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Top 18 customer service metrics you should measure
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3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947m0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947"></path></svg>Article</span></a> <!-- -->•<!-- --> <!-- -->8 min read</h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Top 18 customer service metrics to measure</h1><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.</p><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://d26a57ydsghvgx.cloudfront.net/content/PR-015910_design_r1.1_as_enGB.pdf" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div><div class="StyledCol-sc-inuw62-0 hNuVsR Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-b4fd687b-1 bEEqbX kjpIMx" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tracking customer service metrics in 2022 is like monitoring your business’ vital signs—its importance cannot be understated. Insights from customer service metrics are invaluable when it comes to improving customer loyalty and your bottom line.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">But with so many customer service metrics out there, it’s hard to know which ones to prioritise to ensure the best customer experience. Our free downloadable guide will help you gain an in-depth understanding of the most critical metrics and data points. But first, read on for a preview of why these common KPI metrics for customer service matter and what tools you can use to measure them.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What are metrics in customer service?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service metrics help support teams track if their customers are happy and if their agents are equipped to do their jobs well. And <a href="/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">73 percent</a> of business leaders report a direct link between their customer service and business performance, according to our 2022 CX Trends Report. </p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Top customer service metrics</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here are essential customer service metrics and different types of KPIs to measure customer service performance.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Customer satisfaction (CSAT) score</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Collect this metric by sending out customer satisfaction surveys that ask customers to rank their recent support experience on a scale of 1 to 5 or to rate it as “good” or “bad”. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To gain more context about <strong>CSAT scores</strong>, also include open-ended survey questions that prompt customers to give more details about their interaction. For example, you can ask, “In ways did this experience meet your expectations?” to find out what your support team is doing right. You can also state, “Tell us what we can do better” to identify areas of improvement.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Customer Effort Score (CES)</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/blog/customer-effort/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><strong>Customer Effort Score</strong><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> evaluates how easy it is for customers to resolve their issue, complete a task, or speak to an agent.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The score is collected via surveys that ask customers to rate the ease of their interaction on a scale of “very easy” to “very difficult”. Send CES surveys shortly after a customer makes a purchase or engages with a support agent so the experience is still fresh in their mind.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Net Promoter Score℠ (NPS)</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Net Promoter Score℠ (NPS)</strong> measures customer loyalty and satisfaction. Track this metric by asking buyers how likely they are to recommend your business to someone else on a scale of 1 to 10.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Promoters (respondents who answer 9–10) are very satisfied, happy customers and will most likely recommend you to others.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Passives (respondents who answer 7–8) are satisfied but not likely to recommend your products or services.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Detractors (respondents who answer 6 and below) are dissatisfied and will not encourage others to patronise your business.</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Social media metrics</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Other metrics to watch that reflect on your customers’ experience include social media mentions. Track both positive and negative social media mentions to help you understand what’s been said about you publicly. This includes Twitter, Facebook, your Instagram account, and product review sites. Using social media-monitoring tools, you can easily collect and analyse customer feedback. Use this feedback to determine the following: </p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li>How many comments appear to be written in moments of<br/>frustration, perhaps after a poor customer experience in<br/>person or online?