Customer service metrics enable companies to track their support efforts in an on-demand, multi-platform world. Plus, keeping tabs on your customer service metrics is an important way to measure the overall health of your brand. Happy customers make repeat purchases, reduce the load on your customer service team, and increase the reach of your brand through positive word of mouth.
Keep reading to find out how to efficiently track customer success and satisfaction, and help your team stay on top of all things customer service.
Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.
What are customer service metrics?
Customer service metrics are a set of key performance indicators used to measure the performance, quality, and efficiency of a business’s customer support efforts.
Tracking common metrics for customer service allows a business to allocate necessary resources, understand which channels customers use, and identify recurring issues or bottlenecks in the support process.
Customer service metrics are also used to measure client satisfaction. This includes direct feedback from customer surveys or polls, and also reports that calculate how long it takes for tickets to be resolved.
18 customer service metrics to track in 2023
Here’s a breakdown of the top customer service metrics that matter.
1. Net promoter score (NPS)
Your Net Promoter Score measures how likely your customers are to recommend your company to others. It’s one of the most important customer engagement success metrics. Only those customers who are on good terms with your brand are likely to recommend you to others.
To measure NPS, send a short survey to customers after a purchase or customer service interaction. Ask them one simple question: How likely are you to recommend the brand? NPS is usually measured on a scale of 1-10, but some use a five-point scale instead.
Source: Shaw Mobile text survey
To measure NPS, subtract your percentage of detractors (those who would not recommend your brand) from your promoters (those who would). Leave out those who fall in “maybe” territory—these people are considered “passives” and don’t impact your score.
NPS = Percentage of promoters – Percentage of detractors
2. Customer satisfaction score (CSAT)
Like NPS, CSAT involves asking your customers a simple survey question. However, in this case, you just ask them to rate their experience.
So, instead of asking whether they’d recommend you, you’re just asking how satisfied they are with you. This is one of the most valuable customer service success metrics. It encapsulates the entire customer service experience in one response.
You can send an NPS survey either after a purchase OR after a customer service interaction. For CSAT, it’s most common to send the survey after a customer service interaction only. You can use a numeric scale, or get creative, like Booking.com did in this CSAT survey:
Source: Booking.com email survey
To calculate CSAT, divide the number of positive scores on your survey by the total number of replies. Multiply by 100 to get the percentage.
CSAT = (Number of positive scores/Number of replies) x 100
By the way, Hootsuite Inbox can automatically send CSAT surveys after each customer service interaction and automatically pull the results into Hootsuite Analytics for easy analysis and reporting.
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