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If you’re tired of losing customers and missing out on business opportunities, the secret is to boost your customer service KPIs.
As a business owner, you probably strive to improve customer satisfaction and loyalty.
But how do you track the success of your customer service efforts?
That’s where customer service KPIs come in.
Key Performance Indicators (KPIs) are measurable values that help you track your progress and achieve your goals.
Customer service KPIs are specific metrics you can use to assess the effectiveness of your customer service team.
Some common and popular customer service KPIs include response time, first call resolution, customer satisfaction rating, and Net Promoter Score (NPS).
Setting targets for these KPIs and tracking them regularly ensures that your customer service team delivers a positive experience.
But it’s not just about hitting targets.
Yes, you read that right.
It’s about using customer service KPIs to drive continuous improvements. Using customer service KPIs effectively can build customer loyalty, increase revenue, etc.
In this blog, we’ll cover the following:
Customer service is the assistance and support you provide to customers before, during, and after a purchase.
It involves all interactions between you and a customer. Yes, from answering inquiries and resolving issues to offering guidance and building relationships.
It’s critical to your success because it directly affects customer satisfaction, loyalty, and retention.
Customer service KPIs are metrics you can use to measure your customer service efforts.
And these KPIs can include:
By setting targets for these KPIs and monitoring them regularly, you can offer high-quality customer service and meet the needs.
Effective customer service involves meeting and exceeding customer expectations. And it requires you to listen to your customers, understand their needs, and tailor your approach.
By providing exceptional customer service, you can build strong relationships and gain a competitive advantage in your industry.
If you’re looking to measure the effectiveness of your customer service efforts, look no further than customer service KPIs.
Below is the list of top customer service KPIs modern professionals need to know.
Let’s dive in.
The CSAT score is a straightforward measure of customer satisfaction.
The customer service KPI measures sentiment towards your brand. To measure CSAT, you’ll ask a simple question:
“On a scale of 1-5, how satisfied are you with your recent purchase/support interaction/service?”
Review responses with low scores to analyze weaknesses and take action.
Meeting needs is essential for good customer service.
CES measures how much effort your customer puts into solving a need or crisis. And it depends on factors like time spent, total back-and-forth interactions, and the number of times a person has to reach out.
NPS measures loyalty and the probability that someone will recommend your brand to others.
The customer service KPI looks at overall, long-term brand perception. You can measure the metric by asking a simple question:
“On a scale of 1-10, how likely are you to recommend our brand to a friend/colleague?”
NPS can indicate your business’s growth potential because peer recommendations carry so much weight in the current society.
In this section, we’ll show you how to measure customer service using data visualization.
We’ll use the following customer service KPIs-oriented charts:
Use a Likert Scale Chart to track customer service KPIs. And this is because it can help you to measure the level of agreement or disagreement with a question.
The chart’s scale ranges from one end, typically labeled— “Strongly Disagree,” to the other end, labeled— “Strongly Agree.” And it allows you to ask your respondents to rate their level of agreement with a question by selecting an option corresponding to their true feelings and beliefs.
In the context of customer service KPIs, the survey-based chart can help you to measure various aspects of customer satisfaction, like how satisfied they were with a recent purchase.
By analyzing the responses using the Likert Scale Chart, you can identify trends and make data-driven decisions.
Use a CSAT Score Survey Chart to measure customer satisfaction with your brand.
CSAT stands for Customer Satisfaction Score. And it’s a crucial customer service KPI you can use to evaluate your target audience’s experiences and opinions.
The CSAT Score Survey Chart consists of a simple question asking your customers to rate their satisfaction on a scale of 1-5 or 1-10.
Tally the overall results using a tool to generate an overall CSAT score. This score is a valuable metric because it can help you to understand how well you’re meeting expectations and needs.
The chart provides you with a visual representation of your customers’ satisfaction over time.
By tracking the CSAT scores, you can determine whether your customer service efforts are working or not.
The score can help you make data-driven decisions to improve customer service by taking actions like training your staff, etc.
Check out the sample survey data below.
Can you provide reliable insights into the survey data below?
| Questions | Ratings | Responses |
| How likely are you to recommend this product to a friend or colleague? | 0 | 160 |
| How likely are you to recommend this product to a friend or colleague? | 1 | 199 |
| How likely are you to recommend this product to a friend or colleague? | 2 | 147 |
| How likely are you to recommend this product to a friend or colleague? | 3 | 120 |
| How likely are you to recommend this product to a friend or colleague? | 4 | 181 |
| How likely are you to recommend this product to a friend or colleague? | 5 | 180 |
| How likely are you to recommend this product to a friend or colleague? | 6 | 163 |
| How likely are you to recommend this product to a friend or colleague? | 7 | 543 |
| How likely are you to recommend this product to a friend or colleague? | 8 | 595 |
| How likely are you to recommend this product to a friend or colleague? | 9 | 978 |
| How likely are you to recommend this product to a friend or colleague? | 10 | 992 |
Notice the difference after visualizing the raw survey data above.
