13 Customer Service Metrics

TransMonQa posts are plain, uncomplicated, plain sailing & straightforward. TransMonQa team believes in keeping it simple. Just like this simple rule, if you know how your team is performing, you know what actions are required to bring improvement & what should be praised. Now there are tons of different metrics out there that organizations are using to track performance of customer service team. TransMonQa team has complied 13 key metrics and KPIs to give you an overview of the choices you have. & here’s the list.

Section 1: Quality Metrics

1. Customer Satisfaction Score (CSAT)
2. Net Promoter Score (NPS)
3. Internal Quality Score (IQS)
4. Customer Effort Score (CES)

Section 2: Time Metrics

1. Response Time
2. Average Handle Time

Section 3: Volume Metrics

1. First Contact Resolution Rate
2. Escalation Rate
3. Resolution Rate
4. Replies per conversation/ Replies per ticket

Section 4: Business Metrics

1. Churn Rate
2. Escalation Rate
3. Retention Rate
4. Cost Per Conversation