Do you know, if a customer is not satisfied, 13% of them will tell 15 or even more people that they are unhappy? (Source: Esteban Kolsky). And the importance of measuring customer satisfaction lies in the fact that 72% of customers will share a positive experience with 6 or more people (Source: Esteban Kolsky). Therefore this post comes as a complete guide to customer satisfaction.
What Is Customer Satisfaction Rating (CSAT)?
It is a rating that is given by measuring customer’s satisfaction with an organization. It is measured by asking questions about the customer's experience, which is rated on a scale of 1-3, 1-5, or 1-10. A CSAT rating can be increased by a number of methods one of them is by implementing important ticket metrics.
Let Us Discuss the Essential Customer Service KPI Metrics:
Keep Track Of The Ticket Volume
The number/volume of incoming tickets should be kept track of to get an idea of how many tickets can be solved by your team in a day/week/month. To measure the smooth functioning of the tickets let us walk through the following point.
Number of Tickets solved:
Customer service teams set off some daily targets for the agents to manage the barriers and start their journey toward goal fulfilment and to ensure the good working of the system.
Comparing the target tickets to the solved tickets are used to measure the performance of agents and team as a whole.
This comparison helps in increasing efficiency of agents, teams and the organizations.
Response Time Metrics
When it comes to customer satisfaction then a quick reply or response to the customers plays an important role. Response time metrics are used to measure customer satisfaction using their different parameters. The response time is affected by network bandwidth, a number of users, number and type of requests submitted, and average think time.
Let Us Discuss these parameters one by one:
First-response time (FRT):
FRT is the number of total minutes passed from the moment the ticket is created to the moment an agent makes the first reply to the customer.
FRT= Number of minutes elapsed between the time a customer creates a request and the time a customer service rep responds to the customer.
For enhancing the CSAT rating, FRT should be as low as possible.
Average response time:
It is the average number of minutes taken by all responses to the customer while solving a support request.
Average response time = Total time taken to respond divided by the number of responses in the selected time period.
For enhancing the CSAT rating, average response time should be as low as possible.
Resolution Time
Resolution time is an important key performance indicator (KPI) for CSAT rating. It is the amount of time that it takes for an agent to resolve a customer's request.
It mentions the amount of time an employee spends in waiting and getting his request resolved.
For enhancing the CSAT rating, resolution time should be as low as possible.
Ticket Reopened Vs Solved
Ticket reopening is another metric to measure the CSAT rating.
Ticket reopening refers to the number of times a ticket is reopened because it could not be solved at the first instance.
This indicates that the agents were not capable of completely solving customer’s issues.
It gives the team manager the authority to frequently monitor ticket reopening ratio.
For enhancing the CSAT rating, ticket reopening should be as low as possible.
While making ticket reopen reports the following points could be included.
Total number of reopens
The average number of reopens
The % of tickets with reopens
Unsolved Ticket Metrics
It is also known as a ticket backlog that represents the total number of unsolved tickets.
It provides insight into the number of incoming tickets and the number of tickets which are not solved.
For enhancing the CSAT rating, unsolved ticket metrics should be as low as possible.
Above mentioned are the top customer service metrics that actually matter. Overall it can be said that the longer it takes to solve a customer’s issue, it is more likely that the customer will not be satisfied with the services. Therefore it is necessary to look into these metrics and boost customer satisfaction.
Closing Remarks
In a business customer satisfaction is the key to success. If your customer is happy with the services you are providing and wish to continue with your business then you are on the right track. This right path can be measured using some help desk metrics to solve tickets generated by customers. Avail a CRM software like Kapture CRM to help resolve your tickets and boost CSAT ratings.
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