Customer Service Metrics Covered in This Free Excel Template:
Customer Satisfaction Score (CSAT)
Customer Acquisition Cost (CAC)
Customer Lifetime Value (CLV)
CAC-to-CLV
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Retention Rate
Revenue Churn
First Contact Resolution
Average Ticket Time
What makes customer service metrics crucial?
At Nexorank We believe that our customers should be the main focus of everything, including the creation of new business. When word-of-mouth from friends and colleagues grows to become a bigger aspect of business growth firms must create a base of customers who view dedication to service as the norm and not an exception.
Customer service metrics such as Net Promor Score (NPS) as well as CSAT, Customer Satisfaction Score (CSAT), and Revenue Churn can be crucial metrics to monitor regularly and show how satisfied your customers are, and how it affects profits.
This workbook lets you easily calculate and track ten essential KPIs and metrics for customer service all in one place without having to worry about doing a double-check or scouring the web for the best formula. This workbook is free and is available to use immediately for your business.
Customer Service Metrics Calculator
A Customer Service Metrics Calculator measures key performance indicators (KPIs) to assess the efficiency and effectiveness of customer support. Common metrics include First Response Time (FRT), Resolution Time, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Ticket Volume, First Contact Resolution (FCR), Average Handle Time (AHT), Escalation Rate, Customer Retention Rate, and Service Level Agreement (SLA) Compliance. These metrics provide insights into response speed, issue resolution, customer satisfaction, loyalty, support efficiency, and overall service quality. Regularly tracking and analyzing these metrics helps businesses enhance their customer service performance.
