Industry professionals have curated this set to track KPIs related to customer service, such as feedback, the proportion of satisfied customers and warranty claims, as well as much more. Industry experts developed this base set of KPIs to help you optimize your own performance tracking strategy.
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The time taken to rectify a customer complaint
The number of verbal customer complaints
The number of written customer complaints
The percentage service requests or queries which are overdue
The total count of positive comments and feedback calls
The number of satisfaction surveys handed out
The percentage of satisfied customers this period
The operating costs of the service desk
The number of warranty claims over a period
The abandonment rate of calls and chats
The total number of calls including answered and unanswered
The total number of customer service chats
The total number of abandoned calls this period
The total number of abandoned chats this period
The number of unresolved / open issues this period
The average time a customer was held in a queue
The customer retention rate
Customer Satisfaction score 0 - 100%
The average First Response time
The percentage of calls transferred to another employee for resolving the issue
The total number of resolved issues
The average cost of training investment per employee
The total number of issues resolved on the first call
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