customer service guidelines

How to Measure Customer Service Performance?

To ensure continuous improvement, businesses should measure customer service performance using metrics such as:
Customer Satisfaction Score (CSAT): Measures customer satisfaction with a specific interaction.
Net Promoter Score (NPS): Gauges overall customer loyalty by asking how likely they are to recommend the business.
First Response Time (FRT): Tracks how quickly customer service reps respond to inquiries.
Resolution Time: Measures the time taken to resolve customer issues.

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