11 Buyer Service & Help Metrics You Should Observe

In the present day, customer support is now not an auxiliary enterprise perform; it actively impacts your companies backside line and units your model aside from rivals. Actually, almost 52% of customers can be keen to pay a better value for services or products if they might additionally anticipate a better stage of customer support.

Customer support and assist contact nearly each side of your organization — your services or products, advertising and marketing, gross sales course of, clients, and extra. In addition they play a big function in your total buyer expertise — due to this, it’s crucial to measure the success of your customer support and assist efforts

As you learn by means of this information, anticipate to be taught the customer support and assist metrics you should use to measure — and enhance — your buyer expertise.

→ Download Now: Customer Service Metrics Calculator [Free Tool]

The next customer support and assist metrics are key efficiency indicators (KPIs) that show you how to objectively measure and perceive the influence of your customer support and assist groups.

Questioning learn how to monitor, measure, and analyze all these metrics? Don’t fear; there are many customer service and support tools available on the market to assist with simply that.

HubSpot Service Hub includes a Help Desk and Ticketing tool that helps you keep track of customer requests so your team can stay organized, find solutions faster, and analyze inquiry data to improve team performance.

1. Buyer Satisfaction

Buyer satisfaction measures how your clients really feel concerning the customer support or assist they obtained. It’s sometimes measured by asking your clients to finish a fast survey post-service, whether or not by clicking a thumbs up or thumbs down or answering a number of questions on their expertise. The way you accumulate this knowledge is as much as you, however it’s necessary nonetheless.

Buyer satisfaction can also be the leading metric that service groups are measured towards.

What Buyer Satisfaction Tells You

This metric — which is arguably an important — tells you the way efficient, useful, and pleasant your customer support workforce was and in case your buyer’s challenge was totally resolved. It might additionally let you know whether or not or not they’d return with a query or concern, based mostly on the questions you ask.

What to Look For When Measuring Buyer Satisfaction

Search for constructive responses, which imply nice buyer experiences and a well-functioning customer support workforce. Unfavorable responses may assist, too, as they let you know how one can enhance.

How one can Enhance Buyer Satisfaction

Hearken to what your clients are telling you. In case your post-service survey doesn’t ask open-ended questions, contemplate following up with those that reported a detrimental (or thumbs down) expertise and ask them for particular suggestions.

Emily Stebbins, Contract Supervisor, says “I used to be all the time essentially the most centered on Buyer Satisfaction Fee. If we weren’t fixing the core challenge(s) at hand, we weren’t satisfying our clients. Asking the fitting questions, matching tone, and utilizing comforting and useful language…to guarantee motion and care.”

2. Common Ticket Depend

Your common ticket rely measures the common variety of customer support or assist tickets your workforce receives. You possibly can measure these on a every day, weekly, month-to-month, quarterly, or yearly foundation … or all the above.

What Your Common Ticket Depend Tells You

Whereas extra tickets is usually a affirmation that your customer support system is accessible and dealing, it may really point out clients are having frequent points — and that your services or products could also be falling brief.

What to Look For When Measuring Your Common Ticket Depend

Search for fewer tickets, which suggests fewer issues in your clients.

How one can Enhance Your Common Ticket Depend

Talk your buyer suggestions to your product and advertising and marketing groups to allow them to perceive what your clients could also be coping with or asking questions on. Relying on the variety of tickets you obtain, guarantee you could have sufficient representatives in your customer support workforce to deal with the ticket quantity.

3. Service Stage Settlement (SLA)

A service level agreement (SLA) helps groups prioritize incoming tickets based mostly on their significance and any urgent time constraints. They’re sometimes made between a enterprise and its buyer to make sure brokers ship on expectations. HubSpot’s State of Service Report discovered this metric to be the second-highest metric for efficiency measurement in 2021. 

What Your SLA Fee Tells You

Your SLA price basically tells you the way properly you meet buyer expectations, and whether or not you possibly can meet expectations on time, ship options, and comply with by means of on what you say you’ll do. 

What To Look For When Monitoring SLA

When monitoring your SLA, refer again to the preliminary agreements you set with the client. In the event you wished an answer in a particular time-frame, did you meet it? Your SLAs ought to comprise the data that helps you perceive whether or not you’ve carried out or not, so it must be your foremost level of reference. 

How To Enhance Your SLA

Rachel Ang, a Senior Buyer Help Specialist, says “By constantly attaining the SLA for first response time set with clients, it helps construct belief.” Workflow automation software program may also help you and your groups enhance your SLA price, as you possibly can arrange tickets, prioritize duties, and arrange notifications for SLA expiry dates, which may also help scale back the chance of late resolutions or missed follow-up.

4. Ticket Backlog

Your ticket backlog is a measure of what number of unresolved tickets are ready to be dealt with by your customer support workforce. This metric can be measured towards every day, weekly, or month-to-month increments.