</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">How many are technical or account-specific questions?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> How many comments provide feedback, positive or negative?</p></li><li>How many questions can be answered using links to existing<br/>help content?</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">How many brand mentions require, or would benefit from, a response?</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">What time of day are your customers most active on social media?</p></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Churn metrics</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Another excellent way to collect customer feedback (especially if you’re a subscription-based business) is to prompt your customers to tell you why they’re canceling their account. From this data, you can create a report of your churn activity. This can be done within the user interface during the cancellation process or as a follow-up email request after they’ve cancelled. Your response rate will be much higher if you embed this survey into the user interface.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer Success teams want customers to be successful, to stay and renew their subscriptions. So, they really want to understand the reasons that lead a customer to click on the<br/>dreaded “cancel subscription” button. By surveying customers as they are in the process of cancelling their accounts (or right after they’ve cancelled it), you can collect that vital feedback.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. First reply time (FRT)</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/blog/first-reply-time/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><strong>First reply time</strong><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, or first response time, captures how long it takes an agent to initially respond to a support request or ticket. Long wait times might indicate that agents are struggling to keep up with a high volume of tickets or that there are slow, inefficient support processes in place.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If you provide a customer <a target="_blank" rel="noopener noreferrer" href="/blog/keeping-word-support-sla/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">service-level agreement (SLA)<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, check whether the agreement has a specific first-response time frame. If so, consistently track FRT to ensure you’re meeting your SLA requirements. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. Ticket reopens</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This customer service metric shows how many attempts it takes to solve a customer’s problem.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A large number of reopens might mean customers have complex support requests, which could point to an issue with your product or service. A high reopen rate could also suggest that agents close tickets before customers’ issues are fully resolved. In this situation, customers will likely be unsatisfied with the support they receive and have more questions about their problems.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. Resolution time</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Resolution time refers to the amount of time it takes for a support agent to solve a problem. Your resolution time really matters—<a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">73 percent of customers<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> say fast resolutions are the most important aspect of a good customer service experience.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When monitoring this important metric, look for trends across different customer issue types and individual agents. You may find that certain problems are more complicated and require additional time to resolve. Or, you might see that certain support agents are slower than others and need further training.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. Agent touches</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This metric measures the number of updates an agent makes to a ticket. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A high number of touches indicates that support agents are faced with complex issues that take a lot of time and effort to resolve. It might also point to a problem in your product or gaps in your knowledge base.