The Best Customer Service KPIs to Follow

[monira#$1244]

As we all know, Key Performance Indicators or KPIs are metrics or data that can measure the performance of various staff or departments. They are measurable values ​​that an entrepreneur, department or company head can use to objectively measure the success of someone or something. But what about customer service? Which metrics can you use to improve your overall customer service and which metrics will prove most valuable to your business? Let's take a look.

CCR - Customer Churn Rate
First, let's get the not-so-fun stuff out of the way: CCR tells you the rate at which customers stop using your service. While this only applies to subscription-based services, CCR is a great indicator of how effective your business is at retaining customers.
CCR (Customer Churn Rate) Calculation Formula
CCR = Number of users at the beginning of the period - Number of users at the end of the period /

Your average churn rate will vary depending on your niche, competitors, and pricing strategy. You should constantly monitor your CCR to optimize your pricing strategy. Your CCR should not increase sporadically over a cambodia telegram database period of time. Make sure your new customer acquisitions exceed your churn rate to maintain a stable rate and keep your platform growing.


Average CCR by industry (Data provided by ProfitWell)
Customer Satisfaction
Now, onto the most basic of KPIs for your customer support team: customer satisfaction is the best metric for measuring the quality of service from individual support agents and your business as a whole. It's typically measured by customers rating their support chat and other experiences on a 1-5 star scale, with 5 being the best rating and 1 being the worst.

Moreover, you can also add a text box to allow your customers to express their genuine feelings about their experience. Your customers can give you great suggestions or just constructive criticism that will be the basis for your future growth.