Published: 03 September 2024
Customer service and support leaders have over 200 metrics to measure performance, but some are more utilized than others. This research presents the current usage of these metrics, differences by business model, and offers suggestions for optimizing metric selection and implementation.
Customer satisfaction score (CSAT), the Net Promoter Score (NPS) and average handle time are the three most commonly used metrics within customer service and support.
Many leaders miss opportunities to deploy more accurate measurements of service and support’s contribution to customer loyalty and cost reduction.
Most metrics are derived from a single input source, such as operational data or post-transactional surveys. However, this approach can limit their accuracy and the confidence leaders should place in them.
When metrics are used cross-functionally, definitions and calculations are often inconsistent, which can lead to confusion and difficulties in demonstrating functional value to stakeholders
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Analysts:
Christopher Sladdin, J.J. Moncus
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