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. Tickets solved</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Many customer service teams set a daily ticket solved target for their agents (15, for example). Based on this number, they track how well their agents and teams are performing using the percentage of the target achieved. Here’s an example of how two different teams are doing hitting their daily ticket solved target. It’s useful to look at this by team and by individual agent. Of course, some days, an agent will be under (or over) the target of 15 tickets solved per day. Tracking the daily average over time is most important (in this example, 30 days) for spotting trends in agent performance and resourcing needs. This metric is calculated by dividing the total number<br/>of tickets solved in the last 30 days by an average of 18 working days a month. </p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Tools for tracking customer service metrics</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Manually keeping tabs on every essential customer service metric at once is near impossible. Luckily, there are tools that automate the tracking process for you, so you can easily capture, process, and iterate on customer service performance metrics.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Customer relationship management (CRM) tool</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A <a target="_blank" rel="noopener noreferrer" href="/blog/customer-relationship-management-guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CRM<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> houses all customer information in one unified place, allowing support agents to quickly access important details and personalise customer interactions. The tool automatically collects and analyzes customer data, too, which saves support teams time and provides them with key insights to deliver better support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Managers can also set goals for agents and track team progress within CRMs like <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Our software enables you to gather, analyse, and leverage customer support metrics. You can even create custom views using advanced reporting and dashboards to spot trends and improve customer support.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Survey tools</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Use survey tools to create, distribute, and analyse customer surveys. These tools reduce errors that often occur during manual survey creation and allow respondents to access surveys from a number of devices—making for a better, easier experience.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With an online tool like <a target="_blank" rel="noopener noreferrer" href="https://www.surveymonkey.com/?ut_source=sem_lp&ut_source2=sem&ut_source3=header" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SurveyMonkey<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, support teams can gather customer feedback through various channels such as email, social media, and text. SurveyMonkey also provides templates, integrates data with apps in your tech stack, and automates the analysis of survey results.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Social media monitoring tools</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">These tools track brand mentions, mentions of competitors, and keywords related to your brand on social media.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Manually monitoring mentions across numerous social channels is time-consuming, so use social media tools to automate the process. These platforms can also create reports to highlight trends and capture social sentiment, helping you gauge the mood of online conversations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.hootsuite.com/platform/engage#" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Hootsuite<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> helps brands stay on top of social media conversations by tracking their mentions on all social channels. The software integrates with a review tracking tool, too, so you can monitor opinions from review sites and find positive reviews to share.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Download the full guide to learn more about how to measure customer service performance</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Regularly measuring customer service metrics allows you to keep your finger on the pulse of your customer experience—and stops it from flatlining. Tracking key metrics also provides the right benchmarks your support team can work toward and helps ensure you <a target="_blank" rel="noopener noreferrer" href="/blog/good-customer-service-defined/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">deliver great customer service<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Download our “Customer service metrics that matter” guide for step-by-step instructions on how to measure the metrics covered in this post, plus several more. You’ll explore various metrics—including first contact resolution rate, average response time, next issue avoidance, and average handle time—to gauge your customer service team’s strengths and development areas.