What are the KPIs that can be set for a customer service team that can be measurable?
1 answer
Hi Chris,
My favorite one is the “% of returning problems” as a lagging KPI, and “time to resolve customer’s issue” as its leading pair.
Some more standard KPIs:
- Net Promoter Score, for sure, learn more about it at Wikipedia.
- Overall Satisfaction Index. Might be subjective as people normally don’t have time for various surveys, so keep it simple: happy / unhappy.
- Customer Retention. Another lagging indicator, but if you have a subscription-based service or your business model imply repetitive purchases, then it is a good choice.
- Abandon Rate (for calls/live chats) - to make sure that all people that have a question actually find their way to your customer support.
- Average Wait Time to support the previous indicator.
- Process oriented indicators like the number of opened tickets, the number of messages in a ticket, number of tickets by medium (email/phone/chat) and so on… will look nice on your dashboard, but make sure you understand how to fit them into the business context.
Finally, don’t forget to follow this algorithm when you need to come up with some new KPIs. And we regularly run online course on Balanced Scorecard/KPIs, you are welcome to join.
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can you write some examples for KPIs and how to measure it?
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Hi Ahmed,I've commented on your question about sales KPIs, you'll find some examples for sales there: http://www.winningkpi.com/kpi/how-to-create-kpis-for-sales-department
