Before we begin, let’s state the following to leave no doubt: customer service is one of the most critical factors for your business’s success.
Now that we have that clear, we’ll tell you how to measure it to constantly improve.
What to Measure?
- Satisfaction level: How satisfied are your customers with your customer service? You can do this through surveys, questionnaires, or online reviews.
- Resolution time: How long does it take to resolve customer issues? Don’t forget to have this data because it’s crucial.
- Contact frequency: How often do customers contact your customer service? When the frequency is high, it may indicate issues with your product or service.
- Service cost: How much does it cost to provide it? The cost of customer service can be a significant factor when making decisions on how to improve it.
How to Measure It?
- Surveys: You can send them via email, postal mail, or online.
- Questionnaires: These are a more detailed way to gather customer feedback, often including questions about customer satisfaction, resolution time, and other factors.
- Online reviews: These are public and can be collected from websites like Google My Business, Yelp, and Trustpilot.
- Data analysis: You can analyze, for example, the number of support tickets, resolution time, and contact frequency.
When to Measure It?
Daily, but you can perform quarterly, semi-annual, or annual analyses.
You can also measure your customer service in response to specific events, such as a product launch or a change in policy.
What to Do with the Results?
Analyze them to identify areas for improvement. With the results, you’ll have the necessary information to take actions that enhance your customers’ experience.
Tips for Measuring Your Customer Service
- Choose the right KPIs: Don’t try to measure everything; only measure what’s most relevant to your business.
- Do it regularly: You need to see the evolution of your strategies.
- Analyze the results: Don’t just focus on the data; take the time to act on them.
To conclude, we reiterate, it doesn’t matter if you have the best product in the world. If you have poor customer service, your business will be affected sooner or later.
If you’re already using Keybe, don’t forget that you have KB: Metrics, which will make this process very easy.
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