What Customer Service Metrics Should You Be Reviewing?

customer service metrics

Are you in the process of reviewing your customer service metrics?

Is it really telling you what your clients really think about you, and are you able to make strategic decisions on the information you’re getting from them? If not, then you’re probably looking at the wrong set of numbers.

There are so many different ways to measure client engagement. From Net Promoter Score to Customer Lifetime Value. But what are the metrics you should be focussing on for your business?

If you’re not sure where to start, take a look at these customer service metrics that might be worth reviewing in the future.

Net Promoter Score

NPS is a popular customer service metric. The key question that matters is how likely a client would recommend your product or service. They can rate you between zero and ten.

Net Promoter Score can give you an indication of if your business is likely to get talked about at a friend’s BBQ or on a chat group. It also tells you if your customers talk about you, it’s going to be in a positive or negative light.

Lapse Rate

You might think that customer service has nothing to do with client retention. However, it has everything to do with it. This metric is important for customer service teams to know as it can help shape their scripts and experiences to help avoid the client from wanting to shop around or switch to a competitor.

While customer lapse doesn’t start an end with service teams, these people play a major role within the organisation. It’s important to know what influence they have on a customer lapsing and how they can course correct to reduce the number.

Customer Satisfaction Score

This metric is all about how satisfied the customer was with their recent experience. If you’re looking to isolate your metrics to a certain type of transaction or team, then this is the one to use.

The only downside with CSAT scores is that it doesn’t always give you the full picture. It’s best to use this customer service metric with other stats so that you can get a full picture of how satisfied your clients are.

Customer Effort Score

Do you want to know how difficult your customers find doing business with you? You’d hope it’s effortless, but sometimes that’s only a pipe dream. How long do your customers have to wait for their call to get answered? Maybe you make them fill out paperwork to get a refund when you overcharge them. If you make them jump through loads of hoops, then it will show in this score.

This customer service metric will give you actions you can put into place. If they’re waiting too long on the phone, then you can get more staff or focus on reducing talk times. You can also do an audit of all your processes and procedures to make sure they’re still relevant as well as legal.

Customer Lifetime Value

CLV gives you an indication of how long a client will remain with your business. This metric isn’t possible to measure for every business. But you can get an indication of how much a customer is worth to you.

If your average customer lifetime value is around a month, then you’ve got plenty of problems to fix. Try to get some measurements for similar businesses in your industry. If you can’t, set your own goal and look for ways to improve this customer service metric.

How to Lead Teams Using Customer Service Metrics

If you understand these metrics, then you can help your teams get used to talking about them. They should know the ins and outs of the measurements so they know how they can improve the customer service metrics. By working as one, you should be able to achieve the goals you’re aspiring to.

If you need help with customer service metrics and teams, then make sure you’re following the Better Boss Blog. You’ll find tips, tricks, and advice on how to set goals and achieve them. Follow pwf services on Facebook, Instagram, and LinkedIn, so you never miss a post.

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