Customer Service Kpi Report. Csat (customer satisfaction score) is the fundamental kpi that determines your customer’s happiness. As its name implies, this addresses the challenge of strategy execution.
It is the key performance indicators that are a measurable value to demonstrate the effectiveness in a business achieving its targets. Customer service is the act of taking care of the customer’s needs by delivering professional service. Customer service response and wait times on social media.
This measures the duration of each call, transfers made, how efficiently an agent has resolved a call, and if they needed an issue to be escalated.
In this example we create a balanced/strategy scorecard. The most popular kpi for measuring customer satisfaction is the csat. Here are the 6 kpis that should be in every customer service report. Regardless of your customer service role or level of seniority, there’s always room for improvement.