Excel is a useful tool for organizing data into tables.
However, it can be challenging to make sense of your survey responses in tabular form.
This is where ChartExpo comes in.
ChartExpo is a third-party add-in that can help you access survey-based charts without leaving your Excel for other pricey charting tools.
One of the best features of ChartExpo is its survey-oriented charts like Likert Scale Charts and CSAT Score Bar.
These easy-to-read and interpret charts help you understand customer satisfaction levels in-depth.
Using ChartExpo can help you to find hidden insights into your survey responses faster and easily.
Moreover, ChartExpo ensures your data is secure. All the data stays within your Excel spreadsheet, and you don’t need to worry about a breach of privacy.
ChartExpo also offers a 7-day free trial, giving you a golden opportunity to try out the software and see how it works.
After a trial, it’s only a $10 monthly fee, making it an affordable option for businesses of all sizes.
How to Install ChartExpo in Excel?
ChartExpo charts and graphs are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.
In the coming section, we’ll use ChartExpo, and sample data to show you how to unlock success using customer service KPIs that drive growth.
Let’s imagine you operate a store.
You’ve created a survey form to gather customer feedback on your key product. In other words, you’ve created customer service survey questions to gather feedback.
Let’s assume you used the questions below.
Let’s further assume you gathered the survey data below.
| How satisfied are you with the reliability of the product? | How satisfied are you with the price of the product? | How satisfied are you with the customer service provided by the company? | How satisfied are you with the packaging of the product? |
| Extremely Dissatisfied | Extremely Satisfied | Dissatisfied | Extremely Satisfied |
| Satisfied | Neutral | Extremely Satisfied | Neutral |
| Dissatisfied | Extremely Satisfied | Neutral | Neutral |
| Extremely Satisfied | Extremely Satisfied | Extremely Satisfied | Extremely Dissatisfied |
| Neutral | Extremely Dissatisfied | Neutral | Neutral |
| Extremely Satisfied | Extremely Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Satisfied | Satisfied |
| Satisfied | Satisfied | Neutral | Satisfied |
| Satisfied | Satisfied | Satisfied | Satisfied |
| Neutral | Neutral | Extremely Satisfied | Dissatisfied |
| Satisfied | Extremely Satisfied | Extremely Satisfied | Extremely Satisfied |
| Satisfied | Satisfied | Satisfied | Extremely Satisfied |
| Satisfied | Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Neutral | Dissatisfied |
| Satisfied | Extremely Satisfied | Extremely Dissatisfied | Extremely Satisfied |
| Neutral | Satisfied | Satisfied | Satisfied |
| Satisfied | Extremely Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Extremely Satisfied | Satisfied |
| Satisfied | Satisfied | Neutral | Satisfied |
| Satisfied | Dissatisfied | Dissatisfied | Neutral |
In the coming section, we’ll show you how to use ChartExpo in your Excel to visualize the sample data.
You don’t want to miss this.
Customer service KPIs are metrics you can use to measure and track the performance of customer service teams and their ability to meet needs and expectations.
These KPIs include measures of customer satisfaction, efficiency, responsiveness, etc.
The top 5 customer service KPIs include:
These KPIs provide measurable data on the quality of customer service your business provides.
In conclusion, customer service KPIs are essential for measuring the success of your business’s customer service efforts.
By tracking metrics like CSAT, CES, and NPS, you can gain valuable insights into your customers’ satisfaction, loyalty, overall experience, etc.
However, displaying actionable insights into this data in a visually appealing way can be a challenge.
This is where ChartExpo comes in.
ChartExpo is a third-party add-in you can install in your Excel that offers survey-oriented charts such as the CSAT Score Bar and Likert Scale Charts.
Its library of easy-to-read visualizations can help you identify hidden patterns and trends in your customer service data.
Additionally, ChartExpo offers a 7-day free trial and a $10 monthly fee.
This makes it an affordable solution for businesses of all sizes.
Overall, understanding and tracking customer service KPIs is crucial if your goal is to deliver exceptional customer service.
By using tools like ChartExpo, you can effectively analyze and display actionable insights into your survey data.
Why not give it a try?
Sign up for a free trial today and start visualizing your survey data in a whole new way.
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