There have been countless metrics, but the most popular metrics for measuring customer service success will always be Average Handle Time (AHT) and First Contact Resolution (FCR). We’ve relied on AHT and FCR for a very long time, and they only measure speed and whether or not an issue was resolved on the first interaction. They don’t really reflect what actually builds customer satisfaction.
Have you ever had a call that was resolved very quickly, but you were left feeling frustrated? Or a first contact resolution that still left you with a problem? That’s why moving past these KPI metrics is so important.
To improve customer satisfaction, we need to go beyond AHT and FCR. There are some great metrics to use in addition to AHT and FCR, most of which are right in front of us, that get to the heart of what customers feel, value, and drive repeat business.
Let’s take a look at three of these often-ignored customer satisfaction drivers and how they can dramatically shift the way you do customer service.
Understanding Overlooked KPIs
The Customer Effort Score (CES) is a powerful metric that is often overlooked in the customer service industry. This important KPI measures how easy it is for customers to interact with your business, resolve problems, or complete actions.
The beauty of CES is that it directly relates to customer loyalty. Studies have shown that customers who have low-effort interactions are 94% more likely to make future purchases and 88% more likely to spend more money.
Why CES Matters
Think of CES as a way to gauge your customers’ satisfaction. When a customer reaches out for support, they don’t just want a solution; they want an effortless experience. A high CES indicates areas in your customer journey where there are obstacles, signaling places that require immediate attention.
How to Measure CES
Measuring CES typically involves asking customers to rate their agreement with statements like:
“The company made it easy for me to handle my issue.”
A simple 1-7 scale helps track this metric, where 7 represents “strongly agree.” Companies with high CES consistently outperform their competitors in customer retention and satisfaction metrics.
Call Abandonment Rate
Call abandonment rate measures the percentage of customers who hang up before connecting with a service representative. This critical metric directly reflects customer patience and satisfaction levels with your service accessibility.
High abandonment rates often stem from:
- Extended wait times during peak hours
- Complex IVR systems that frustrate customers
- Understaffed support teams are unable to handle call volume
- Technical issues affecting call connectivity
A high abandonment rate signals potential revenue loss and damaged brand reputation. Research shows that 67% of customers who abandon calls are less likely to do business with that company again.
To reduce call abandonment:
- Implement intelligent call routing systems
- Use callback options during high-volume periods
- Optimize staffing based on historical call patterns
- Simplify IVR menus and reduce menu layers
- Monitor real-time queue statistics
By tracking and optimizing call abandonment rates through conversation intelligence platforms, businesses can identify bottlenecks in their customer service workflow and take proactive steps to enhance the customer experience.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a powerful metric that measures customer loyalty by asking one simple question: “How likely are you to recommend our service to others?” The responses, rated on a scale of 0-10, segment customers into three categories:
- Promoters (9-10): Your brand advocates
- Passives (7-8): Satisfied but unenthusiastic customers
- Detractors (0-6): Unhappy customers who might damage your brand
The NPS calculation subtracts the percentage of detractors from the percentage of promoters, giving you a score between -100 to +100. A positive NPS indicates strong customer loyalty, while a negative score signals the need for immediate improvements.
How Companies Can Use NPS Data
Companies can leverage NPS data to:
- Identify pain points in customer journeys
- Create targeted retention strategies
- Build stronger relationships with promoters
- Address detractor concerns proactively
By tracking NPS trends, businesses gain valuable insights into customer sentiment and can make data-driven decisions to enhance their service quality. Regular NPS monitoring helps companies stay aligned with customer expectations and maintain a competitive advantage in their market.
However, it’s essential to understand the pros and cons of using NPS. While it provides valuable insights, it should be used as part of a broader strategy for understanding customer satisfaction and loyalty.
Additional Important KPIs for Customer Satisfaction
The Customer Satisfaction Score (CSAT) stands as a direct reflection of your service quality through your customers’ eyes. This metric captures immediate feedback after interactions, asking customers to rate their experience on a scale of 1-5 or 1-10. A high CSAT score indicates successful service delivery, while lower scores highlight areas needing improvement. Companies can boost their CSAT by personalizing customer interactions, providing quick issue resolution, and maintaining consistent service quality across all channels.