</p></div></div></div></div></div></div></section></article></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 ijldgG"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 ckLVTK Gridstyle__Col-sc-1uhmtis-2 Basestyle__BaseColTextRoot-sc-3zktjg-2 hmvmFG bBcjGP" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Top 18 customer service metrics to measure</h2><div 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class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li></ul></div><div class="StyledCol-sc-inuw62-0 dyNcwQ Gridstyle__Col-sc-1uhmtis-2 LinkCollectionstyle__LinkCollectionSectionWrapper-sc-96x2q7-2 hmvmFG fbaGOf" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Top Features</h2><ul><li><a href="/service/ticketing-system/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Ticketing system</span></a></li><li><a href="/service/messaging/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 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But in business, data is power and understanding…","title":"How to use CRM data to create amazing customer experiences","tags":[{"href":"/blog/tags/crm/","children":"CRM","key":"tag-1211"}],"resourceType":"article","category":{"link":"/blog/tags/customer-experience/","title":"Service","id":101},"subcategory":{"link":"/blog/tags/customer-support-management/","title":"Customer support management","id":2431},"key":"postBlock-495342621","publishedAt":"2023-09-12 11:08:43"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/blog-redesign/Help%20Center-223_Final_x2.jpg","alt":""},"link":"/blog/6-steps-trial-zendesk-voice/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"4 min read"},"text":"Zendesk believes phone support is a powerful way for companies to help their customers – and,…","title":"6 easy steps to trial Zendesk Talk","tags":[{"href":"/blog/tags/talk/","children":"Talk","key":"tag-221"}],"resourceType":"article","category":{"link":"/blog/tags/customer-experience/","title":"Service","id":101},"subcategory":{"link":"/blog/tags/customer-support-management/","title":"Customer support management","id":2431},"key":"postBlock-495342280","publishedAt":"2023-06-07 17:56:57"},{"image":{"src":"http://d26a57ydsghvgx.cloudfront.net/content/blog/EmailSystem-699_Final_x2.jpg","alt":""},"link":"/blog/play-button/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"2 min read"},"text":"Optimising ticket workflow is top of mind for any customer service manager and becomes even more…","title":"Play nicely in the ticket queue using the Play button or Guided mode","tags":[],"resourceType":"article","category":{"link":"/blog/tags/customer-experience/","title":"Service","id":101},"subcategory":{"link":"/blog/tags/customer-support-management/","title":"Customer support management","id":2431},"key":"postBlock-495342249","publishedAt":"2023-06-07 17:29:57"},{"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/ZD-Brandland-33_Final_x2.jpg","alt":""},"link":"/blog/change-management-models/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"7 min read"},"text":"Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organisational shifts.","title":"Top 10 change management models: a comparison guide","tags":[],"resourceType":"article","category":{"link":"/blog/tags/customer-experience/","title":"Service","id":101},"subcategory":{"link":"/blog/tags/customer-support-management/","title":"Customer support management","id":2431},"key":"postBlock-495342245","publishedAt":"2023-06-07 17:17:37"}]},"attributes":{"_yoast_wpseo_linkdex":"90","article-custom-excerpt":"From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.","_yoast_wpseo_focuskw":"Customer service metrics","_yoast_wpseo_sitemap-html-include":"-","_encloseme":"1","blog-post-gated":"1","sfdc-campaign-id":"701800000017pHL","resource-header-text":"The 3 types of customer service metrics that matter","thumbnail-image":"","blog-post-infographic-url":"","resource-teaser-copy":"\u003cp\u003e\u003cimg src=\"https://d26a57ydsghvgx.cloudfront.net/content/resources/Zendesk_guide_customer_service_metrics_that_matter.png\" alt=\"customer service metrics that matter\"\u003e\u003cbr\u003e\nWhat's the best way to track how well we perform in customer service? All the metrics for measuring customer service are valuable, but which ones do we rely on to effectively measure our success and guarantee that we’re making smart business decisions? What metrics make the difference when it comes to ensuring customer satisfaction? \u003c/p\u003e\n\u003cp\u003eThere are three main types of customer service metrics to track:\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003eCustomer relationship metrics\u003c/li\u003e\n\u003cli\u003eAgent performance and efficiency metrics\u003c/li\u003e\n\u003cli\u003eTeam performance and efficiency metrics\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eYou can learn all about them in \u003cem\u003eCustomer Service Metrics that Matter\u003c/em\u003e, our guide to getting the most out of your customer service metrics.\u003c/p\u003e\n\u003ch2\u003eHow to measure customer relationship metrics?\u003c/h2\u003e\n\u003cp\u003eA quick, no-hassle way for \u003ca href=\"https://www.zendesk.co.uk/resources/customer-feedback-hear-voice-customer/\" target=\"_blank\"\u003ecustomers to provide feedback\u003c/a\u003e is with a \u003cstrong\u003ecustomer satisfaction survey\u003c/strong\u003e. Zendesk takes a simple and effective approach for measuring customer support: ask if the interaction was good or bad. They also have the option to add a comment if they wish to give you more feedback.