Metrics

19 posts

Welcome to the Customer Support Metrics category of Screendesk. Here, you’ll find essential insights and practical advice on measuring and analyzing your customer support performance. From key performance indicators (KPIs) to advanced analytics, this category provides the tools and knowledge you need to optimize your support operations. Dive in and discover how to use metrics to enhance your customer service.

Customer survey card asking "How likely are you to recommend Acme to a colleague?"

Metrics

10 Customer Satisfaction Survey Examples and Questions

Ten practical survey approaches with original question templates, clear scales and reporting rules, including…

8 min read

Bar chart of balanced quality scorecard for CSAT, Low effort, FCR, QA score and Reply < 4h.

Metrics

Customer Service Quality Metrics: A Balanced Scorecard

Nine service-quality measures with explicit definitions and a balanced scorecard for investigating accuracy,…

8 min read

Bar chart of weekly ticket volume for W33, W34, W35, W36, W37 and W38.

Metrics

IT Service Desk Metrics: 8 Measures & Reporting Template

Eight IT service desk measures with illustrative calculations, explicit reporting boundaries, and a practical…

11 min read

Comparison table of CSAT, Customer effort, NPS, Customer churn and Resolution time by question, source and watch for.

Metrics

Customer Satisfaction Metrics: 10 Measures Explained

Ten satisfaction and supporting measures, with defined formulas, survey coverage, illustrative calculations, and…

8 min read

Donut chart of why customers left · sep: Integration gap, Onboarding stalled, Budget cut, Went to competitor and Reason unverified.

Metrics

How to Reduce Customer Churn: A Data-Led Guide

Six connected strategies for diagnosing churn, validating risk signals, assigning interventions, and measuring…

9 min read

Metric tiles: Cohort retention 91%, Churn 9%, Repeat purchase 34% and NPS +32.

Metrics

How to Measure Customer Loyalty: Metrics & Examples

Five customer loyalty measures with clear definitions, illustrative calculations, feedback guidance, and a…

7 min read

Metric tiles: Median first reply 1h 52m, 90th percentile 7h 40m, Unanswered now 37 and Oldest request 26h.

Metrics

How to Improve Response Time in Customer Support

A practical response-time improvement guide with measurement examples, delay diagnosis, routing and coverage…

7 min read

Help article "Monthly customer service report" with sections What happened this month, Which customers were affected, Resolution by account segment and Next actions and owners.

Metrics

Customer Service Reporting: CRM Metrics & Template

A practical CRM reporting workflow with operational and organizational measures, data joins, an original report…

7 min read

Measurement spec form with fields for metric, clock, population and statistic.

Metrics

Customer Service Metrics: A Practical Measurement Guide

A practical framework for customer service measurement, including productivity, phone answering, channel…

10 min read