Customer service metrics

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.

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.

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.

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.

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.

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).

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.