The more value you create for your customers, the less you generally have to worry about losing their business. You can measure your effectiveness with several customer service metrics or KPIs that illustrate different parts of the customer experience.
The right customer experience tools help track these key metrics and improve service with a holistic view of the customer journey. At the same time, if you don’t meet customer expectations, they just might stray from your stable — and quickly.
At least one-third of consumers said they would consider switching companies after just one instance of bad customer service. Those customers didn’t just take their business elsewhere but were also likely to tell their peers or the general public about their poor customer service interactions.
We compiled these 17 best benchmarks to help nourish your customer relationships and avoid customer service pitfalls.
Average Wait Time
Rate of Answered Calls
First Contact Resolution Rate
Call Service-Level Agreement
Average Handle Time
Average Interactions Per Ticket
First Response Time
Average Response Time
Average Resolution Time
Issue Resolution Rate
Self-Service Usage
Backlog
Customer Satisfaction Score
Net Promoter Score
Customer Effort Score
Customer Churn
Repurchase Rate
1. Average Wait Time
Average wait time is the average time customers spend before connecting with a support agent.
No one likes waiting on hold, especially your customers with important questions about your products. When customers wait, they’re 16 times more likely to feel impatient than excited or any other non-negative emotion besides neutrality.
