4 Performance Metrics To Get Positive Feedbacks

Customer service is the foremost concern of businesses, and there is no scope for any business without happy customers. According to Microsoft, 96% of consumers consider customer service as an important characteristic in their choice of brand loyalty. This is a huge number that can’t be simply ignored. Furthermore, this is something that companies will certainly not leave off. Big brand owners invest a huge percentage of their money in nurturing customer relationships. According to Warren Buffet, “Never stop thinking about how to delight your customers. Not to satisfy your customer, but delight your customer”. This speaks volumes about how brand owners should pay attention to happy customers.

One of the quickest methods to understand the opinion of your customers on your products or services is customer feedback. You can obtain customer feedback through surveys or once a support service is complete. Businesses use key performance indicators (KPIs) to understand customer opinion. Furthermore, by leveraging the best CRM Software and Helpdesk ticketing system, businesses can analyze their performance and strategize their customer service strategy.

In this post, we will discuss the top 4 performance measurement methods that you should keep an eye on to get positive feedback from your customers.

1. Net Promoter Score

“How likely are you to recommend this product to your family and friends?”

Does this question sound familiar to you? This is one of the most common questions that you would come across when a sales rep or marketing agent takes a survey on their products or services.

This question is converted into performance metrics in the form of Net Promoter Score (NPS). According to Wikipedia, “Net Promoter or Net Promoter Score (NPS) is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague”.

NPS is crucial for the lifetime value of your business. Word of mouth is a powerful marketing tool and having a good reputation among your customers will certainly encourage them to recommend your product or service to their friends, family, and colleagues.

It is measured by subtracting the percentage of detractors from the percentage of promoters. Simply put, you are taking a survey from 100 customers of yours to gauge the NPS. If 20% are detractors and 60% are promoters from the respondents, then your Net Promoter Score is 40%.

You might wonder what is a good NPS score. According to the global NPS standard, any score above zero is considered good and further increase adds better value to your business.

2. Customer Satisfaction Score (CSAT)

“On the scale of 1-10, how would you rate our customer service?”

Doesn’t this question sound very familiar? This is one question that you often come across after leveraging the customer service from any company. This could be raised via text message, email, or a simple phone call.

CSAT is the most straightforward metric used to measure the performance of a service agent and the overall satisfaction rate of the customers. When your customers are happy, your business will bloom. This tool will help to understand the overall customer experience and their views on your product or service.

CSAT is the measurement of the degree to which the customers are satisfied. This can be related to your product, service, or total experience. This can be considered as a happiness metric to understand the degree of customer satisfaction with your product or service.

According to a study by American Express, 33% of customers would consider opting for another service right after poor customer service.

Customer Satisfaction Score (CSAT) is calculated by dividing the number of positive responses by the total number of responses and finally, multiplying the result by 100. Output? You get your CSAT percentage for your business.

CSAT can be calculated on a scale of 1-5 or 1-10 depending on the business strategy. Your business is on the right track if your CSAT score is between the satisfied and very satisfied value.

3. Customer Effort Score (CES)

“How easy was it for you to use our product?”

This is one of the most important questions that businesses raise to their customers to understand the difficulties that they come across while using your product or service. Businesses ensure to raise this question frequently to ask their customers about ease of use.

This particular performance metric doesn’t focus on gauging the satisfaction rate. Instead, it focuses on ease of interaction. By understanding their view on the user experience, businesses can get to know their customers better and alter their products according to their customer base.

According to Gartner, 89% of businesses are expected to compete mainly on customer experience and organization that concentrates more on customer experience have a better chance of winning loyal customers.

The Customer Effort Score (CES) is calculated by dividing the total of your CES scores by the total number of responses. The percentage of this value is the CES value of your business. With this, you can measure the CES percentage of your business.

A slight improvement in CES will have a great impact on the positivity towards your business. Along with improving satisfaction, businesses should be attentive to the ease of user experience.

4. Average Handle Time(AHT)

“What is the average time taken to handle a ticket?”

W. Average Handle Time (AHT) is very important in understanding the time taken to solve a customer query or issue.

This is also a metric that businesses consider while evaluating the performance of the support and service departments in their company.

Average Handle Time (AHT) is the average time taken by service agents to handle a customer transaction from the start to the finish. It includes all factors like the talk time, hold time, call initiation, and post-call tasks that include documentation and other scheduling tasks.

To measure the AHT of any support team, businesses add Total Talk Time (TTT) with Total Hold Time(THT) and divide it with the total number of calls. Sometimes, companies also add After Call Work (ACW) to calculate the Average Handle Time of a customer query.

Pro Tip – You can leverage automation tools to decrease the time customers spent on waiting, call forwarding, and redundant tasks. This is an excellent performance metrics example to get positive feedback.

How Apptivo Helps In Getting Positive Metrics?

Apptivo is an online CRM Platform that has exemplary CRM solutions to analyze the performance of your teams and receive positive feedback. When you use the best CRM software like Apptivo combined with its powerful ticketing system, you can easily document all your customer relations and use the help desk app to effortlessly resolve the customer tickets. Ticket prioritization and quick service delivery become the fundamental service of your business when you sign up for the Apptivo CRM system and help desk software. The Ticketing Software has the SLA feature that will help your service agents to prioritize the tickets and resolve them within the scheduled time. Furthermore, the dashboard facilities help to capture the performance of your teams and customer waiting time directly in real-time.

Frequently Asked Questions

• How to generate a report on the calls handled by your employees?
• How to track the agent performance in the Contact Center app?
• How to get SLA report with the count on auto-closed cases?