Leave a little more time before sending out experience-focused surveys.
Consider also asking fill-in-the-blank or multiple-choice questions like “What can we do better?” or “What was the most positive aspect of the experience?”Īim to send out support-related CSAT surveys shortly after customer service has been provided. Once enough responses have been collected, CSATs can be calculated with this formula:ĬSAT: (Number of satisfied customers / number of survey responses) * 100ĬSAT surveys also provide an opportunity to ask for qualitative feedback. Those who answer 4-5 are considered satisfied customers. Some companies replace numbers with stars or a spectrum of unhappy to happy faces. How likely are you to do business with us again?Ĭustomers typically rate responses on a scale of 1-5 (and sometimes 1-3 or 1-7), with the highest number representing the best score.How satisfied were you with the support you received.Like an NPS, customer satisfaction scores are based on the results of client surveys that ask customers about their service experience.Įxamples of customer satisfaction survey questions include: NPS: Percentage of promoters - Percentage of detractorsįor example, if you have 80% promoters and 15% detractors, your NPS would be 65.Īim to send out NPS surveys after customers have had a chance to experience your product or service. Here’s the formula to calculate your NPS: Scores are calculated based on the results of a survey question, which usually asks customers to rate how likely they are to recommend your company to someone on a scale of 1-10 (10 being the most likely).ĭepending on the rating, customers are classified as detractors (score of 0-6), passive (7-8), and promoters (9-10). Net promoter scores measure the likelihood of customers to recommend your products or services. Here’s a breakdown of the top customer service metrics that matter. This includes direct feedback from customer surveys or polls, and also reports that calculate how long it takes for tickets to be resolved. 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.Ĭustomer service metrics are also used to measure client satisfaction. What are customer service metrics?Ĭustomer service metrics measure the performance, quality, and efficiency of a business’s customer support operations. 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.
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