Key Performance Indicators (KPIs) That Enhance Customer Service

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Today's topic is about KEY PERFORMANCE INDICATORS that show how effective service to a brand's customers' is.

There are yardsticks for measuring one thing or the other.

Let's ake some examples;

*To check if a student is doing well ACADEMICALLY, you look at the grades.

*To check if a person's CAREER is progressing,you look at promotions,salary growth etc.

*To know if a person's MENTAL HEALTH is okay,you check for signs of anxiety/depression,stress levels etc.

*To know if a person has MEANINGFUL RELATIONSHIPS ,you check for communication openness,quality time spent with loved ones, etc.

*To know if a person is PRODUCTIVE,you check their time management,goals achieved etc.

Those yardsticks can also be called KEY PERFORMANCE INDICATORS (KPIs)

KPIs are measurable values that demonstrate how effectively an organization, team, or individual is achieving its goals and objectives through quantitative and quantifiable basis of evaluation.

KPIs highlight areas for improvement and allows organisations or businesses to track their progress over time.

Customer Service is also not left out in the pursuit for progress and better experiences for customers.

There are metrics that guide how customers should be served and the impact on how they feel after each interaction.

Below are 5 Customer Service KPIs if utilized and monitored judiciously can serve to build trust, encourage referrals, improve brand visibility, boost sales and ultimately impact positively on a company's profits.

Lets examine them:

?? CUSTOMER SATISFACTION (CSAT):Measures customer happiness with the service or product provided.

?? NET PROMOTER SCORE(NPS): Measures customer loyalty and likelihood to recommend to friends and family.

?? AVERAGE RESPONSE TIME (ART): Measures the time taken to respond to customer inquiries.

?? CUSTOMER RETENTION RATE:(CRR): Measures the percentage of customers retained over a period

?? CUSTOMER EFFORT SCORE (CES): Measures how easy it is for customers to get their issues resolved.

By keeping track and improving on the above KPIs, businesses /organisations can further enhance customer service, increase customer satisfaction, loyalty, and drive business growth.

Whatever KPIs you decide to utilize as an organisation they must be SMART (Specific, Measurable, Achievable,Reliable and Time Specific) and can be achieved with the aid of AI and deployed technology to ensure efficacy.

Remember,

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Till my next newsletter,

Yours Truly

Kemmy.

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PS:New to Customer Service and would like to know the basics? Grab a copy of ' "Customer Service In Perspective" at the discounted price ????

https://selar.co/customerservice

PSS :Need to train your Customer Service team or your employees to serve your customers better?Send a DM or email [email protected]