Customer support metrics and measurement

Customer satisfaction metrics turn vague feelings about your support into numbers you can track over time. This chapter explains what they are, which…

A CSAT score tells you how satisfied a customer felt right after a support interaction. This chapter explains what the score means, how companies…

Net Promoter Score shows how likely your customers are to recommend your brand to someone they know. This chapter explains what NPS measures, how the…

Customer Effort Score measures how much work a customer had to do to get their problem solved. This chapter explains what CES captures, why ease…

First response time tracks how long a customer waits before hearing back from your support team. This chapter explains what the metric measures, why…

Average resolution time shows how long your team takes to fully close customer issues from start to finish. This chapter explains what the metric…

Measuring customer satisfaction turns guesswork into data your team can improve on. This chapter walks through the main methods, from post-interaction…

Improving customer satisfaction starts with small, consistent changes based on real feedback. This chapter covers practical steps support teams use to…

Customer retention rate shows how many customers stick with your business over a given period. This chapter explains what the metric means, how…

Ticket volume tells you how many support requests your team handles over a given period. This chapter explains what the metric measures, why tracking…

Calculating NPS turns raw survey responses into a single loyalty score your team can track over time. This chapter walks through the formula step by…

Customer service KPIs are the key numbers your support team tracks to measure performance and spot problems early. This chapter explains which KPIs…