The customer experience is one of the most important aspects of a business and ensuring that your customers are satisfied with their interactions is essential for building trust with your brand. There are many customer satisfaction statistics that you can use to track your business's performance and measure its progress over time.
Customer satisfaction scores: CSAT can be used to track customer satisfaction. This metric can be used to compare your competitors and provides an instant indicator of customer satisfaction with your service. A good score can mean that your customers are happy and engaged, while a low score could be an indication of poor product quality, poor customer service, or a bad marketing strategy.
Net Promoter Score: This customer service metric measures how likely customers are to recommend your products and services to friends and family. It can be a valuable way to understand how your customers feel about your company and whether you need to improve your product or service to keep your customers coming back for more.
FRT is the first time a customer receives a response. This is an important indicator of customer satisfaction. It measures how quickly your team responds customer inquiries. This should be closely monitored to identify any signs of delay. It's important to look for the "hockey stick" growth where it rises gradually before leveling off over time, but this isn't always possible in real-time.
Handle time: This is another metric that focuses on how long it takes to resolve a customer request. It's an important metric for evaluating how your team handles incoming requests, as this can indicate opportunities for improvements in processes or training to improve speed. You also need to divide the topic of conversation, because some topics may take longer than others. If you see that conversations around your account page are taking more time than other topics, for example, this can be a sign that you need to work on your documentation around that topic or make product changes.
Average ticket count: This is an important metric for measuring how effective your Customer Service is at addressing customer requests. It's a good idea to calculate this number on a daily, weekly, or monthly basis so that you can identify trends that may affect your overall service experience.
Customer effort score cards: These are a great tool for understanding how hard customers try to resolve their challenges with your company. They're an easy way to measure how much effort a customer feels they put into their issue, and 96% of customers who exert high effort are more likely to continue using your product or services.
Top-performing agents: This metric is a great way to identify the best customer service representatives in your organization and reward them for their outstanding efforts. It can also be a useful metric for monitoring the performance of individual agents, and it can help you identify those who need additional training or coaching.