\u003c/p\u003e\n\u003cp\u003eAfter you’ve gathered \u003ca href=\"https://www.zendesk.co.uk/resources/zendesk-research-customer-satisfaction/\" target=\"_blank\"\u003esatisfaction (CSAT) ratings\u003c/a\u003e, there’s a lot you can do with this data. In fact, it’s a metric you can look at from many angles. For example, you can track the following:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eA customer’s CSAT rating over time\u003c/li\u003e\n\u003cli\u003eCSAT ratings, by customer types\u003c/li\u003e\n\u003cli\u003eCSAT ratings, by channel\u003c/li\u003e\n\u003cli\u003eCSAT ratings, by product or service\u003c/li\u003e\n\u003cli\u003eAverage CSAT ratings for agents and teams \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eOther companies might use metrics called \"Customer Effort Score\" (CES). Companies that use the CES generally use it instead of CSAT ratings. Some companies move to CES after having used CSAT, feeling that they gathered all the useful customer service feedback they could from that survey.\u003c/p\u003e\n\u003cp\u003eWhether you use CES or CSAT, the message is clear: focusing on effort reduction should be one of your primary goals to improve the customer experience and overall customer satisfaction. \u003c/p\u003e\n\u003cp\u003eTo get the larger customer relationship story, beyond single support interactions, there's also NET PROMOTER SCORE℠ (NPS). The NPS survey helps companies understand if the customer is likely to return, stay loyal, and advocate for the brand to others. The NET PROMOTER SCORE asks how likely customers are to recommend our business to someone else.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSocial Media Metrics\u003c/strong\u003e\u003cbr\u003e Using \u003ca href=\"https://www.zendesk.co.uk/resources/customer-service-through-social-media/\" target=\"_blank\"\u003esocial media\u003c/a\u003e-monitoring tools, companies can easily collect and analyse feedback for their customer service. Using these kind of metrics help to determine the following:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow many comments appear to be written in a time of frustration, perhaps after a poor customer support experience in person or online?\u003c/li\u003e\n\u003cli\u003eHow many are technical or account-specific questions?\u003c/li\u003e\n\u003cli\u003eHow many comments provide feedback, positive or negative?\u003c/li\u003e\n\u003cli\u003eHow many questions can be answered using links to existing help content?\u003c/li\u003e\n\u003cli\u003eHow many times would a brand mention benefit from a response?\u003c/li\u003e\n\u003cli\u003eWhat time of day are your customers most active on social media? \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eChurn Metrics\u003c/strong\u003e\u003cbr\u003e Another excellent way to collect feedback (especially for subscription-based business) is to prompt customers to say why they’re cancelling their account. From this metric, you can create a report of your \u003ca href=\"https://www.zendesk.co.uk/blog/save-day-churn-survey/\" target=\"_blank\"\u003echurn activity\u003c/a\u003e. Response rate will be much higher if this survey is embedded in the user interface.\u003c/p\u003e\n\u003ch2\u003eHow to improve customer service metrics\u003c/h2\u003e\n\u003cp\u003eTo gauge the success of each metric and note areas for improvement, measure both short and long-term customer satisfaction and happiness in the following areas:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eLook at satisfaction scores for support interactions. Use your metrics to measure both the quantitative and qualitative aspects of delivering customer service, but always stay focused on improving your customer relationships. \u003c/li\u003e\n\u003cli\u003eMeasure the effort customers invest when contacting your team. Use a robust set of reporting tools to continuously monitor your organisation’s performance against the baselines you’ve set for managing your ticket queue and the health of your customer relationships. \u003c/li\u003e\n\u003cli\u003eSurvey customers about their overall experience with your company. Setting operational baselines helps you establish realistic performance goals for your teams and company. \u003c/li\u003e\n\u003cli\u003eMonitor all your metric channels. These include social media and the valuable metrics you get when your customers decide to stop doing business with you. \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eRemember your ticket backlog as well. A ticket backlog is the total number of unsolved tickets. This is important to follow because it provides insight into incoming ticket volume and how well a company can keep up with their given resources. Sometimes, support issues take a longer time to solve than the customer expects or the performance targets you’ve set for your team. The longer it takes to solve a customer’s issue, the more likely customer satisfaction will suffer. \u003c/p\u003e\n\u003ch2\u003eDownload the full guide to learn how to track customer service metrics\u003c/h2\u003e\n\u003cp\u003eThe how-to's for tracking customer metrics related to customer support can be found in our \u003cem\u003eCustomer Service Metrics that Matter\u003c/em\u003e guide. You can explore the various metrics that indicate success in your customer service, including resolution effort, first-reply time, next-issue avoidance and many more.