Customer Service KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Customer Service Performance

Customer Service

What are Customer Service KPIs?

Customer Service metrics and Key Performance Indicators (KPIs) are designed to paint a data-driven picture of the overall customer experience. The full picture should include KPIs related to customer interactions during the sales, onboarding and post-sale phases. In addition to monitoring overall customer satisfaction KPIs (OSAT, NPS), high performing customer service organizations also measure leading metrics like First Call Resolution, SLA adherence and average ticket resolution time.

Using KPIs to Manage Customer Experience from End-to-End

Most companies perform regular customer satisfaction surveys to continuously gauge overall satisfaction levels. While overall satisfaction, or OSAT, is a vital metric, best-in-class customer service organizations proactively monitor many other metrics that have been found to drive overall customer experience. To determine what makes their customers tick, companies deploy tools like voice of the customer or customer persona development to ensure they are monitoring KPIs that align with the values and expectations of their customer base.

KPI's & Data 

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Customer Service Benchmarking Report

This 51-page benchmarking report includes benchmarking data for 19 Customer Service Department performance metrics, or KPIs, including Average Speed of Answer, On-time Customer Order Deliver...

Type : Benchmarking Report Bundle

KPI's & Data 

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On-time Customer Order Delivery Rate

The total number of shipments received by customers on or before the committed ship or delivery date divided by the total number of shipments made over the same period of time, as a percenta...

KPI Type : Service

Formula : Number of Shipments Received by Customers On Time / Total Number of Shipments Made) * 100

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The Top 5 KPIs to Measure the Customer Journey

Customer service interactions may occur remotely (i.e., in a customer call center, via email, or through a web-based portal), or in the field (i.e., face-to-face interactions). Understanding where and how customer touchpoints occur, and how those tie into the overall customer journey, is important when selecting your KPIs. These 5 KPIs can be applied to most customer service organizations:

  1. 1.Customer Satisfaction Score (and/or, Net Promoter Score)
  2. 2.Customer Retention Rate
  3. 3.Average Issue Response Time
  4. 4.Percentage of Issues Resolved within SLA
  5. 5.First Contact Resolution Rate

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KPI's & Data 

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Customer Service Benchmarking Report

This 51-page benchmarking report includes benchmarking data for 19 Customer Service Department performance metrics, or KPIs, including Average Speed of Answer, On-time Customer Order Deliver...

Type : Benchmarking Report Bundle

KPI's & Data 

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On-time Customer Order Delivery Rate

The total number of shipments received by customers on or before the committed ship or delivery date divided by the total number of shipments made over the same period of time, as a percenta...

KPI Type : Service

Formula : Number of Shipments Received by Customers On Time / Total Number of Shipments Made) * 100

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Talk Time as a Percentage of Total Handle Time

The amount of time spent talking to customers (not including hold time or after-call work) divided by the total amount of time representatives spent handling customer calls over the same per...

KPI Type : Quality

Formula : (Number of Seconds Representatives Spend Engaged with Caller / Total Amount of Time Spent Handling Customer Calls) * 100

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KPI's & Data 

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Hold Time as a Percentage of Total Handle Time

The amount of time that customers wait on hold divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Number of Seconds Customers Spend on Hold / Total Amount of Time Spent Handling Customer Calls) * 100

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KPI's & Data 

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After-Call Work as a Percentage of Total Handle Time

The amount of time spent on after call work (wrap time) divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Number of Seconds Spent on After-Call Work / Total Amount of Time Spent Handling Customer Calls) * 100

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KPI's & Data 

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Percentage of Customer Orders with Correct Documentation

The total number of orders received by customers that contain accurate documentation (invoice, ASN, packing slip, etc.) divided by the total number of orders received by customers over the s...

KPI Type : Service

Formula : (Number of Orders Sent to Customers with Correct Documentation / Total Number of Orders Sent to Customers) * 100

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Undamaged Customer Order Rate

The total number of customer orders that are shipped in good condition divided by the total number of customer orders shipped over the same period of time, as a percentage.

KPI Type : Service

Formula : (Number of Customer Orders Shipped in Good Condition / Total Number of Customer Orders Shipped) * 100

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KPI's & Data 

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Perfect Customer Order Rate

A composite score calculated by multiplying average on-time delivery rate, complete shipment rate, undamaged shipment rate and correct documentation rate for a certain period of time or grou...

KPI Type : Service

Formula : On-Time Customer Order Delivery Rate * Complete Customer Order Rate * Undamaged Customer Order Rate * Percentage of Customer Orders with Correct Documentation

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KPI's & Data 

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Order Shipment Cycle Time

The number of hours required to process a customer order, from the time when the order is placed until the time the order is shipped by the supplier.

KPI Type : Service

Formula : Sum of Time to Ship Customer Orders / Total Number of Customer Orders Shipped

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Service Level (Speed of Answer)

The number of calls answered by Call Center representatives within the pre-defined speed of answer window (e.g., 80/20 service level equates to 80% of calls answered within 20 seconds) divid...

KPI Type : Service

Formula : (Number of Calls Answered in Defined Speed of Answer Window / Total Number of Calls Answered by Representatives) *100

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KPI's & Data 

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Support Tickets Opened per Employee

The total number of employee desktop support tickets opened divided by the number of employees responsible for processing and resolving support tickets over the same period of time.