Why First Response Time (FRT) Matters
First Response Time (FRT) measures how quickly your team responds to customer inquiries – a critical factor in today’s fast-paced digital world. Research shows that 88% of customers expect a response within 60 minutes. To improve FRT, businesses can:
- Implement AI-powered chatbots for instant responses
- Create pre-written templates for common queries
- Optimize agent scheduling during peak hours
- Use smart routing systems to direct queries to available agents
The Role of Self-Service Resolution Rate (SSR)
The Self-Service Resolution Rate (SSR) tracks how effectively customers can solve their issues without agent intervention. A robust self-service system empowers customers while reducing support costs. Modern self-service solutions include:
- Knowledge bases with searchable articles and FAQs
- Interactive troubleshooting guides
- Community forums where customers help each other
- Video tutorials for complex products or services
Leveraging Conversation Intelligence for Continuous Improvement
By tracking these metrics through conversation intelligence platforms like Mihup.ai, businesses gain deeper insights into customer interactions. The data reveals patterns in customer behavior, helping teams identify bottlenecks and optimize service delivery. Regular monitoring of these KPIs enables proactive improvements in service quality and customer experience.
Operational Metrics Impacting Customer Satisfaction Indirectly
Behind every successful customer interaction lies a well-oiled operational machine. These behind-the-scenes metrics shape the quality of service delivery and customer experience.
1. Service Level Agreement (SLA) Adherence
Service Level Agreement (SLA) Adherence measures how well your team meets promised response times and service standards. When agents consistently hit these targets, customers receive timely support that aligns with their expectations. Missing SLAs can create a ripple effect of dissatisfied customers and damaged brand reputation.
2. Agent Schedule Adherence
Agent Schedule Adherence tracks how closely agents follow their assigned schedules. High adherence rates ensure optimal staffing levels during peak hours, reducing customer wait times and frustration. A team operating at proper capacity delivers smoother, more efficient service across all channels.
3. Occupancy Rate
Occupancy Rate shows the percentage of agents handling customer interactions. When determining occupancy rate, you need to look for the sweet spot, which is usually between 75-85%. Occupancy rate is a metric that can keep your agents productive, but not burn out your team. Properly gauged occupancy rates can leave agents feeling re-energized and able to have quality conversations and problem-solving abilities for the duration of their shifts.
Much like your work and operations performance metrics, these quantitative operational metrics do not make any noise, but their influence is directly represented in customer satisfaction scores. Higher operational efficiency from a contact center lays the groundwork for excellent customer experiences.
Integrating Overlooked KPIs for Enhanced Customer Satisfaction
Developing a robust customer satisfaction strategy involves a careful mix of traditional KPIs and the KPIs that are often neglected. When you incorporate metrics like AHT and FCR, and marry that with a range of other useful data points such as CES, Call Abandonment Rate, and NPS, you will achieve a more sophisticated understanding of the customer experience landscape.
Consider all of these metrics as pieces to a puzzle. They each reveal a different part of the customer experience journey: AHT relates to operational efficiency, FCR relates to resolving issues, ease of interaction is demonstrated through CES, accessibility is dealt with through Call Abandonment Rate, and customer loyalty is depicted through NPS.
A holistic approach to KPI integration enables you to:
- Identify Hidden Pain Points: Cross-referencing different metrics helps spot issues that might go unnoticed when looking at individual KPIs
- Make Data-Driven Decisions: Multiple data points provide a stronger foundation for strategic improvements
- Create Personalized Solutions: Understanding various aspects of customer interaction helps tailor service approaches
This comprehensive view transforms your customer service from a reactive function into a proactive strategy. Companies using integrated KPI approaches report up to 25% higher customer retention rates and a 20% increase in customer lifetime value.
Real-time analytics platforms like Mihup.ai make it easier to track and analyze these integrated metrics, helping you spot trends and patterns that drive meaningful improvements in your customer satisfaction levels.
Conclusion
Thinking about KPIs other than AHT and FCR has generated new ways to improve customer satisfaction. This section has identified how CES, Call Abandonment Rate, and NPS can help you provide amazing customer experiences.
Are you ready to transform your customer service metrics? Mihup.ai enables you to start using these frequently overlooked KPIs by utilizing a conversation intelligence platform derived from robust analytics and actionable insights. We look at 100% of your customers’ interactions. You’ll never have to wonder what happened. What is that worth to you? All the data you need to make informed decisions!
If you want to transform the way you measure your customer satisfaction metrics, book a demo with Mihup.ai and let’s see how we can help you adopt these great strategies.