\u003c/p\u003e\n\u003ch2\u003e Fill in the form below for the full guide: Customer Service Metrics that Matter\u003c/h2\u003e\n\n\u003cem\u003eNET PROMOTER and NPS are registered U.S. trademarks, and NET PROMOTER SCORE and NET PROMOTER SYSTEM are service marks, of Bain \u0026 Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.\u003c/em\u003e\n","blog-post-gated-content":"","resource-longform-sidebar-quote":"","_wp_old_slug":"the-3-types-of-customer-service-metrics-that-matter","tagline":"","web-thank-you-message":"","enable-form-swaps":"","enable-form-swaps-checkbox-fix":"","_trash_the_other_posts":"0","_edit_lock":"1592558276:3051","_pingme":"1","_tms_delivery":"2023-09-12 00:41:33","nav-title":"Customer service metrics","canonical":"https://www.zendesk.co.uk/blog/customer-service-metrics-matter/","seoTitle":"Top 18 customer service metrics you should measure","seoDescription":"From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/customer-experience/","title":"Service","id":101},{"link":"/blog/tags/customer-support-management/","title":"Customer support management","id":2431},{"title":"Customer service metrics","link":""}],"path":"/blog/customer-service-metrics-matter/","title":"Top 18 customer service metrics to measure","publishedAt":"2018-11-14 12:00:00","updatedAt":"2023-09-12 01:41:33","updatedAtFormatted":"September 12, 2023","content":"\u003cp\u003eTracking customer service metrics in 2022 is like monitoring your business’ vital signs—its importance cannot be understated. Insights from customer service metrics are invaluable when it comes to improving customer loyalty and your bottom line.\u003c/p\u003e\n\u003cp\u003eBut with so many customer service metrics out there, it’s hard to know which ones to prioritise to ensure the best customer experience. Our free downloadable guide will help you gain an in-depth understanding of the most critical metrics and data points. But first, read on for a preview of why these common KPI metrics for customer service matter and what tools you can use to measure them.\u003c/p\u003e\n\u003ch2\u003eWhat are metrics in customer service?\u003c/h2\u003e\n\u003cp\u003eCustomer service metrics help support teams track if their customers are happy and if their agents are equipped to do their jobs well. And \u003ca href=\"/customer-experience-trends/\"\u003e73 percent\u003c/a\u003e of business leaders report a direct link between their customer service and business performance, according to our 2022 CX Trends Report. \u003c/p\u003e\n\u003ch2\u003eTop customer service metrics\u003c/h2\u003e\n\u003cp\u003eHere are essential customer service metrics and different types of KPIs to measure customer service performance.\u003c/p\u003e\n\u003ch3\u003e1. Customer satisfaction (CSAT) score\u003c/h3\u003e\n\u003cp\u003eCollect this metric by sending out customer satisfaction surveys that ask customers to rank their recent support experience on a scale of 1 to 5 or to rate it as “good” or “bad”. \u003c/p\u003e\n\u003cp\u003eTo gain more context about \u003cstrong\u003eCSAT scores\u003c/strong\u003e, also include open-ended survey questions that prompt customers to give more details about their interaction. For example, you can ask, “In ways did this experience meet your expectations?” to find out what your support team is doing right. You can also state, “Tell us what we can do better” to identify areas of improvement.\u003c/p\u003e\n\u003ch3\u003e2. Customer Effort Score (CES)\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/blog/customer-effort/\" rel=\"noopener\" target=\"_blank\"\u003e\u003cstrong\u003eCustomer Effort Score\u003c/strong\u003e\u003c/a\u003e evaluates how easy it is for customers to resolve their issue, complete a task, or speak to an agent.\u003c/p\u003e\n\u003cp\u003eThe score is collected via surveys that ask customers to rate the ease of their interaction on a scale of “very easy” to “very difficult”. Send CES surveys shortly after a customer makes a purchase or engages with a support agent so the experience is still fresh in their mind.\u003c/p\u003e\n\u003ch3\u003e3. Net Promoter Score℠ (NPS)\u003c/h3\u003e\n\u003cp\u003e\u003cstrong\u003eNet Promoter Score℠ (NPS)\u003c/strong\u003e measures customer loyalty and satisfaction. Track this metric by asking buyers how likely they are to recommend your business to someone else on a scale of 1 to 10.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003ePromoters (respondents who answer 9–10) are very satisfied, happy customers and will most likely recommend you to others.\u003c/li\u003e\n\u003cli\u003ePassives (respondents who answer 7–8) are satisfied but not likely to recommend your products or services.\u003c/li\u003e\n\u003cli\u003eDetractors (respondents who answer 6 and below) are dissatisfied and will not encourage others to patronise your business.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e4. Social media metrics\u003c/h3\u003e\n\u003cp\u003eOther metrics to watch that reflect on your customers’ experience include social media mentions. Track both positive and negative social media mentions to help you understand what’s been said about you publicly. This includes Twitter, Facebook, your Instagram account, and product review sites. Using social media-monitoring tools, you can easily collect and analyse customer feedback. Use this feedback to determine the following: \u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow many comments appear to be written in moments of\u003cbr /\u003e\nfrustration, perhaps after a poor customer experience in\u003cbr /\u003e\nperson or online?