Customer Services KPIs Template
Track and improve those all-important customer interactions
About this template
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This comprehensive set of KPIs is aimed at customer services departments and professionals tasked with tracking and improving levels of customer services, before, during and after purchases - across multiple service channels. Areas such as complaints, response statistics, satisfaction levels and responses efficiency are covered in this template. Each Customer Service orientated KPI has been provided by Customer Service professionals and offer a best practise approach to improving performance in this vital area of all businesses
Start a Trial with this templateKPIs in this Template:
Abandon Rate of Calls & Chats
The abandonment rate of both calls and Chats
Abandoned Calls
The number of abandoned calls this period
Abandoned Chats
The number of abandoned chats this period
Active Issues
The number of unresolved / open issues this period
Average call queue time
The average time a customer was held in a queue
Average Resolution time
The average Resolution time this period
Customer Complaints: Verbal
The total number of verbal customer complaints received
Customer Complaints: Written
The total number of written customer complaints received
Customer Retention Rate
The customer retention rate
Customer Satisfaction Score
Customer Satisfaction score 0 - 100%
First call resolution
The total number of issues resolved on the first call
First Response Time
The average First Response time
Overdue Service Requests
The percentage of overdue service requests or queries
Percentage of calls transferred
The percentage of calls transferred
Positive feedback
The total number of positive feedback across all channels
Resolved issues
The total number of resolved issues
Satisfaction Surveys
The number of customers or clients given a satisfaction survey
Satisfied Customers
The percentage of satisfied customers this period
Service Desk Costs
The operating costs of the service desk
Total Calls
The total number of customer service inbound calls
Total Chats
The total number of customer service chats
Training Investment per Employee
The average cost of traing investment per employee
Warranty Claims
The number of warranty claims this period