Top KPIs for Head of Customer Service
1.Customer Satisfaction Score (CSAT): Direct feedback from customers on their service experience.
2.Net Promoter Score (NPS): Measures customer loyalty and the likelihood of recommending the company to others.
3.First Contact Resolution (FCR): The percentage of customer inquiries resolved on the first interaction.
4.Average Handling Time (AHT): The average time spent handling customer inquiries, affecting efficiency and customer satisfaction.
5.Customer Retention Rate: The percentage of customers who remain with the company over a given period.
6.Customer Service Cost per Contact: The cost associated with each customer service interaction.
7.Customer Complaint Rate: The rate of customer complaints in relation to total customer interactions.
8.Service Level Agreement (SLA) Compliance Rate: The percentage of service requests meeting agreed-upon response times.
9.Employee Satisfaction in Customer Service: Employee satisfaction within the customer service department, impacting service quality.
10.Omnichannel Support Effectiveness: The efficiency and consistency of customer service across multiple channels (phone, email, chat, etc.).