December 23, 2022

23 Customer service metrics for 2023

Tiebe Parmentier
CTO & Co-Founder

In the face of economic and energy crises, it is increasingly important for businesses to prioritize customer satisfaction and loyalty. This blog post will discuss the top 23 customer service metrics that businesses should track in 2023 to ensure they meet customer needs and remain competitive. These metrics provide insight into the effectiveness of your customer support efforts and areas for improvement. By regularly tracking and analyzing these key performance indicators, businesses can improve the customer experience and build trust with their audience.

1. Ticket volume

Tracking the number of customer support interactions a business receives (called "ticket volume") is important for understanding trends and patterns over time, identifying areas of the business that may be causing frustration for customers, and comparing the performance of the customer support team to that of similar businesses or industries. It can also be helpful for forecasting and planning purposes.

2. Ticket backlog

Tracking the number of customer support tickets that have not yet been addressed can give you an idea of how efficiently your customer support team is handling incoming requests and help you identify any bottlenecks or areas for improvement. A high ticket backlog can be frustrating for customers waiting for a response, leading to a decline in customer satisfaction. By regularly monitoring the ticket backlog, you can ensure that your team can keep up with demand and provide timely support to customers. Every ticket is an opportunity to deliver top-notch support and show customers that their needs are a priority. Prioritizing the resolution of the ticket backlog can improve the customer experience and build trust with your audience.

3. Average resolution time

Average resolution time is the amount of time it takes for a support ticket to be fully resolved. This metric is important because it can give you a sense of how long it takes for your team to resolve customer issues and can help you identify areas for improvement. If your average resolution time is high, it could be a sign that your team is struggling to handle incoming requests efficiently, or that certain types of issues are particularly challenging to resolve. By tracking average resolution time, you can work to reduce the amount of time it takes for your team to resolve customer issues and improve the overall customer experience.

4. Average reply time

Average reply time is the amount of time it takes for your customer support team to reply to an incoming support ticket. This metric is important because it can give you a sense of how responsive your team is to customer needs and help you identify improvement areas. If your average reply time is high, it could be a sign that your team is struggling to keep up with demand or that certain types of issues are taking longer to address. By tracking average reply time, you can work to reduce the amount of time it takes for your team to respond to customer requests and improve the overall customer experience.

5. Average first response time

The average first response time is how long it takes for your customer support team to initially respond to an incoming support ticket. This is a key metric because it tells you how quickly your team can address customer needs and identify areas for improvement. If your average first response time is high, it could mean that your team is having trouble keeping up with demand or that certain types of issues are taking longer to address. By tracking this metric, you can work to reduce the time it takes for your team to respond to customer requests and improve the overall customer experience.

6. Customer satisfaction score

Customer satisfaction score is a metric that measures how satisfied your customers are with the support they receive. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. By tracking customer satisfaction score, you can work to improve the overall customer experience and build trust with your audience.

7. Average handle time

Average handle time is the amount of time it takes for your customer support team to complete a support ticket from start to finish. This metric is important because it can give you a sense of how efficient your team is at handling customer requests and can help you identify areas for improvement. If your average handle time is high, it could be a sign that your team is struggling to keep up with demand or that certain types of issues are taking longer to address. By tracking average handle time, you can work to reduce the amount of time it takes for your team to handle customer requests and improve the overall customer experience.

8. First contact resolution rate

First contact resolution rate is the percentage of support tickets that are resolved on the first contact with the customer. This metric is important because it can give you a sense of how effective your team is at resolving customer issues and can help you identify areas for improvement. If your first contact resolution rate is low, it could be a sign that your team is struggling to fully address customer issues on the first contact or that certain types of issues are particularly challenging to resolve. By tracking the first contact resolution rate, you can improve your team's effectiveness and reduce the need for follow-up interactions with customers.

9. Net Promoter Score (NPS)

Net Promoter Score (NPS) is a metric that measures how likely a customer is to recommend your product or service to others. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. NPS is typically measured on a scale of 0-10, with scores above 0 considered positive and scores below 0 considered negative. By tracking NPS, you can work to improve the overall customer experience and increase customer loyalty.

10. Replies per resolution

Replies per resolution is a metric that measures the average number of replies it takes to fully resolve a support ticket. This metric is important because it can give you a sense of how efficient your team is at resolving customer issues and can help you identify areas for improvement. If your replies per resolution are high, it could be a sign that your team is struggling to fully understand customer issues or that certain types of issues are particularly challenging to resolve. By tracking replies per resolution, you can work to improve the efficiency of your team and reduce the need for multiple interactions with customers.

11. Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that measures how much effort a customer has to put in to resolve an issue or get their question answered. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. CES is typically measured on a scale of 0-10, with scores below 5 considered good and scores above 5 considered poor. By tracking CES, you can work to reduce the effort required for customers to resolve their issues and improve the overall customer experience.

12. Overall resolution rate

Overall resolution rate is the percentage of support tickets that are fully resolved by your team. This metric is important because it can give you a sense of how effective your team is at resolving customer issues and can help you identify areas for improvement. If your overall resolution rate is low, it could be a sign that your team is struggling to fully address customer issues or that certain types of issues are particularly challenging to resolve. By tracking the overall resolution rate, you can improve your team's effectiveness and increase customer satisfaction.

