction surveys
- Offer recognition and rewards programmes
- Provide opportunities for career advancement
- Implement team-building activities
- Ensure a balanced workload
5. Issue Resolution Rate
Measures the percentage of customer service requests that are resolved successfully on first contact
What good looks like for this metric: 70-75%
How to improve this metric:- Improve training for problem-solving
- Provide comprehensive resources for employees
- Encourage proactive communication
- Analyse common issues for better solutions
- Adopt technology to aid in resolution
How to track Customer Service Performance metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
