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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
In customer support, KPIs offer measurable values based on metrics gathered from response time, ticket volume, active and resolved issues, escalation rates in complaints, customer feedback, conversion rate, etc. What makes KPIs quite effective are the resulting actions they trigger.Author: Nestor Gilbert
https://www.datapine.com/kpi-examples-and-templates/customer-service
Customer Service Key Performance Indicators and Metrics See different templates & designs Track the right support KPIs for a great customer experience A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360 …
https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
IT Key Performance Indicator Example # 1: Cycle Time: Customer Support Ticket Resolution. Use the Cycle Time: Customer Support Ticket Resolution KPI for the IT Department to measure the number of hours required to resolve a customer support, or help ticket. The clock starts running from the time the help ticket is opened and stops when the customer issue is resolved.
https://www.geckoboard.com/learn/kpi-examples/customer-support-kpis/
Customer Support KPIs and Metrics. Want to wow your customers? Use these customer support metrics, KPIs, and examples to track and improve their experience. Discover how to calculate, visualize on a Customer Support dashboard, and set benchmarks for the most common KPIs and metrics.
https://www.executestrategy.net/blog/kpis-customer-service-teams
There are many more parameters and examples of KPIs for Customer Service that might be useful to your business, but the above 12 examples are a great place to start. I hope that these examples of KPIs for Customer Service offered some useful insights for your business.
https://www.clearpointstrategy.com/18-key-performance-indicators/
53 Customer KPIs and Scorecard Measures Process Metrics. Customer Support Tickets: Analysis of the number of new tickets, the number of resolved tickets, and resolution time will help you create the best customer service department in your industry.
https://kpidashboards.com/kpi/department/customer-service/
Example KPIs for Customer Service Departments. Agent's full-time employees (FTEs) as percentage of total call center FTEs. Answering percentage (number of sales calls answered/total number of sales calls offered) Average after-call work time. Average number of calls/ service request per handler. Average queue time of incoming phone calls.
https://kpidashboards.com/kpi/industry/professional-scientific-and-technical-services/
Example KPIs for Professional, Scientific, and Technical Services. Annual billable utilization percentage. Availability. Availability (excluding planned downtime) Average percentage of CPU utilization. Average percentage of memory utilization. Average hourly fee. Average number of virtual images per administrator.
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