\u003c/li\u003e\n\u003cli\u003eHow many are technical or account-specific questions?\u003c/li\u003e\n\u003cli\u003e How many comments provide feedback, positive or negative?\u003c/li\u003e\n\u003cli\u003eHow many questions can be answered using links to existing\u003c/li\u003e\n\u003cp\u003ehelp content?\u003c/p\u003e\n\u003cli\u003eHow many brand mentions require, or would benefit from, a response?\u003c/li\u003e\n\u003cli\u003eWhat time of day are your customers most active on social media?\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e5. Churn metrics\u003c/h3\u003e\n\u003cp\u003eAnother excellent way to collect customer feedback (especially if you’re a subscription-based business) is to prompt your customers to tell you why they’re canceling their account. From this data, you can create a report of your churn activity. This can be done within the user interface during the cancellation process or as a follow-up email request after they’ve cancelled. Your response rate will be much higher if you embed this survey into the user interface.\u003c/p\u003e\n\u003cp\u003eCustomer Success teams want customers to be successful, to stay and renew their subscriptions. So, they really want to understand the reasons that lead a customer to click on the\u003cbr /\u003e\ndreaded “cancel subscription” button. By surveying customers as they are in the process of cancelling their accounts (or right after they’ve cancelled it), you can collect that vital feedback.\u003c/p\u003e\n\u003ch3\u003e6. First reply time (FRT)\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/blog/first-reply-time/\" rel=\"noopener\" target=\"_blank\"\u003e\u003cstrong\u003eFirst reply time\u003c/strong\u003e\u003c/a\u003e, or first response time, captures how long it takes an agent to initially respond to a support request or ticket. Long wait times might indicate that agents are struggling to keep up with a high volume of tickets or that there are slow, inefficient support processes in place.\u003c/p\u003e\n\u003cp\u003eIf you provide a customer \u003ca href=\"/blog/keeping-word-support-sla/\" rel=\"noopener\" target=\"_blank\"\u003eservice-level agreement (SLA)\u003c/a\u003e, check whether the agreement has a specific first-response time frame. If so, consistently track FRT to ensure you’re meeting your SLA requirements. \u003c/p\u003e\n\u003ch3\u003e7. Ticket reopens\u003c/h3\u003e\n\u003cp\u003eThis customer service metric shows how many attempts it takes to solve a customer’s problem.\u003c/p\u003e\n\u003cp\u003eA large number of reopens might mean customers have complex support requests, which could point to an issue with your product or service. A high reopen rate could also suggest that agents close tickets before customers’ issues are fully resolved. In this situation, customers will likely be unsatisfied with the support they receive and have more questions about their problems.\u003c/p\u003e\n\u003ch3\u003e8. Resolution time\u003c/h3\u003e\n\u003cp\u003eResolution time refers to the amount of time it takes for a support agent to solve a problem. Your resolution time really matters—\u003ca href=\"https://www.zendesk.com/customer-experience-trends/\" rel=\"noopener\" target=\"_blank\"\u003e73 percent of customers\u003c/a\u003e say fast resolutions are the most important aspect of a good customer service experience.\u003c/p\u003e\n\u003cp\u003eWhen monitoring this important metric, look for trends across different customer issue types and individual agents. You may find that certain problems are more complicated and require additional time to resolve. Or, you might see that certain support agents are slower than others and need further training.\u003c/p\u003e\n\u003ch3\u003e9. Agent touches\u003c/h3\u003e\n\u003cp\u003eThis metric measures the number of updates an agent makes to a ticket. \u003c/p\u003e\n\u003cp\u003eA high number of touches indicates that support agents are faced with complex issues that take a lot of time and effort to resolve. It might also point to a problem in your product or gaps in your knowledge base.\u003c/p\u003e\n\u003ch3\u003e10. Tickets solved\u003c/h3\u003e\n\u003cp\u003eMany customer service teams set a daily ticket solved target for their agents (15, for example). Based on this number, they track how well their agents and teams are performing using the percentage of the target achieved. Here’s an example of how two different teams are doing hitting their daily ticket solved target. It’s useful to look at this by team and by individual agent. Of course, some days, an agent will be under (or over) the target of 15 tickets solved per day. Tracking the daily average over time is most important (in this example, 30 days) for spotting trends in agent performance and resourcing needs. This metric is calculated by dividing the total number\u003cbr /\u003e\nof tickets solved in the last 30 days by an average of 18 working days a month. \u003c/p\u003e\n\u003ch2\u003eTools for tracking customer service metrics\u003c/h2\u003e\n\u003cp\u003eManually keeping tabs on every essential customer service metric at once is near impossible. Luckily, there are tools that automate the tracking process for you, so you can easily capture, process, and iterate on customer service performance metrics.