Top 5 Ways to Measure Good Customer Service

By Angus McDonald - 24/11/2020 7:00:00 AM

Many people put all kinds of time and energy into strategizing, brainstorming, and creating a bulletproof customer service plan, which is fantastic. But, what good does the plan do if you can’t measure its effectiveness?

After implementation, you must consider how to measure good customer service.

There are many ways to go about this, and some may depend on your exact goals. But, here are five of the best measurements to get you started.

1. Ticket Volume

For starters, track how many requests you’re getting overall. Watch the numbers on a weekly or monthly basis and investigate fluctuations.

Do the numbers spike after a new release? Did they decrease after hiring more people or changing your methods? A constant decline tells you you’re doing something right, whereas a consistently high number of tickets may indicate an issue.

2. First Contact Resolution Rate

Customers much prefer to have their issue resolved in one interaction and by the first person they speak to. Keep track of how many issues are resolved on the first contact versus how many require multiple interactions and/or agents.

If these numbers are unsatisfactory, perhaps further training is required so all customer service reps are better equipped to handle a wider variety of issues.

ways to measure good customer service

3. Social Media Metrics

Social media plays a huge role in customer service. Many people turn to social media for information on the brand and reviews on other’s experiences. Therefore, you must be present on social media.

Once you are, it’s just as important that you track the activity on your page. Take note of things like the contents of negative comments, what types of questions are being asked, and how often you’re mentioned elsewhere.

This helps you further understand the customer and offers valuable insight into what you’re doing right as well as improvements to make.

4. Customer Satisfaction

Customer satisfaction is a good indicator of how things are going overall. It also lets you see how individual customer service reps are doing and who needs improvement.

Monitor this by providing customers with a short survey or questionnaire after their ticket is closed. This is as simple as requesting their overall satisfaction level by offering either a numbered rating or a series of varied responses - not satisfied, slightly satisfied, extremely satisfied, etc.

If overall satisfaction is low, this indicates a larger issue. If too many unsatisfied surveys are coming from one rep, then it’s obvious where the issue lies.

5. Customer Retention

Lastly, pay attention to the percentage of customers that come back. Happy customers become loyal customers, so repeat business is a sure-fire sign that you’re doing something right.

On the flip side, a lack of returning customers means further investigation and improvement are required.

Never Stop Improving

These five metrics are a great place to start in terms of monitoring your customer service. They’ll indicate what’s going right and where you need to improve. As you let the data build, you’ll gain more insight into your customer’s experience and your business will grow as you take action.


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Tags: Customer Service