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Why are customer service metrics so important?
Here at HubSpot, we believe that customers are at the center of everything – including generating new business. As word of mouth from trusted friends and colleagues becomes a larger factor in business growth, companies need to invest in creating a base of customers who see dedicated service as the rule, not the exception.
That’s where customer service metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Revenue Churn are essential metrics to track on a regular basis, showing how happy your customers are and how that is impacting your bottom line.
In this workbook, easily calculate and track ten important customer service metrics and KPIs in one place, without worrying about double checking your work or scouring the internet for the right formula. The workbook is free and can be put to use today for your company.
What are customer service performance metrics?
Customer service performance metrics measure how effective your customer service team operates in terms of efficiency, quality, and speed.
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How do you measure KPI for customer service?
KPIs that are important include customer satisfaction, first response time, resolution rate, net promoter score (will they recommend to a friend,) retention rate, employee satisfaction, and request volume.
Is this really free?
Absolutely. Just sharing some free knowledge that we hope you’ll find useful. Keep us in mind next time you have marketing questions!
How do you measure customer service metrics?
The Key Performance Indicators (KPIs) used to measure customer service include:
customer satisfaction score,