Customer Service KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Customer Service Performance

Customer Service

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KPI's & Data 

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Rewards Break Rate

The dollar value of accrued rewards that are not redeemed by members of the customer incentives program divided by the total dollar value of accrued rewards available to be redeemed over the...

KPI Type : Quality

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Average First Response Time: All Contact Channels

The average number of minutes required for customer service representatives to reply to a customer support ticket over a certain period of time.

KPI Type : Service

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Average First Response Time: Email

The average number of minutes required for customer service representatives to reply to a customer support ticket submitted via email over a certain period of time.

KPI Type : Service

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Average First Response Time: Phone

The average number of minutes required for customer service representatives to reply to a customer support ticket submitted via phone over a certain period of time.

KPI Type : Service

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Average First Response Time: Live Chat

The average number of minutes required for customer service representatives to reply to a customer support ticket submitted via live chat over a certain period of time.

KPI Type : Service

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Average First Response Time: Contact Form

The average number of minutes required for customer service representatives to reply to a customer support ticket submitted via a website contact form over a certain period of time.

KPI Type : Service

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Average First Response Time: Social Media

The average number of minutes required for customer service representatives to reply to a customer support ticket submitted through social media over a certain period of time.

KPI Type : Service

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Average Time Between Responses

The average number of minutes elapsed between customer contacts during the issue resolution process. This is especially measured during instances where customers are not placed on hold durin...

KPI Type : Service

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Warranty Claims as a Percentage of COGS

The dollar amount spent fulfilling warranty claims divided by the total cost of goods sold (COGS) over the same period of time, as a percentage.

KPI Type : Cost

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Warranty Cost as a Percentage of Total Revenue

The dollar amount spent fulfilling warranty claims divided by the total revenue generated by the company over the same period of time, as a percentage.

KPI Type : Cost

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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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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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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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Percentage of Process-Related Order Errors

The number of customer order processing errors attributed to flaws within order fulfillment processes (e.g., erroneous information or documentation is asked for, not enough information is pr...

KPI Type : Quality

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Percentage of Human-Related Order Errors

The number of customer order processing errors attributed to representative mistakes (i.e., human errors) divided by the total number of order processing errors detected over the same period...

KPI Type : Quality

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KPI's & Data 

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Total Expense: Customer Service Training

The total training-related expense incurred by the Customer Service Department over a given period of time. Training-related expenses include labor, benefits, occupancy, and technology costs...

KPI Type : Cost

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Active Customer Ticket by Type

A breakdown of the number of active customer service requests, or tickets, by request reason (e.g., account closure, address change, technical issue, etc.).

KPI Type : Volume

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Unit Cost: Customer Return

The total cost of processing customer returns divided by the total number of customer returns processed over a certain period of time.

KPI Type : Cost

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Span of Control: Customer Service

The average number of Customer Service employees reporting to each manager working within the Customer Service Department.

KPI Type : Organizational

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Management Levels: Customer Service

The total number of management levels, or layers, in the Customer Service Department.

KPI Type : Organizational

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Organizational Structure: Customer Service

A yes/no metric indicating whether the Customer Service function is centralized (all employees in a single location) or decentralized.

KPI Type : Organizational

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Expense per Customer Service Employee

The total expense incurred by the company divided by the number of employees working within the Customer Service Department.

KPI Type : Cost

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Customer Service Expense as a Percentage of Total Expense

The expense incurred through the Customer Service Department divided by the total expense incurred by the company over the same period of time, as a percentage.

KPI Type : Cost

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Customer Service Staffing Ratio

The number of company-wide employees divided by the total number of Customer Service employees working for the company at the same point in time, expressed as a ratio (e.g., total employees...

KPI Type : Organizational

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KPI's & Data 

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Returns Processed per Returns Processing Employee

The total amount of customer returns processed over a certain period of time divided by the number of employees working within the Returns & Warranty function.

KPI Type : Productivity

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Total Employees: Account Management

The total number of employees working within the Account Management function. Employee headcount may be segmented by location, product or team.

KPI Type : Organizational

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Total Expense: Account Management

The total expense incurred by the Account Management function over a certain period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

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Account Management Employees as a Percentage of Total Customer Services Employees

The number of employees working within the Account Management function divided by the total number of customer service employees working for the company, as a percentage.

KPI Type : Organizational

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KPI's & Data 

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Total Employees: Technical & Product Support

The total number of employees working within the Technical & Product Support function. Employee headcount may be segmented by location, product or team.

KPI Type : Organizational

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KPI's & Data 

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Total Expense: Technical & Product Support

The total expense incurred by the Technical & Product Support function over a certain period of time. Total expense includes labor, benefits, occupancy, and technology costs.

KPI Type : Cost

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