Utarbeidet med KI.
What should we measure in customer service?
Resolution time is the metric everyone reports because it is easy to extract. The problem is that it says little about the customer experience and can be improved in ways that make the service worse—for example, by closing cases prematurely.
This is usually the metric that matters most to the customer experience. A customer who receives a response within an hour and then waits three days for a solution is often more satisfied than one who has everything resolved within two days without hearing a word in the meantime. If you only measure resolution time, the two look the same.
How often is the person receiving the inquiry able to answer it themselves? If this figure drops, it indicates issues with expertise, access, or a lack of knowledge articles. It is far more actionable than an average.
A case that is closed and then reopened was not resolved. A high reopening rate reveals that cases are being closed too early, often because the team is measured on resolution time. This is the metric that reveals when the measurement itself is driving the wrong behavior.
This is where the greatest benefit lies. If you see that one category is growing, you can address the cause rather than increase staffing. Customer service is the first part of the organization to discover that something is wrong with a product or process—provided someone is looking at the numbers.
Our advice is to choose three metrics and actually track them, rather than twenty that no one has time to interpret.
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