What constitutes a “backlog” is subjective. When you resolve in your response time and backbone time objectives, any unresolved tickets that final past these benchmarks might be thought of backlogged. Whereas velocity isn’t an important metric in customer support, it’s nonetheless crucial to offering a constructive customer support expertise (as you’ll additionally see in a number of of the metrics beneath).

What Your Ticket Backlog Tells You

This metric communicates how briskly your workforce is reaching, responding to, and resolving your tickets in addition to how rapidly tickets are coming in from clients.

What to Look For When Measuring Your Ticket Backlog

Search for fewer tickets in your backlog, as it will imply your workforce has an environment friendly and efficient response time.

How one can Enhance Your Ticket Backlog

Perceive your customer support course of from begin to end. Are there any kinks that decelerate your representatives and inhibit them from engaged on a brand new ticket? Do you could have sufficient representatives to cowl the variety of tickets you’re receiving?

5. First Response Time

Your first response time measures how lengthy it takes for a member of your customer support workforce to first reply to a brand new ticket or inquiry — basically how lengthy a buyer has to attend earlier than they’re helped.

Like I stated above, velocity isn’t the whole lot in customer support, however it positive supplies a constructive, pleasing expertise. These days, clients expect to engage with someone immediately.

What Your First Response Time Tells You

This metric tells you the way environment friendly your customer support workforce is and the way lengthy it takes for them to open new tickets and reply to clients.

What to Look For When Measuring Your First Response Time

Search for much less wait time for patrons, which suggests a constructive buyer expertise.

How one can Enhance Your First Response Time

Guarantee there’s nothing holding your workforce again from opening new tickets and sending an preliminary response. Encourage your workforce to juggle a number of tickets without delay so newer clients really feel that their inquiries have been heard or seen. As all the time, be certain that your workforce is well-staffed to deal with all your tickets.

6. First-Contact Decision Fee

Your first-contact decision (FCR) price measures the speed of tickets resolved by your workforce’s first response to a buyer inquiry. This is a crucial metric because it signifies how clearly and effectively your workforce communicates and the way a lot info you ask your clients to share once they first attain out.

FCR has additionally been straight correlated with improved buyer satisfaction. One Oracle study discovered {that a} 1% improve in FCR results in a 1% improve in buyer satisfaction. In the present day, folks love speedy but correct options.

Word: Not each challenge is eligible for an FCR, particularly if the client makes a mistake or your consultant has to seek the advice of with the product or IT groups. Due to this fact, when calculating this, contemplate this method (as a substitute of together with all tickets in your calculation):

FCR Tickets/Complete FCR-Eligible Tickets X 100 = FCR Fee (%)

What Your FCR Fee Tells You

This metric tells you the way environment friendly your customer support workforce is and the way clearly they convey and try to grasp your clients’ issues. It additionally exhibits you the way exact your buyer assist “directions” are earlier than a buyer contacts you (i.e. what info you want from a buyer to assist them out).

What to Look For When Measuring Your FCR Fee

Search for a excessive FCR price, which implies that your customer support workforce is speaking clearly and your clients perceive what you want from them as a way to assist.

How one can Enhance Your FCR Fee

What do you inform clients you want from them to obtain assist? What kind fields do you could have in your buyer assist net kind, and what directions do you present whenever you share your electronic mail, social media, or cellphone quantity? The extra info clients present upon preliminary contact, the faster your customer support workforce can present assist — ideally in a single response.

7. Common Response Time

Your common response time tracks how lengthy it takes in your customer support workforce to reply to a dialog after opening a ticket. This metric measures how rapidly your clients are being helped in addition to how rapidly every ticket may be resolved. As 60% of consumers really feel lengthy holds and wait instances are essentially the most irritating a part of customer support, it’s necessary to issue this metric into your service practices. 

What Your Common Response Time Tells You

This metric tells you the way rapidly your customer support workforce is fixing points and getting again to clients.

What to Look For When Measuring Your Common Response Time

Search for fast response instances, which reveal to your clients that their points are your precedence … which may result in constructive buyer satisfaction measures.

How one can Enhance Your Common Response Time

Be certain your workforce is provided to unravel points and reply questions. In the event that they’re depending on a supervisor, coach, or product specialist, it’ll doubtless take longer to get again to clients with solutions and options. Additionally, be certain that your workforce is dealing with and resolving the right variety of tickets without delay — whether or not that’s one, 5, or 10. In the event that they’re too overwhelmed, it might decelerate your customer support course of.

8. Variety of Interactions Per Ticket

The variety of interactions per ticket is a measure of what number of instances your customer support workforce interacts with the client whereas their ticket is open. Primarily, what number of instances your workforce has to speak with a buyer earlier than their challenge is resolved. 

This will imply the variety of interactions one single service rep has with a ticket and the variety of interactions that occur if a buyer is handed round to totally different representatives earlier than coming to an answer.

Contemplating that 92% of survey respondents say they’d spend extra money with corporations that guarantee they gained’t must repeat info, the variety of interactions per ticket is a crucial metric.

What Your Variety of Interactions Per Ticket Tells You

This metric exhibits you the way efficient every message or interplay out of your customer support workforce.

