Customer service KPIs
“What gets measured gets done” – Tom Peters
If you want staff to provide great customer service, you need to give them the right Key Performance Indicators – then measure and report on them!
This way, your staff will know what great customer service looks like and will practise it as they know you are measuring their performance.
Here are some suggested KPIs:
1. First time resolution – don’t measure how long someone spends on the hone with a customer who has a query, instead measure what percentage of time they resolve the customers query or complaint (check what percentage have to call again).
2. Customer satisfaction – ask customers how happy they were with the service from individual members of staff. Set a benchmark they have to achieve.
3. Conversion rate – for sales staff, what percentage of enquiries do they convert to a sale?
4. Promises kept – for example, the percentage of times that they sent information to a customer when promised (or within your set timescales).
5. Average time taken to answer the phone
6. If customers are only dealt with by one member of staff, consider customer retention, repurchases and referrals gained.
You may also want to consider:
Cashflow - if your customers are happy, they pay on time, every time
Repeat business - happy customers stay with you so look after them!
Employee retention - you may think this is odd, but superb customer service begins in the heart of your business. If your staff are happy, customers will be too.
Speed - if you have a problem to sort, how quickly do you sort it?
All businesses are different, so this list isn’t exhaustive and there are likely to be others that are more suitable for you. The important thing is to have some KPIs in place, to track them and then to discuss them with your staff so they understand how important they are!