{"id":8906,"date":"2020-02-17T09:42:00","date_gmt":"2020-02-17T09:42:00","guid":{"rendered":"https:\/\/ubiq.co\/tech-blog\/?p=8906"},"modified":"2025-08-08T05:59:39","modified_gmt":"2025-08-08T05:59:39","slug":"top-6-customer-service-kpis-you-must-monitor-regularly","status":"publish","type":"post","link":"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/","title":{"rendered":"Top 6 Customer Service KPIs You Must Monitor Regularly"},"content":{"rendered":"\n<p>Customer service KPIs &amp; metrics help you measure customer service performance &amp; quality. It&#8217;s essential to track the right customer support KPIs &amp; metrics to ensure that your strategy is going in the right direction. Here are the top 6 Customer Service KPIs that you must monitor regularly to grow your business.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#Top_6_Customer_Service_KPIs_You_Must_Monitor_Regularly\" >Top 6 Customer Service KPIs You Must Monitor Regularly<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#1_Average_Response_Time\" >1. Average Response Time<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#2_Number_of_issues\" >2. Number of issues<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#3_First_Call_Resolution_FCR\" >3. First Call Resolution (FCR)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#4_Average_Time_to_Close\" >4. Average Time to Close<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#5_Customer_Satisfaction_Net_Promoter_Score\" >5. Customer Satisfaction (Net Promoter Score)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/ubiq.co\/tech-blog\/top-6-customer-service-kpis-you-must-monitor-regularly\/#6_Top_Performing_Agents\" >6. Top Performing Agents<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Top_6_Customer_Service_KPIs_You_Must_Monitor_Regularly\"><\/span>Top 6 Customer Service KPIs You Must Monitor Regularly<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Here are the top 6 customer service KPIs that you can track regularly, and use as reference when you build metrics for business dashboard reporting.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Average_Response_Time\"><\/span>1. Average Response Time<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Average Response Time is the time taken for your customer support agent to respond to a customer call. It is measured as the time between customer placing the call and your agent responding to it. It is one of the most important customer service KPIs. Long average response times reduce customer satisfaction. In fact, <a href=\"https:\/\/www.userlike.com\/en\/blog\/27-horrifying-customer-service-stats\" target=\"_blank\" rel=\"noreferrer noopener\">67%<\/a> of customers hang up the phone after waiting for 1 minute. So ensure that your agents promptly attend service calls. Measure this KPIs daily\/weekly to understand &amp; predict customer demand.<\/p>\n\n\n\n<p>You can also track daily average response time for your call center, with the help of a data visualization software.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Number_of_issues\"><\/span>2. Number of issues<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>If your customer&nbsp;support team is flooded with issues, it will take a long time for them to respond and resolve customer complaints.<\/p>\n\n\n\n<p>So track the number of issues every hour\/day using a business intelligence solution, to figure out when you get most calls, what they are about, and allocate adequate resources for it.<\/p>\n\n\n\n<p>Also look at number of issues by each communication channel to understand how your customers try to reach you, and adapt accordingly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_First_Call_Resolution_FCR\"><\/span>3. First Call Resolution (FCR)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>First Call Resolution stands for the number of times a customer issue has been resolved during the first call itself, without any call transfers. It is one of the most important customer service KPIs to improve customer satisfaction. Increase this metric to make customers happy. You can do this by providing comprehensive Q&amp;A reference to your agents, helping them improve communication skills, and putting a clear process in place.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Average_Time_to_Close\"><\/span>4. Average Time to Close<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Average Time to Close is the average time taken to completely resolve an issue after receiving its first call. The less time it takes to resolve issues, the more satisfied your customer will be.<\/p>\n\n\n\n<p>Monitor Average Time to Close for each channel, complaint topic to identify which business areas and communication channels take the most time for resolution.<\/p>\n\n\n\n<p>See if you can reduce this KPI through more resources, streamlined processes or better training.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Customer_Satisfaction_Net_Promoter_Score\"><\/span>5. Customer Satisfaction (Net Promoter Score)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Net Promoter Score (NPS) measures how likely your customers are to recommend your product or service to anyone such as a friend, relative or colleague?<\/p>\n\n\n\n<p>Ask your customer to rate your business on a scale of 0-10, 10 being most likely and 0 being least likely. Group your customer responses into 3 buckets &#8211;&nbsp;0-6 are detractors, 7-8 are passives and 9-10 are promoters. Reach out to detractors and ask them how you can improve your offering. Compare your scores with those of your competitors to see if you need to improve a lot.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Top_Performing_Agents\"><\/span>6. Top Performing Agents<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Last but not the least, keep track of your top performing agents and reward them periodically, so that they are motivated and do better. Encourage them to share their best practices so that even other agents in your technical support team cam improve.<\/p>\n\n\n\n<p>Make sure you measure each agent on multiple parameters such as FCR, number of resolved issues, customer feedback. Also, ensure that you measure their performance over a reasonable time, so that luck-based instances and random incidents don&#8217;t skew your results.<\/p>\n\n\n\n<p><a href=\"\/software\/customer-service-dashboard\">Customer service dashboard<\/a> is one of the key types of business dashboards\u00a0for every business. You can track these customer service KPIs and metrics using dashboard software and share these KPIs with your technical support team so that they know where they stand and where they need to go.<\/p>\n\n\n\n<p>If you want to create business dashboards, reports &amp; charts, you can try <a href=\"https:\/\/ubiq.co\">Ubiq<\/a>. We offer a 14-day free trial!<\/p>\n\n\n\n<p>Also read:<br><a href=\"https:\/\/ubiq.co\/tech-blog\/5-tips-to-build-better-business-dashboards\/\">5 Tips to Build Better Business Dashboards<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/key-business-intelligence-requirements-for-every-business\/\">Key BI Requirements for Every Business<\/a><br><a href=\"https:\/\/ubiq.co\/tech-blog\/how-to-build-metrics-for-business-dashboard-reporting\/\">How to Build Metrics for Business Dashboard Reporting<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Here are the top 6 Customer Service KPIs you must monitor regularly to improve customer satisfaction and user retention.<\/p>\n","protected":false},"author":1,"featured_media":8909,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[502],"tags":[501,608],"class_list":["post-8906","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kpi","tag-customer-service","tag-kpi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - 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