5 Key Performance Indicators for Customer Service

According to a study by Citwell on the maturity of customer service and sales administration teams across 200 companies in France, 20% of them don’t use any metrics to assess their customer service performance. This lack of data is partly responsible for the delayed maturity of after-sales services. Meanwhile, 31% of companies evaluate their customer service using both collective and individual KPIs, while 44% rely solely on collective indicators. According to Aircall, five metrics are essential for measuring customer satisfaction: here they are:

• FCR: The First Contact Resolution Rate measures the proportion of support requests resolved during the first interaction without the customer needing to reach out again.
• NPS: The Net Promoter Score is determined by a highly specific initial question about the likelihood of recommendation, followed by a second qualitative question.
• AHT: Average Handling Time refers to the total time a customer service advisor spends on a customer interaction (including wait time, time spent filling out forms or completing other tasks resulting from the conversation, and the conversation itself).
• CSAT: The Customer Satisfaction Score evaluates the customer experience through short but effective surveys.
• CES: The Customer Effort Score is a customer satisfaction metric that measures the effort required from customers to complete a specific action (such as a purchase, complaint, or return).

Key performance indicators must be taken into account. However, what matters most is that every customer interaction leaves both parties (the customer and the service agent) with a sense of well-being. The experience should be positive, the customer heard, and the human side of the exchange never overlooked.