Simply add up the cost of all services and divide by the number of resolutions
Posted: Sun Dec 22, 2024 7:02 am
How important is this metric?” It shows you whether you are spending too much to solve the problems your customers have or whether you are investing too little and need to optimize your processes. Find the balance and get good results.
3. Dropout rate
Do you know when someone requests more information about your products, but for some reason decides not to receive assistance? Well, now you will be able to calculate this information.
If 100 people contacted us and 40 dropped out, the dropout rate is: 60.
From this KPI you can know whether you need to improve service or not.
4. Customer involvement
The longer the engagement time, the more satisfied the customer is with philippines country code number your company. This shows that the public is interested in your communication.
“How do you know if engagement is positive?” Check the email open rate, click rate on recommendations sent by your team, time spent on the site and whether the conversion rate is high. We will talk more about this subject throughout this article.
5. Average waiting time to be served
A Zendesk survey showed that 55% of customers consider waiting too long to be served as a bad thing.
And that's why reducing the waiting time in line is so important, so that users have a positive impression of your company. The faster the service, the better for the customer .
To calculate this KPI, simply divide the waiting time by the number of calls made.
6. Net promoter score
The net promoter score is one of the methodologies we cover most here on the blog and we have a variety of content on this subject, click here to check out the benefits for your company .
Through this research we were able to identify the number of detractors, neutrals and promoters; and to calculate this, simply subtract the number of promoters from the number of detractors .
Warning: NPS should not be too low, because it shows that you have more detractors than promoters.
7. Conversion rate
Conversion rate is widely used in marketing, after all, if a campaign brought 400 visitors to your website or online store, and 200 took some action such as: downloading an e-book, or buying a product, we can understand whether the result was positive or not.
3. Dropout rate
Do you know when someone requests more information about your products, but for some reason decides not to receive assistance? Well, now you will be able to calculate this information.
If 100 people contacted us and 40 dropped out, the dropout rate is: 60.
From this KPI you can know whether you need to improve service or not.
4. Customer involvement
The longer the engagement time, the more satisfied the customer is with philippines country code number your company. This shows that the public is interested in your communication.
“How do you know if engagement is positive?” Check the email open rate, click rate on recommendations sent by your team, time spent on the site and whether the conversion rate is high. We will talk more about this subject throughout this article.
5. Average waiting time to be served
A Zendesk survey showed that 55% of customers consider waiting too long to be served as a bad thing.
And that's why reducing the waiting time in line is so important, so that users have a positive impression of your company. The faster the service, the better for the customer .
To calculate this KPI, simply divide the waiting time by the number of calls made.
6. Net promoter score
The net promoter score is one of the methodologies we cover most here on the blog and we have a variety of content on this subject, click here to check out the benefits for your company .
Through this research we were able to identify the number of detractors, neutrals and promoters; and to calculate this, simply subtract the number of promoters from the number of detractors .
Warning: NPS should not be too low, because it shows that you have more detractors than promoters.
7. Conversion rate
Conversion rate is widely used in marketing, after all, if a campaign brought 400 visitors to your website or online store, and 200 took some action such as: downloading an e-book, or buying a product, we can understand whether the result was positive or not.