\u003c/p\u003e\n\u003ch3\u003eCustomer relationship management (CRM) tool\u003c/h3\u003e\n\u003cp\u003eA \u003ca href=\"/blog/customer-relationship-management-guide/\" rel=\"noopener\" target=\"_blank\"\u003eCRM\u003c/a\u003e houses all customer information in one unified place, allowing support agents to quickly access important details and personalise customer interactions. The tool automatically collects and analyzes customer data, too, which saves support teams time and provides them with key insights to deliver better support.\u003c/p\u003e\n\u003cp\u003eManagers can also set goals for agents and track team progress within CRMs like \u003ca href=\"https://www.zendesk.com/\" rel=\"noopener\" target=\"_blank\"\u003eZendesk\u003c/a\u003e. Our software enables you to gather, analyse, and leverage customer support metrics. You can even create custom views using advanced reporting and dashboards to spot trends and improve customer support.\u003c/p\u003e\n\u003ch3\u003eSurvey tools\u003c/h3\u003e\n\u003cp\u003eUse survey tools to create, distribute, and analyse customer surveys. These tools reduce errors that often occur during manual survey creation and allow respondents to access surveys from a number of devices—making for a better, easier experience.\u003c/p\u003e\n\u003cp\u003eWith an online tool like \u003ca href=\"https://www.surveymonkey.com/?ut_source=sem_lp\u0026#038;ut_source2=sem\u0026#038;ut_source3=header\" rel=\"noopener\" target=\"_blank\"\u003eSurveyMonkey\u003c/a\u003e, support teams can gather customer feedback through various channels such as email, social media, and text. SurveyMonkey also provides templates, integrates data with apps in your tech stack, and automates the analysis of survey results.\u003c/p\u003e\n\u003ch3\u003eSocial media monitoring tools\u003c/h3\u003e\n\u003cp\u003eThese tools track brand mentions, mentions of competitors, and keywords related to your brand on social media.\u003c/p\u003e\n\u003cp\u003eManually monitoring mentions across numerous social channels is time-consuming, so use social media tools to automate the process. These platforms can also create reports to highlight trends and capture social sentiment, helping you gauge the mood of online conversations.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.hootsuite.com/platform/engage#\" rel=\"noopener\" target=\"_blank\"\u003eHootsuite\u003c/a\u003e helps brands stay on top of social media conversations by tracking their mentions on all social channels. The software integrates with a review tracking tool, too, so you can monitor opinions from review sites and find positive reviews to share.\u003c/p\u003e\n\u003ch2\u003eDownload the full guide to learn more about how to measure customer service performance\u003c/h2\u003e\n\u003cp\u003eRegularly measuring customer service metrics allows you to keep your finger on the pulse of your customer experience—and stops it from flatlining. Tracking key metrics also provides the right benchmarks your support team can work toward and helps ensure you \u003ca href=\"/blog/good-customer-service-defined/\" rel=\"noopener\" target=\"_blank\"\u003edeliver great customer service\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eDownload our “Customer service metrics that matter” guide for step-by-step instructions on how to measure the metrics covered in this post, plus several more. You’ll explore various metrics—including first contact resolution rate, average response time, next issue avoidance, and average handle time—to gauge your customer service team’s strengths and development areas.\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":null,"hasStickySidebar":null,"layout":"gated","gatedLinkAndModal":{"href":"https://d26a57ydsghvgx.cloudfront.net/content/PR-015910_design_r1.1_as_enGB.pdf","text":"","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"701800000017pHL","SFDCCampaigncode":"701800000017pHL","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"Top 18 customer service metrics to measure","author":{"name":"","title":"Contributing Writer","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/30c2fqG","facebook":"https://zdsk.co/2BtdmBe","linkedin":"https://zdsk.co/3cwH2dt"},"updatedAtFormatted":"September 12, 2023","layout":"gated","gatedTheme":"","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"8 min read"},"intro":"From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.","image":{"url":"","alt":"customer service metrics ","shape":"square","caption":""},"hasStickySidebar":false,"twoColumn":false,"video":{"url":"","caption":""}}},"preview":false,"id":201900008,"locale":"gb"},"__lang":"gb","__namespaces":{"header":{"brand_logoname_blog":"Zendesk blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle mobile menu","arialabel_search":"Search","contact_us":"Contact 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