Customer Service Metrics Covered in This Free Excel Template:
Customer Satisfaction Score (CSAT)
Customer Acquisition Cost (CAC)
Customer Lifetime Value (CLV)
CAC-to-CLV
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Retention Rate
Revenue Churn
First Contact Resolution
Average Ticket Time
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.
Customer service performance metrics measure how effective your customer service team operates in terms of efficiency, quality, and speed.
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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.
Absolutely. Just sharing some free knowledge that we hope you’ll find useful. Keep us in mind next time you have marketing questions!
The Key Performance Indicators (KPIs) used to measure customer service include:
customer satisfaction score,
ticket volume,
ticket backlog,
first response time,
average resolution time,
first contact resolution ratenet promoter score (NPS), and
customer retention.
The customer contact rate is calculated by taking the number of customer inquiries from all sources and dividing that by the number of paid orders for the same time period.
Thousands of customer service professionals have downloaded these easy-to-use metrics calculators.
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