The foundation of exceptional customer service

Powerful Customer Service Analytics

With 15 years of experience in the Customer Service business, we can help you building a solid strategy, supported by data and analytics which will allow you to understand your clients better and to identify any bottlenecks and recurring issues.
Customer experience is everything

Customer experience is everything

  • Did you know that 32% of customers say that they would stop doing business with a brand they love after just one bad experience?

  • What is even more alarming, according to a study from SalesForce, 57% of customers have stopped buying from a company because a competitor provided a better experience.
    • Real-Time Customer Service Analytics

    Real-Time Customer Service Analytics

    Real-Time Customer Service Analytics are extremely important for improving customer experience across the entire customer experience lifecycle, leading to improved customer retention and loyalty, closing the gap between what customers expect from customer service and the quality of support they are getting.
    Actionable insights at optimal time

    Actionable insights at optimal time

    Customers have high expectations and they respond to timely, targeted experiences that are tailored to their specific needs.

    With advanced analytics and visualization capabilities identifying the root cause of a customer service issue can be reduced from days literally to minutes!

    Therefore customer-centric enterprises are implementing real-time customer service analytics to translate data into actionable insights at the optimal time.

    Key Performance Indicators (KPIs)

    Customer Service Metrics

    Customer Satisfaction Metrics

    Phone Metrics

    Case Metrics

    Social Media Metrics

    Self-Service Metrics

    NPS, CSAT, Customer Effort Score, Churn Rate

    Customer Satisfaction Metrics

    Measure external customers’ satisfaction with the quality of service, expressed as a percentage

    Customer Satisfaction (CSAT)

    Definition

    The customer satisfaction score refers to the percentage of customers who picked a positive response to the survey questions sent out at the end of every support interaction. Usually the scale is set from 3 up to 10.

    Calculation

    Number of satisfied customers / Total number of customer surveys

    A metric used in customer experience programs as the gold standard customer experience metric.

    Net Promoter Score (NPS)

    Definition

    A 10-point scale that measures a customer’s willingness to recommend a company’s product or service to others.
  • Promoters: Customers who selected 9 or 10 on their NPS survey.
  • Passives: Customers who selected 7 or 8 on their NPS survey.
  • Detractors: Customers who selected 0-6 on their NPS survey.

    • Calculation

    % of promoters - % of detractors measured for a given time period

    A metric that measures the amount of effort customers expend when they interact with customer service

    Customer Effort Score (CES)

    Definition

    Can be measured with a simple question: On a scale of 1-7, how much effort was involved to get your question answered?

    Calculation

    Average score of CES survey results

    One of the key metrics, when measuring team performance

    Churn Rate

    Definition

    Churn analysis is the evaluation of a company’s customer loss rat, also referred to as customer attrition rate.

    Calculation

    % of customers your company has lost over a given time frame

    Phone Metrics

    Measure volume of inbound calls

    Calls Answered (NCA)

    Definition

    Inbound calls answered by a live rep and inbound calls completed in an IVR

    Calculation

    Count of inbound calls answered by a live rep + inbound calls completed in an IVR

    Measure average wait time of inbound calls

    Average Speed of Answer

    Definition

    Average time per call that elapsed between entering the live rep queue and rep answer.

    Calculation

    Total time between the live rep queue and rep answer for all calls answered in the live rep queue / Total calls answered in live rep queue

    Measure calls lost or dropped during any part of the call process

    Abandon Rate – Absolute

    Definition

    The percentage of inbound calls that are lost or dropped in the messaging system, IVR, or live rep queue

    Calculation

    (Number of calls abandoned from live rep queue + messaging + IVR) / Total number of calls offered

    Measure calls lost or dropped in live rep queue prior to pickup by a live agent

    Abandon Rate – Live Rep Queue

    Definition

    The percentage of inbound calls that are lost or dropped in the live rep queue before the caller receives a live response

    Calculation

    Number of calls abandoned in the live rep queue / Total number of calls offered to the live rep queue

    Measure average call length for inbound calls

    Average Call Length

    Definition

    Average time per call that elapsed between rep answer and rep hang-up for inbound calls.

    Calculation

    (Total talk time + total hold time (after initial rep response))/ Total calls answered in live rep queue

    Measure average telephone transaction time to calculate rep utilization

    Average Call Handling Time

    Definition

    Average time per call elapsed between rep answering the call, customer hanging up and rep post call processing activity.

    Calculation

    (Total Talk Time + Post Call Processing Time) / Total Calls Answered

    Case Metrics

    Measure the number of new inbound cases

    New Cases/Ticket Volume

    Definition

    Count of support cases raised within the reporting period, segmented by Channel and by Time Period

    Calculation

    Total number of new cases for a given period

    The number of open unresolved cases in the representative's ownership

    Open Cases - Backlog

    Definition

    This metric can be further segmented by Case Status for example to only see the number of Active Cases

    Calculation

    Number of currently open cases

    Average first response time for a customer to receive an initial reply to their support request.

