8 of the Most Important KPIs in Customer Service  

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most important kpis in customer service

In the fast-paced world of customer service, businesses must have a clear understanding of their performance and the level of customer satisfaction they are delivering. Key Performance Indicators (KPIs) provide valuable insights into the effectiveness and efficiency of customer service operations.

By tracking the right KPIs, businesses can identify areas for improvement, measure their success, and make data-driven decisions. In this article, we will explore the most important KPIs in customer service and how they can help businesses thrive.

Why Should I Track KPIs in Customer Service?

Tracking KPIs in customer service is essential for several reasons. Firstly, it allows businesses to monitor and evaluate their performance against specific goals and benchmarks. By setting realistic targets for KPIs, organizations can measure their progress and identify areas that require attention.  

Secondly, tracking KPIs enables businesses to identify trends and patterns in customer behavior and preferences, allowing them to make informed decisions and adapt their strategies accordingly. Finally, KPIs provide a quantitative way to assess the effectiveness of customer service initiatives, enabling businesses to allocate resources effectively and improve overall customer satisfaction.

Most Important KPIs in Customer Service

Cost Per Resolution

Cost per resolution measures the average cost incurred to resolve a customer issue or inquiry. This KPI helps businesses evaluate the efficiency of their customer service processes and identify opportunities to reduce costs while maintaining high-quality service.

Number of Tickets and Number of Resolved Tickets

These two KPIs go hand in hand and provide insights into the volume of customer inquiries and the team’s ability to handle and resolve them. Tracking the number of tickets received and resolved allows businesses to evaluate workload distribution, identify potential bottlenecks, and ensure timely resolution.

First Response Time

First response time measures the average time taken by customer service agents to respond to customer inquiries or issues. A quick initial response is crucial for customer satisfaction and can significantly impact the overall customer experience. By monitoring first response time, businesses can identify opportunities to improve response efficiency and reduce customer wait times.

Average Resolution Time

Average resolution time measures the average time it takes to resolve a customer inquiry or issue from the moment it is received. This KPI helps businesses gauge their efficiency in resolving customer problems and provides insights into the effectiveness of their customer service workflows. Reducing the average resolution time can lead to higher customer satisfaction and improved operational efficiency.

Escalation Rate

The escalation rate measures the percentage of customer inquiries or issues that need to be escalated to higher-level support or management. A high escalation rate may indicate a lack of expertise or empowerment among frontline customer service agents. By tracking this KPI, businesses can identify training needs, improve agent skills, and reduce the need for escalations, leading to more efficient and satisfactory issue resolution.

Customer Satisfaction Score

Customer satisfaction score (CSAT) is a metric that quantifies the level of satisfaction customers have with the service they received. It is typically measured through post-interaction surveys or feedback forms. By tracking CSAT, businesses can gauge customer sentiment, identify areas of improvement, and measure the effectiveness of their customer service efforts.

Customer Retention Rate

The customer retention rate measures the percentage of customers who continue to do business with the company over a specific period. This KPI reflects the loyalty and satisfaction of customers with the overall service experience. By monitoring customer retention rates, businesses can identify areas where customer satisfaction is lacking and implement strategies to improve customer loyalty and reduce churn.

Net Promoter Score

Net Promoter Score (NPS) measures the likelihood of customers recommending the company’s products or services to others. It provides insights into customer loyalty and advocacy. By tracking NPS, businesses can evaluate the impact of their customer service on customer loyalty and identify opportunities to turn customers into brand advocates.


In conclusion, tracking the right KPIs in customer service is crucial for businesses that strive to deliver exceptional service and maintain high levels of customer satisfaction. By monitoring and analyzing KPIs such as cost per resolution, number of tickets and resolved tickets, first response time, average resolution time, average handle time, escalation rate, customer retention rate, customer satisfaction score, and net promoter score, businesses can gain valuable insights into their performance, identify areas for improvement, and make data-driven decisions to enhance their customer service operations. Remember, the most important KPIs are the ones that align with your business goals and help you measure the success of your customer service initiatives. 

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