KPI Type : Productivity

Formula : Total Number of IT Support Tickets Opened / Total Number of IT Support Employees

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KPI's & Data 

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First Call Resolution Rate

The number of inbound calls that are resolved by call center representatives on the first contact without the need for transfer or subsequent contacts as a percentage of the total number of...

KPI Type : Service

Formula : (Number of Calls that are Resolved on First Contact / Total Number of Calls Handled) * 100

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KPI's & Data 

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Cost per Call

The total expense incurred by a call center (labor and other overhead) divided by the total number of calls handled (inbound and outbound) by call center representatives over the same period...

KPI Type : Cost

Formula : (Total Expense Incurred by Call Center / Total Number of Calls Handled)

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KPI's & Data 

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Percentage of Sales Lost Due to Supply Issues

The total dollar value of sales lost due to the supplier being out of stock divided by the total dollar value of customer sales over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Dollar Amount of Sales Lost Due to Supply Issues / Total Dollar Value of Sales) * 100

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Customer Backorder Rate

The total number of customer orders delayed (backordered) due to the company being out of stock divided by the total number of customer orders placed over the same period of time, as a perce...

KPI Type : Service

Formula : (Number of Customer Orders Delayed due to Backorder / Total Number of Customer Orders Placed) * 100

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Percentage of Backorder Lines

The total number of customer order lines delayed in a shipment due to the company being out of stock divided by the total number of order lines processed over the same period of time, as a p...

KPI Type : Service

Formula : (Number of Order Lines Delayed in Shipment / Total Number of Order Lines Processed) * 100

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Percentage of Backorder Dollars

The total dollar value of orders delayed in shipment due to the company being out of stock divided by the total dollar value of orders placed over the same period of time, as a percentage.

KPI Type : Service

Formula : (Dollar Value of Orders Delayed in Shipment / Total Dollar Value of Orders Placed) * 100

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Customer Order Line Item Fill Rate

The total number of order lines filled completely as requested by the customer divided by the total number of customer order lines filled over the same period of time, as a percentage.

KPI Type : Service

Formula : (Number of Customer Order Lines Filled Completely / Total Number of Customer Order Lines Shipped) * 100

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Customer Order Fill Rate

The total number of customer orders that are shipped with all agreed upon lines/units divided by the total number of customer orders shipped over the same period of time, as a percentage.

KPI Type : Service

Formula : (Number of Customer Orders Filled Completely / Total Number of Customer Orders Shipped) * 100

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KPI's & Data 

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Average Speed of Answer (ASA)

The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. This number includes the time required to initially answer the call (i.e., s...

KPI Type : Service

Formula : (Number of Seconds Customer Waits for Representative to Answer / Total Number of Calls Handled)

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KPI's & Data 

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Average Hold Time

The average number of seconds that a customer is forced to wait on hold during the course of a single call, as well as between transfers, over a certain period of time. This number does not...

KPI Type : Service

Formula : (Number of Seconds Customers Spend on Hold / Total Number of Calls Handled)

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Average Handle Time: After-Call Work

The average number of seconds required to perform after-call work after a single call is completed over a certain period of time. After-call work, or wrap time, includes any time required af...

KPI Type : Productivity

Formula : (Number of Seconds Spent on After-Call Work / Total Number of Calls Handled)

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KPI's & Data 

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Average Handle Time (AHT)

The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.

KPI Type : Productivity

Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)

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Abandonment Rate

The number of callers who hang up before speaking to a Call Center representative (does not include calls resolved within IVR/VRU system) divided by the total number of incoming calls over t...

KPI Type : Service

Formula : (Number of Calls Where Caller Hangs Up Before Speaking to a Representative/ Total Number of Inbound Calls Offered) * 100

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KPI's & Data 

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IVR/VRU Containment Rate

The number of incoming calls that are handled completely by the IVR/VRU system without assistance from a live representative divided by the total number of incoming calls over the same perio...

KPI Type : Quality

Formula : (Number of Calls Resolved within IVR or VRU System / Total Number of Inbound Calls) * 100

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KPI's & Data 

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Mean Time To Repair

The average amount of time (measured in hours) required to repair a system or application to full functionality following a failure (i.e., a service interruption), measured from the time th...

KPI Type : Service

Formula : Sum Of Time To Repair For All Systems / Number Of Repairs Completed During Examination Period Across All Systems

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KPI's & Data 

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Customer Service KPI Encyclopedia

This document defines over 100 Customer Service Department KPIs, including metric definitions for Account Management, Customer Incentives & Rewards, Technical & Product Support and more. The...

Type : KPI Encyclopedia

KPI's & Data 

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Total Volume: Customer Issue Backlog

The total number of customer issues, or tickets, in the customer support backlog at a certain point in time.

KPI Type : Service

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Number of Customer Onboarding Information Requirements

The total number of pieces of information (name, email, job title, credit card number, etc.) required to fully onboard a new customer.

KPI Type : Quality

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Number of Customer Onboarding Touch Points

The number of times customers are contacted during the account onboarding process. Each contact counts as one 'touch.'

KPI Type : Service

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