KPI library
Customer service KPIs: formulas and examples
Customer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.
16 customer service KPIs
- First response time (FRT)The time between a customer's request arriving and the first reply from an agent.Formula and example
- Average resolution timeThe average time between a ticket being created and it being resolved.Formula and example
- First contact resolution (FCR)The percentage of requests resolved in a single contact, without any follow-up.Formula and example
- Customer satisfaction score (CSAT)The percentage of customers who say they are satisfied after a contact or purchase.Formula and example
- Net Promoter Score (NPS)Promoters minus detractors: how likely are customers to recommend you?Formula and example
- Customer Effort Score (CES)How much effort it took a customer to get a question resolved or a task done.Formula and example
- Ticket backlogThe number of tickets still open, and how long they have been waiting.Formula and example
- Tickets per customerThe average number of support tickets per active customer in a period.Formula and example
- Ticket reopen rateThe percentage of resolved tickets that are opened again later.Formula and example
- SLA complianceThe percentage of tickets handled within the agreed service timeframe.Formula and example
- Escalation rateThe percentage of tickets passed on to second line, a specialist or a manager.Formula and example
- Tickets per agentThe number of tickets resolved per support agent or FTE in a period.Formula and example
- Average handle time (AHT)The average time an agent actively spends on one contact, including wrap-up.Formula and example
- Call abandonment rateThe percentage of callers who hang up before an agent answers.Formula and example
- Contact rate (contacts per order)The number of customer contacts per order: how often do customers need to get in touch?Formula and example
- Service level (call centre)The percentage of calls answered within a set waiting time.Formula and example
Further reading
- ResourcesKPI library: 193 KPIs with formulas and examples193 KPIs explained for finance, sales, marketing, e-commerce, inventory, logistics, HR, projects, service and SaaS, with formulas, examples, SQL and DAX.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
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