eCommerce KPIs Examples for Customer Service


Customer service KPIs for an eCommerce website let you know how effective your customer service is and whether you meet the expectations of yourself and customers. Whether it's your call center, e-mail support team or social media support team, keeping an eye on these KPIs ensures that you can offer optimum service to your customers.

Examples of 12 KPIs for customer service:

1- Customer satisfaction (CSAT - customer satisfaction) score:

The CSAT KPI is usually measured with a simple question: "How satisfied are you with our customer service?". In general this is expressed in a figure from 1 to 10.

2- Net promoter score (NPS):

The NPS measures the customer satisfaction and customer loyalty of your company. This score is measured by the extent to which customers would recommend the company to someone.

3- Hit rate:

The total number of times a product has been sold, divided by the number of customers who have contacted customer service about this product.

4- Customer service e-mails:

The amount of e-mails that the customer service team receives.

5- Number of received calls to customer service:

How often the customer service team is called.

6- Amount of chat conversations with customer service:

If you have a live chat function on your eCommerce site, you can keep track of this KPI.

7- Response time:

On average how long it takes for customers to receive a first response to their e-mail, chat or phone call. The lower this number is, the better!

8- Average resolution time:

The time elapsed between the first time a customer contacts about a problem and the moment the complaint is resolved.

9- Outstanding complaints:

The total number of outstanding complaints tells you how many requests you're currently processing.

10- Late complaints:

When your system saves complaints. A large number of overdue complaints can have various causes.

11- Complaint grouping:

With this KPI you categorize customer complaints into specific categories. This way you can see where most of the problems are, and proactively go to work with them.

12- Higher up frequency:

This KPI tells you how often a customer has asked to speak to a manager or another senior employee. Do your best to keep this number low.

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