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11 Critical Customer Experience Metrics


Following are the crucial metrics that any business with a support team should be focussed on. We write below how those metrics are calculated and their inherent meaning for the business. We also suggest some ways how those metrics can be improved.





NPS or Customer Satisfaction (CSAT)


How is it calculated

NPS (Net Promoter Score) is calculated by subtracting the percentage of detractors (customers who gave a score of 0 to 6) from the percentage of promoters (customers who gave a score of 9 to 10). The resulting number can range from -100 to 100.


Meaning

NPS is a customer satisfaction metric that measures how likely customers are to recommend a company's products or services to others. It provides a snapshot of customer loyalty and helps companies understand the overall satisfaction of their customer base.


How to improve the metric

To improve NPS, companies should focus on providing excellent customer service, solving customer problems quickly and effectively, and addressing customer feedback in a timely manner. Companies can also conduct surveys to gather customer feedback and use this information to make improvements to their products, services, and processes. Improving product and service quality, personalizing customer experiences, and providing prompt and effective support are also critical to improving NPS.


Average Daily Ticket Count


How is it calculated

Average Daily Ticket Count is the total number of customer support tickets divided by the number of days or a specific time period.


Meaning

This metric measures the volume of customer support requests. It helps companies understand how many tickets are being received and how much work their support teams are handling.


How to improve the metric

To improve Average Ticket Count, companies can focus on reducing the number of tickets by automating routine tasks, improving product and service quality, and proactively addressing customer issues. They can also provide customers with self-service options, such as online knowledge bases and chatbots, to reduce the need for support tickets.


Tickets meeting SLA (Service Level Agreement):


How is it calculated

SLA is calculated by dividing the number of tickets resolved within the agreed-upon response time by the total number of tickets.


Meaning

SLA is a metric that measures how well a company is meeting its agreed-upon response times for customer support tickets. It helps to ensure that customers receive timely support and that support teams are meeting their commitments.


How to improve the metric

To improve SLA, companies can focus on reducing the time it takes to resolve customer support tickets, streamlining support processes, and providing adequate staffing levels to handle the volume of support tickets. They can also prioritize tickets based on urgency and allocate resources accordingly to ensure that SLAs are met.


Ticket Backlog:


How is it calculated

Ticket Backlog is the number of customer support tickets that have not yet been resolved.


Meaning

Ticket Backlog is a metric that measures the volume of customer support tickets that have not yet been addressed. It provides a snapshot of the work that still needs to be done by support teams.


How to improve the metric

To improve Ticket Backlog, companies can focus on reducing the volume of tickets, increasing staffing levels to handle the volume of tickets, and streamlining support processes to resolve tickets more quickly. They can also prioritize tickets based on urgency and allocate resources accordingly to ensure that tickets are resolved in a timely manner.


Service Rate


How is it calculated

Total no. of calls received divided by number of calls made to the call centre (which might include dropped calls because of reasons such as high waiting time, unavailability of agents etc)


Meaning

It measures how available your customer support team is for customer queries.


How to improve the metric

A meticulous planning and establishment of the right processes will ensure that you maintain high availability. It would require prediction of high volume times and accordingly planning man-power to serve the peaks of calls. Increasing self-serve and having solutions like chatbot would help the team further in attaining a good service rate


First Response Time:


How is it calculated

First Response Time is the time it takes for a customer support representative to respond to a customer's support ticket for the first time.


Meaning

First Response Time is a metric that measures how quickly customer support representatives respond to customer support tickets. It helps companies understand how responsive they are to customer needs and whether they are meeting customer expectations for timely support.


How to improve the metric

To improve First Response Time, companies can focus on reducing the volume of tickets, increasing staffing levels to handle the volume of tickets, and streamlining support processes to ensure that tickets are responded to quickly. They can also provide customers with self-service options, such as online knowledge bases and chatbots, to reduce the need for support tickets.


First Response Resolution Rate:


How is it calculated

First Response Resolution Rate is calculated by dividing the number of tickets resolved on the first response by the total number of tickets.


Meaning

First Response Resolution Rate is a metric that measures how often customer support tickets are resolved on the first response. It helps companies understand how effective their support teams are at resolving customer issues quickly and efficiently.


How to improve the metric

To improve First Response Resolution Rate, companies can focus on providing customer support representatives with the tools and resources they need to resolve customer issues on the first response. They can also focus on training and development for their support teams to improve their problem-solving skills and provide customers with self-service options to reduce the need for support tickets.


Average Response Time:


How is it calculated

Average Response Time is calculated by dividing the total response time for all customer support tickets by the number of tickets.


Meaning

Average Response Time is a metric that measures the amount of time it takes for a customer support representative to respond to a customer's support ticket. It helps companies understand how responsive they are to customer needs and whether they are meeting customer expectations for timely support.


How to improve the metric

To improve Average Response Time, companies can focus on reducing the volume of tickets, increasing staffing levels to handle the volume of tickets, and streamlining support processes to ensure that tickets are responded to quickly. They can also provide customers with self-service options, such as online knowledge bases and chatbots, to reduce the need for support tickets.


Number of Interactions per Ticket or Repeat Ratio


How is it calculated

Number of Interactions per Ticket is calculated by dividing the total number of interactions between customer support representatives and customers for all tickets by the number of tickets.


Meaning

Number of Interactions per Ticket is a metric that measures the number of times a customer support representative has to interact with a customer to resolve a support ticket. It helps companies understand the efficiency of their support processes and whether they are resolving customer issues quickly and effectively.


How to improve the metric

To improve Number of Interactions per Ticket, companies can focus on improving their support processes to resolve customer issues more efficiently, providing customer support representatives with the tools and resources they need to resolve customer issues quickly, and providing customers with self-service options to reduce the need for support tickets.


Average Ticket Handling Time (AHT) or Average Ticket Resolution Time (ART)


How is it calculated

Average Ticket Resolution Time is calculated by dividing the total resolution time for all customer support tickets by the number of tickets.


Meaning

Average Ticket Resolution Time is a metric that measures the amount of time it takes to resolve a customer support ticket. It helps companies understand the efficiency of their support processes and whether they are resolving customer issues quickly and effectively.


How to improve the metric

To improve Average Ticket Resolution Time, companies can focus on improving their support processes to resolve customer issues more efficiently, providing customer support representatives with the tools and resources they need to resolve customer issues quickly, and providing customers with self-service options to reduce the need for support tickets.



Contact Ratio


How is it calculated

Total no. of contacts made per unit of sales which could be orders shipped, tickets sold or services performed


Meaning

It denotes how reliable is your product or service. And what is the effort required to support your business from a support standpoint.


How to improve the metric

The onus lies with product or service teams to address the recurring issues by gather the right insights and acting upon them. Support teams should proactively share details about the areas that need improvement regularly by analyzing the support tickets.




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