Customer service is not customer support. Customer support is about solving customer problems. Customer service is about delivering a positive customer experience. The difference may seem subtle at first but it’s an important distinction to make if you want to have happy customers and be successful in the long run. In this article, we will discuss 5 customer service metrics that one should measure, so they can see how well their customer service efforts are performing.
Why Customer Service Metrics are Important?
Customer service metrics are important because they help business owners and managers understand how their customer service department is performing. By understanding things such as customer satisfaction, customer loyalty, and customer complaints, you can make changes to your customer service strategy that will improve the overall customer experience.
The following are five customer service metrics that should be measured in order to get a complete picture of customer service performance:
1. Customer Satisfaction
One of the most important customer service metrics is customer satisfaction. This metric measures how happy customers are with the services they have received from your company.
A high customer satisfaction rating means that customers are generally happy with the products and/or services you offer and are likely to return in the future. Low customer satisfaction ratings usually mean that customers are unhappy with something about your company and are likely to switch to a competitor.
2. Customer Loyalty
Another important customer service metric is customer loyalty. This metric measures how likely customers are to return to your company for future purchases. A high customer loyalty rating means that customers are more likely to purchase again in the future, while a low customer loyalty rating means that customers are less likely to buy from your company.
3. Customer Complaints
A customer service metric that is often overlooked but still important for gauging customer satisfaction is customer complaints. This metric measures how many times someone has filed an official complaint against your company with regard to customer service. A high customer complaint rate usually indicates that customers are unhappy with something about your customer service and may need improvement.
4. Customer Effort Score (CES)
Another metric that is important to measure is the customer effort score (CES). This metric measures how much effort it takes for customers to receive the service they want from your company. A customer effort score of 100% means that customers weren’t required to do anything extra in order to receive the service they wanted.
A customer effort score below 100% usually means that there was some customer-side action needed before a customer received the desired result, such as contacting customer support or doing additional research.
5. Customer Lifetime Value (CLTV)
The final customer service metric that should be measured is the customer lifetime value (CLTV). This metric measures how much revenue a customer generates for your company over the course of their relationship with you.
A high CLTV means that customers are profitable for your company and worth keeping around, while a low CLTV usually indicates that customers are not generating a lot of revenue and may not be worth keeping.
By measuring these five customer service metrics, you will have a better understanding of how your customer service department is performing and where it needs improvement.
Below is the infographic from GetVoIP that adds 7 more customer service metrics that you should be tracking to improve the overall customer experience with your business.