Structuring and optimizing customer support is crucial for every company. While the types of issues your support team will handle are important to understand, knowing which metrics to track is equally significant. These metrics not only measure your team’s performance, but they can also provide insights into customer behavior, preferences, and satisfaction.
Let’s dive into some of the most important metrics that can guide your customer support team to success.
Customer Satisfaction Score (CSAT)
CSAT measures how satisfied your customers are with your service. Usually, it’s calculated based on responses to a question like, “How satisfied were you with your experience?” on a scale of 1-5 or 1-7. Higher scores indicate higher customer satisfaction.
Customer Dissatisfaction Score (DSAT)
The counterpart to CSAT, DSAT identifies customers who are unsatisfied with your service. Tracking DSAT helps identify areas where your support team can improve and develop strategies to increase overall satisfaction.
Net Promoter Score (NPS)
NPS measures customer loyalty by asking customers how likely they are to recommend your product or service to others. With responses on a scale of 0-10, promoters (9-10), passives (7-8), and detractors (0-6) are identified. NPS is calculated by subtracting the percentage of detractors from promoters.
First Response Time (FRT)
This metric tracks how long a customer waits for the first response after submitting a ticket. Faster FRT typically correlates with higher customer satisfaction, as customers appreciate prompt attention to their issues.
Average Handle Time (AHT)
AHT is the average time taken to resolve a ticket, from start to finish. While speed is important, ensuring the issue is fully resolved is equally crucial to avoid repeat tickets and maintain customer satisfaction.
Conversation Volume and Sources
Keeping track of how many support interactions you have and their sources (email, chat, phone, social media, etc.) provides insights into how customers prefer to reach out and where you may need to allocate more resources.
Resolution Rate
This is the percentage of tickets fully resolved out of the total received. A high resolution rate shows the effectiveness of your support team and can contribute to higher customer satisfaction.
Replies per Conversation / Ticket
This metric can highlight efficiency or complexity in resolving issues. A high number of replies might suggest a complex issue, or it could indicate a need for better training or process improvements.
First Contact Resolution Rate (FCR)
FCR measures the percentage of tickets resolved in the first interaction. A high FCR often means that your support team is efficient and knowledgeable, leading to faster resolutions and happier customers.
Escalation Rate
The escalation rate shows the percentage of issues escalated to higher-level support or management. While some complex issues will inevitably need escalation, a high rate could signal a need for more training or improved processes at the lower levels.
Self-Service Resolution Rate:
This metric tracks how many issues are resolved through self-service resources like FAQs or knowledge bases. A high self-service resolution rate can free up your support team to focus on more complex queries.
Metrics are powerful tools for understanding and improving your customer support team’s performance. By tracking these key metrics, you can make data-driven decisions, improve processes, and enhance your overall customer experience.
Remember, with Screendesk, you can not only optimize ticket resolution through videos and screen recordings but also streamline your processes by integrating with popular helpdesks, transforming customer support from a cost center into a value creator.
Are you ready to transform your customer support operations with data-driven insights? Experience the Screendesk difference by trying it for free today.
