Customer service metrics

Track the right customer service metrics to get insight into how your team is doing. From CSAT and NPS to IQS - here's a list of resources on all essential support metrics.

6 Metrics You Need to Grow Your Customer Service Team
Customer service metrics

6 Metrics You Need to Grow Your Customer Service Team

Here is a list of the top 6 customer service metrics that you should be focused and reporting on. Learn how to scale them as your team and company start to get bigger and your needs shift.
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First Response Time in Customer Service [Stats & Infographic]
Customer service metrics

First Response Time in Customer Service [Stats & Infographic]

First Response Time indicates how long customers have to wait to get a response to their inquiry. Our infographic gives an overview of how FRT affects support across customer service channels.
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4 Metrics to Predict Your Future Customer Support Needs
Customer service metrics

4 Metrics to Predict Your Future Customer Support Needs

We've collected four customer service metrics that can help you predict your future support needs both in hiring and tooling: NPS, customer effort score, churn (and its partner, retention), contact ratio.
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15 Customer Service Metrics You Should Be Nailing [Infographic]
Customer service metrics

15 Customer Service Metrics You Should Be Nailing [Infographic]

Tracking the right customer service metrics are the key to improving the quality of your customer-facing interactions. We’ve condensed 15 key metrics into one article and an infographic to give you an overview of the choices you have.
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Scaling Customer Service and Measuring Success
Customer service metrics

Scaling Customer Service and Measuring Success

If you're the manager of a support team, you have a billion things to think about every day. As your company grows, you need to start scaling your customer service. Here are 6 key metrics that help you scale with success.
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Customer Support Agent Self Assessment Improves NPS by 5%
Customer service metrics

Customer Support Agent Self Assessment Improves NPS by 5%

We are witnessing a growing focus on the quality of customer support, especially on customer satisfaction metrics. Research finds that support agents self assessment can help to improve Net Promoter Score (NPS).
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What’s Your Customer Service IQS - Internal Quality Score?
Customer service metrics

What’s Your Customer Service IQS - Internal Quality Score?

How would you rate your customer service? Unless you do conversation reviews, you cannot really know that. Internal Quality Score is the outcome of support ticket reviews, which makes the quality of your interactions countable, trackable and comparable through time.
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CSAT Doesn’t Show Your Customer Service Quality
Customer service metrics

CSAT Doesn’t Show Your Customer Service Quality

Customer Satisfaction Score (CSAT) is one of the most popular customer service metrics that companies use to analyze their support quality. However, CSAT doesn’t actually cut it. Here's why.
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Top 5 Customer Service Reports that All Managers Need
Customer service metrics

Top 5 Customer Service Reports that All Managers Need

There are five customer service reports that are relevant to all quality-oriented support teams. Working with the right customer service reports helps managers analyze their team's performance, report their progress to the execs to help them create meaningful strategies.
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