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Feedback Analyst metrics and KPIs

What are Feedback Analyst metrics?

Developing an effective Feedback Analyst metrics can be intimidating, especially when your daily duties demand your attention. To assist you, we've curated a list of examples to inspire your planning process.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

Find Feedback Analyst metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Feedback Analyst metrics and KPIs

Metrics for Customer Service Platform Impact

  • 1. Customer Satisfaction Score (CSAT)

    Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions

    What good looks like for this metric: 80-85%

    Ideas to improve this metric
    • Train customer service agents regularly
    • Implement a robust feedback collection process
    • Utilise automation for frequent issues
    • Monitor and review agent performance
    • Enhance knowledge database for agents

  • 2. Net Promoter Score (NPS)

    Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10

    What good looks like for this metric: 30-50

    Ideas to improve this metric
    • Focus on customer journey mapping
    • Address pain points identified in feedback
    • Provide timely and personalised responses
    • Recognise and reward loyal customers
    • Conduct regular product and service enhancements

  • 3. First Contact Resolution (FCR)

    Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness

    What good looks like for this metric: 70-75%

    Ideas to improve this metric
    • Ensure agents have access to comprehensive information
    • Provide decision-making authority to agents
    • Implement initial troubleshooting steps in self-service
    • Analyse repeat contact reasons and address them
    • Utilise real-time collaboration tools for support

  • 4. Customer Retention Rate

    Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty

    What good looks like for this metric: 75-85%

    Ideas to improve this metric
    • Develop loyalty programmes and incentives
    • Regularly engage with customers via newsletters
    • Offer personalised experiences and service
    • Address customer feedback promptly
    • Ensure competitive pricing and value delivery

  • 5. Average Response Time

    Average time taken for initial response by the customer service team, indicating responsiveness and efficiency

    What good looks like for this metric: 10-12 minutes on chat; 24 hours on email

    Ideas to improve this metric
    • Implement automated response systems
    • Optimise and streamline workflow processes
    • Schedule efficient shift rotations
    • Set clear response time targets for teams
    • Employ predictive analytics for demand forecasting
customer-satisfactionresponse-timecustomer-service-agentfeedback-analystsupport-teamretention-team
Implement these metrics

Tracking your Feedback Analyst metrics

Having a plan is one thing, sticking to it is another.

Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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