    Average first response time

    Definition

    First Response Time is calculated by subtracting the time of the customer request from the time of the initial reply. Another variation: a percentage of tickets where the first rep reply was within the specified SLA.

    Calculation

    Time of first response - time of customer request = (# Minutes/hours/days) First Response Time

    Measure the effectiveness of first contact resolution of a customer issue.

    First Contact Resolution (FCR)

    Definition

    The percentage of tickets resolved within the first support interaction.

    Calculation

    Number of customers indicating the issue about which they called was resolved on the first call / Total number of calls completing the survey process

    The average amount of time spent working on a case before resolving it

    Time on Case / Handle Time

    Definition

    How much time does it take to resolve a case? Measured in hours or minutes.

    Calculation

    Total time spent on handling cases / Number of closed cases

    Measure average length of time to close a service request

    Days to Close

    Definition

    The average number of days spent to close customer requests

    Calculation

    Total number of days processing the requests to close / Number of requests received within the given time period

    Breakdown of current backlog based on aging categories

    Aging Cases

    Definition

    Case aging categorization example:
  • less than 14 days
  • 14 to 21 days
  • 21 to 30 days
  • more than 30 days

    • Calculation

    Average case age broken down by given aging intervals

    The average time taken for incoming tickets to be assigned to a support rep

    First assign time

    Definition

    The average time taken for tickets to be assigned to a rep. Reassigns are not included.

    Calculation

    Total time taken to assign tickets for the first time / Number of tickets that were assigned to a rep during the selected time period

    % of tickets resolved within the resolution SLA limit

    Resolution SLA percentage

    Definition

    % of tickets resolved within the resolution SLA limit

    Calculation

    Number of cases resolved within the SLA / Total number of cases resolved during the selected time period

    Identifies how many times a rep and customer go back and forth before coming to a resolution.

    Replies per resolution

    Definition

    Median number of replies per case.

    Calculation

    Number of replies cases / Number of cases

    Number of the tickets that were reopened after they were marked as resolved in a specified time period

    Ticket reopen rate

    Definition

    Usually occurs because the incident symptom recurs.

    Calculation

    Number of reopened cases / Total number of cases closed during the selected time period

    Percentage of tickets that were escalated

    Percentage of escalations

    Definition

    Percentage of tickets that were escalated to a higher level of support or to managers. This metric helps measuring how often customers are experiencing pain.

    Calculation

    Number of escalated cases / Number of cases raised in the given time period

    Can you read this text??

    Self-Service Metrics

    An indicator of KB article's success to troubleshoot customer problems

    Page views on Knowledge Base articles

    Definition

    This metric gives us the number of unique page views of a selected Knowledge Base article's. Articles with higher number of views likely have a positive impact on decrease of related support tickets and self-serv efficiency.

    Calculation

    Count of page views per KB article

    Refers to the percentage of sessions where there was no interaction with the page

    KB Article bounce rate and time spent on page

    Definition

    Designed to tell you if a given Knowledge Base article is meeting customers' expectations.

    Calculation

    Number of single page visits where the average time on page is less than 10 seconds (you can define the time interval according to your needs)

    Refers to the number of likes and dislikes your knowledge base article has received from customers

    Article upvotes / downvotes

    Definition

    Upvotes are used to signal that an article is being received positively, the content and the style was accepted positively. Downvotes are used to signal disapproval of an article an its content, high number of downvotes means the article needs to be changed or removed.

    Calculation

    Count of upvotes - Count of downvotes

    Helps you to see how well your customers are able to self-serve and how many inbound tickets you are able to deflect

    Ratio of article views to submitted tickets

    Definition

    This metric helps you to see how well your customers are able to self-serve instead of using another channel to contact your support team. The goal is to have the number of views to be relatively high compared to the number of submitted tickets or calls.

    Calculation

    total number of knowledge base pageviews / total number of submitted tickets

    Social Media Metrics

    The split up of all the social channels you’re receiving customer issues from

    Source wise split of issues - Twitter, Facebook and more

    Definition

    You need to focus your resources on the channel that gets the most traction.

    A measure of the time taken to respond to tickets raised on social media sites

    Response time for social tickets

    Definition

    Remember, you customers expect quick responses and fast resolution!

    Refers to the number of likes and dislikes your knowledge base article has received from customers

    Engagement - Number of likes, retweets or positive replies/mentions

    Definition

    Success Indicators:
  • An increase in overall engagement.
  • An increase in post reach.

    • Calculation

    likes + comments + shares + clicks + reach

    Percentage of social tickets resolved within SLA

    Resolution SLA% for social tickets

    Definition

    You should strive to keep this number high, customers likes quick responses on social media.

    Calculation

    Number of social tickets resolved within the SLA / Total number of social cases resolved during the selected time period
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