7 Customer Service KPIs Your Business Should Be Measuring

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Customer service metrics are the key to customer retention. Customer satisfaction is a major customer service metric, but customer experience and customer perception of your company’s customer service will also be important. In this article, we’re going to talk about 7 customer service KPIs that you should be measuring in order to drive customer loyalty and increase revenue for your business. But before that, let’s understand why these customer service metrics are important.

Importance of Customer Service KPI Metrics

Customer service is a critical part of any business. It’s the first interaction that customers have with your company and it can make or break customer loyalty. In fact, according to research, companies with superior customer service experience boast 5.7 times more revenue than their competition.

So how do you measure customer service?

Measure Your Customer Service by the Metrics that Matter Most to Customers: If customer satisfaction is important, track your customer sentiment (e.g., Net Promoter Score). But what if your goal isn’t customer retention but rather increased sales or higher traffic to your website? In this case, some other metrics will be more relevant.

Below is the infographic from GetVoIP that has 7 important customer service metrics that you be tracking: