A unique set of key performance indicators (KPIs) can be used to assess whether a company’s path is positive or negative. Thus, you have concrete data analytics to make better judgments and close the gaps to reach total success when you add customer service metrics and key performance indicators (KPIs).
Therefore to know where you are and where you are going with customers’ KPIs, consider the following:
Customer Satisfaction Score (CSAT)
Customer satisfaction can be measured in several ways, but the most common and straight forward is through CSAT scores. It is a statistic for gauging feelings about a given interaction, service, or product.
On a scale of 1 to 5, how satisfied are you with your most recent purchase, support interaction, or service? This isan excellent example of a straightforward question you may use to gauge CSAT.
Customer Health Score
SaaS customer success is gauged using a statistic known as the “Customer Health Score” or “Customer Health Scoring.” It involves categorizing clients according to whether they are likely to grow, renew, or churn.
Customer success teams must evaluate customer health scores because companies have different health scoring systems. The majority of the time, customer success teams are unsure of which clients to assist, so they over-serve the loudest accounts that are already going to leave.
A customer health score can assist customer success managers and teams in identifying hazards before they materialize and dissatisfied customers if it is set up, monitored, and adequately addressed. They can reduce the rate of turnover in this way.
Employee Satisfaction Score (ESAT)
The attrition rate in the customer service sector is among the highest across all industries. Monitoring employee satisfaction with their work, procedures, and the team will help you spot any problems or attrition concerns, keep your agents on board,and keep recruiting training and on boarding costs at bay.
To gauge employee happiness, do regular employee surveys, meet with each employee one-on-one, and promote open dialogue.
Net Promoter Score (NPS)
A measurement used to assess customer loyalty and satisfaction is known as the Net Promoter Score, or simply NPS. Customers are asked in a survey how likely they are to suggest your service or product on a scale of -100 to 100t. This information is used to calculate NPS.
Net Promoter Score serves as a crucial KPI for measuring customer success, offers insightful consumer input, and assists in measuring quantitative and qualitative data to enhance customer experience.
Average Handle Time (AHT)
It’s critical to respond to customers promptly, but it’s even more crucial to consider how long it takes to fix their problems properly. AHT is calculated by summing the overall time it takes to resolve a ticket, including the time it took your customer to contact you, hold or wait time, back-and-forth communication and related tasks, and post-interaction system upgrades.
By shortening client wait times and improving each back-and-forth exchange, you may reduce AHT. Reduced wasted seconds can be achieved by employing hybrid support models, such as human+AI agents, instead of only human ones.
Conclusion
Customer KPIs are essential to a well-run companyand retaining clients.Finding the root causes of higher churn rates and client attrition can be problematic. But after careful analysis, these measurements show the advantages and disadvantages of your business, product, or service.
Customer success, support, and management teams can better focus on creating successful strategies after identifying the root causes. Recall that any improvement needs a vision, which in this case is provided by CS metrics.