What to Look For When Measuring Your Variety of Interactions Per Ticket

Search for fewer interactions per ticket, which implies that your workforce is speaking clearly, asking the fitting questions, and dealing laborious to unravel every drawback swiftly.

How one can Enhance Your Variety of Interactions Per Ticket

Problem your customer support and assist groups to speak clearly and reply with considerate questions. Ask them to encourage clients to clarify their points exhaustively so your workforce may also help them as rapidly as attainable … with out a lot back-and-forth — 31% of customers say that having to repeat themselves is their greatest frustration. 

9. Common Ticket Decision Time

Your common ticket decision time measures how lengthy it takes your workforce to resolve every customer support or assist ticket.

What Your Common Ticket Decision Time Tells You

This metric tells you concerning the effectivity of your customer support workforce and, probably, the complexity of points out of your clients.

What to Look For When Measuring Your Common Ticket Decision Time

Search for brief decision instances, which imply that your clients’ points are being solved rapidly — and extra clients are strolling away glad.

How one can Enhance Your Common Ticket Decision Time

Check out the preliminary message your workforce sends to every buyer. Be certain reps ask considerate questions and encourage the client to clarify their drawback intimately. Additionally, guarantee your workforce is well-versed in your services or products to allow them to reply and resolve points rapidly with out having to succeed in out to different groups for assist — thus lengthening the method.

As well as, be aware of tickets filed for a similar challenge. Jon Dorosh, Senior Buyer Success Supervisor, says “If tickets associated to a sure services or products are likely to have an above-average decision time, it could be an important alternative to construct additional information base enablement or schedule coaching in your inside groups.”

10. Ticket Decision Fee

Your challenge decision price measures what number of tickets are totally resolved compared to people who haven’t but been resolved. This metric can also be measured based mostly on a time period, like every day, weekly, or month-to-month.

You may also evaluate your ticket decision price to your ticket backlog to see what number of tickets stay unresolved every day, week, or month. What constitutes a quick or sluggish ticket decision price will rely upon different benchmarks you set in your workforce: ticket backlog quantity, common response time, and so on. Calculate ticket decision price utilizing this method:

Resolved Tickets/Complete Tickets x 100 = Ticket Decision Fee (%)

What Your Ticket Decision Fee Tells You

This metric tells you the way rapidly and effectively is your customer support workforce fixing — and shutting — tickets.

What to Look For When Measuring Your Ticket Decision Fee

Search for a excessive price, which implies that fewer tickets are being left unresolved.

How one can Enhance Your Ticket Decision Fee

Ensure you could have sufficient representatives to deal with all the tickets you obtain. Are there different points or distractions conserving your representatives from dealing with their assigned tickets and taking up new ones?

11. Most popular Communication Channel

The popular communication channel isn’t as a lot a metric as it’s an commentary of how your clients want to contact you. Whether or not by means of electronic mail, stay chat, social media, net kind, or cellphone name, hold monitor of how your clients attain out to you to ask questions and share grievances. A latest Zendesk report states that 93% of survey respondents would spend extra time with corporations that provide their most popular possibility to succeed in customer support, so it’s an necessary metric to grasp. 

What Your Most popular Communication Channel Tells You

This info tells you the way your clients want to speak with what you are promoting and what channels it is best to give attention to and enhance.

What to Look For When Measuring Your Most popular Communication Channel

You’re not essentially in search of one channel particularly, however be aware of buyer patterns. These may also help information your customer support and assist evaluation.

How one can Enhance Your Most popular Communication Channel

Contemplating that ticket quantity has increased significantly across all channels, providing omni-channel support is essential. 

There’s no approach to enhance this metric, however to enhance your customer support total, take note of the channels your clients want after which optimize these channels.

HubSpot Service Hub includes a Customer Feedback tool so you can truly understand your customers and spot opportunities to make them happier — so they stay with you longer.

Word: Many companies embody sure buyer success and buyer satisfaction metrics of their customer support and assist scoring. These metrics might embody their Web Promoter Rating (NPS) or buyer retention and churn charges. It’s as much as you the way you arrange these metrics; we’ve detailed them in separate weblog posts on customer success metrics and customer satisfaction metrics.

All of those metrics are necessary for constructing the large image of how clients work together with and expertise what you are promoting.

Observe Your Buyer Service to Create the Finest Buyer Expertise Potential

Customer support and assist are multifaceted and multidisciplinary features. These groups take care of numerous buyer points, questions, and considerations relating to your services or products and their expertise working with what you are promoting.

For that reason, buyer expertise would not have the identical lower and dried metrics as different enterprise features … however that does not imply it isn’t necessary to measure. Actually, it’s arguably an important issue to measure, as a result of it’s probably the most direct buyer touchpoints in what you are promoting.

Effectively-performing customer support departments result in blissful clients, and blissful clients are your finest entrepreneurs. So, use these metrics to enhance your customer support and assist processes — and enhance what you are promoting’s backside line.

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