If you run a business, how are you measuring success? How do you know how your business is performing? Are you improving, or falling behind?
If you haven’t assigned Key Performance Indicators (KPIs), you’re driving your business like a car without a dashboard.
For instance, how do you measure the effectiveness and efficiency of your customer support and implementation teams? Here are some examples:
- First Response Time (FRT): This measures the time it takes for a support team member to respond to a customer query or issue after it has been raised. A low FRT indicates a prompt and efficient response to customer needs.
- Resolution Time (RT): This measures the time it takes for a support team to resolve a customer issue or query. A low RT indicates an efficient support process and helps to ensure high customer satisfaction.
- Customer Satisfaction (CSAT) Score: This is a metric that measures how satisfied customers are with the support they receive. It can be measured through surveys or feedback forms and can help identify areas for improvement.
- Net Promoter Score (NPS): This measures the likelihood of customers recommending the software to others. This is a good indicator of customer loyalty and satisfaction.
- Ticket Volume: This measures the number of support requests or tickets that the team receives over a given period. A high ticket volume may indicate an issue with the software that needs to be addressed.
- Ticket Escalation Rate: This measures the percentage of tickets that are escalated to a higher level of support or to a different team. A high escalation rate may indicate a need for additional training or resources for the support team.
- Average Handle Time (AHT): This measures the amount of time it takes for a support team member to resolve a customer issue or query. A low AHT indicates an efficient support process.
By tracking these KPIs, a customer support and implementation team can identify areas for improvement and make changes to improve customer satisfaction and retention. These are just a sample of KPIs for one company operation. What are you doing to judge the performance of your operational teams?
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