13. Frequency of Up-sells and Cross-sells

Frequency of up-sells and cross-sells is a metric that measures how often your team is successful at up-selling or cross-selling products or services to customers. This metric is important because it can give you a sense of how well your team is maximizing sales opportunities and can help you identify areas for improvement. By tracking the frequency of up-sells and cross-sells, you can work to improve the sales skills of your team and increase revenue.

14. Customer Experience Rating

Customer experience rating is a metric that measures how satisfied customers are with their overall experience with your product or service. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. Customer experience rating is typically measured on a scale of 0-10, with higher scores indicating higher levels of satisfaction. By tracking customer experience rating, you can work to improve the overall customer experience and increase customer loyalty.

15. Customer Retention Rate

Customer retention rate is a metric that measures the percentage of customers who continue to use your product or service over time. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. If your customer retention rate is low, it could be a sign that your team is struggling to keep customers satisfied or that your product or service is not meeting customer needs. By tracking the customer retention rate, you can work to improve the overall customer experience and increase customer loyal

16. Self-Service Usage

Self-service usage is a metric that measures the percentage of customers who use self-service channels (such as online FAQs or chatbots) to resolve their issues or get their questions answered. This metric is important because it can give you a sense of how well your self-service channels are meeting customer needs and can help you identify areas for improvement. If your self-service usage is low, it could be a sign that your self-service channels are not meeting customer needs or are not easy to use. By tracking self-service usage, you can work to improve the effectiveness and usability of your self-service channels and reduce the workload on your customer support team.

17. Customer Churn

We all know churn do we? Customer churn is a metric that measures the percentage of customers who stop using your product or service over a given period. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. If your customer churn rate is high, it could be a sign that your team is struggling to keep customers satisfied or that your product or service is not meeting customer needs. By tracking customer churn rate, you can work to improve the overall customer experience and increase customer loyalty.

18. Repurchase rate

Repurchase rate is a metric that measures the percentage of customers who purchase a product or service from your company again after their initial purchase. This metric is important because it can give you a sense of how well your team is meeting customer needs and can help you identify areas for improvement. If your repurchase rate is low, it could be a sign that your team is struggling to keep customers satisfied or that your product or service is not meeting customer needs. By tracking repurchase rate, you can work to improve the overall customer experience and increase customer loyalty. Additionally, a high repurchase rate can be a sign of a loyal customer base, which can be beneficial for the long-term success of your business. You can track repurchase rate by analyzing customer purchase history and calculating the percentage of customers who have made multiple purchases from your company.

19. Average time spent on each ticket

Average time spent on each ticket is a metric that measures the average amount of time it takes for customer support team members to resolve a ticket or issue. This metric is important because it can give you a sense of how efficient your team is at resolving issues and can help you identify areas for improvement. If your average time spent on each ticket is high, it could be a sign that your team is struggling to resolve issues on time or that the complexity of the issues is too high. By tracking the average time spent on each ticket, you can work to improve the efficiency of your customer support team and increase customer satisfaction.

20. Resolution SLA %

Resolution SLA % (Service Level Agreement percentage) is a metric that measures the percentage of tickets that are resolved within a predetermined timeframe. This metric is important because it can give you a sense of how well your team is meeting service levservice-level and can help you identify areas for improvement. If your resolution SLA % is low, it could be a sign that your team is struggling to meet service level agreements or that the complexity of the issues is too high. By tracking resolution SLA %, you can work to improve the efficiency of your customer support team and increase customer satisfaction.

21. Number of escalation requests

Number of escalation requests is a metric that measures the number of times a customer's issue or request has been escalated to a higher level of support. This metric is important because it can give you a sense of how often customers are not satisfied with the initial level of support they receive and can help you identify areas for improvement. If your number of escalation requests is high, it could be a sign that your initial level of support is not meeting customer needs or that the complexity of the issues is too high. By tracking the number of escalation requests, you can work to improve the initial level of support and increase customer satisfaction.

22. Number of tickets reopened

Number of tickets reopened is a metric that measures the number of times a customer's issue or request has been reopened after it was previously marked as resolved. This metric is important because it can give you a sense of how often customers are not satisfied with the initial resolution of their issue and can help you identify areas for improvement. If your number of tickets reopened is high, it could be a sign that your initial resolution is not meeting customer needs or that the complexity of the issues is too high. By tracking the number of tickets reopened, you can work to improve the initial resolution of issues and increase customer satisfaction.

23. Call Abandonment Rate

Call abandonment rate is a metric that measures the percentage of calls that are terminated by the customer before they are answered by a customer support team member. This metric is important because it can give you a sense of how well your team is handling incoming calls and can help you identify areas for improvement. If your call abandonment rate is high, it could be a sign that your team is not answering calls on time or that the wait time for customers is too long. By tracking the call abandonment rate, you can work to improve the efficiency of your customer support team and increase customer satisfaction.

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