11 Key Customer Service Metrics + 4 Real Example Reports
Customer service is a highly measurable activity, and the support software you use inevitably gives you access to a ton of customer service metrics.
Call volume, chat times, resolution rates, interaction counts, and myriad other numbers are more easily recorded and measured today than ever before.
But having access to that data is only the first step. The bigger challenge is deciding what data matters, how to report that data to your leadership, and what context is needed to help the rest of the company understand the impact your work is having on the business (and your customers).
In this post, we're going to simplify that challenge by giving you 11 meaningful customer service metrics, a process for choosing the right metrics for your team and company, and some example customer service reports shared with us by other support leaders.
Prefer to watch a video instead? Check out this 30-minute webinar on the essentials of customer reporting:
11 meaningful customer service metrics
Customer service metrics can be easily measured at the level of the individual support request and then aggregated to report on overall team and individual customer service agent performance.
Many companies use different metrics that report at the case level, individual agent level, and team level to get a holistic understanding of the organization's performance. By correlating customer service metrics at different levels, your management team can better grasp leading indicators for performance and make meaningful changes to your support strategy.
Case-level metrics are an excellent way to generate customer service reports that you can use to manage your hiring, staffing, and even product strategies. Use information about topic, time created, and location to help your team understand where and why you are most busy.
Volume based on topic, for instance, shows where your customers are having the most trouble. If you see that 25% of your cases by topic are account questions, it may mean that you need to rework your documentation around that part of your product or maybe even make product changes.
When correlated with other customer support metrics, case-level metrics can also help pinpoint critical areas of opportunity. For instance, correlating cases by topic and customer satisfaction can indicate areas of your product or support experience that delight your customers less than others.
If all of your conversations related to your billing page have a lower CSAT, it may mean you need to either improve your strategy of response or change the billing page itself.
1. Cases by time created
Review the volume of new conversations created in any given time frame. This metric can help you identify times when your customers are most active and help you better set staffing levels to match demand.
If you notice that you have an increasing number of conversations coming in overnight, it may be time to consider staffing additional team members during that time. Of course, companies can best use this metric when correlated with agent capacity.
If you do not have enough volume coming in overnight to reach agent capacity, you may be able to wait a bit before hiring new folks. After all, unless you have other work that needs to be done (such as documentation or operational tasks), you don’t want to staff a role and not have enough to keep them busy.
2. Cases by topic
If you use tags or custom fields to label conversations, you can quickly spot changes in volume that might indicate a problem in your product or the effectiveness of an improvement you’ve already made. For example, has that new redesign reduced questions about updating a password?
Customer service reports by topic, especially around case volume, also give an excellent view into how your team's volume is trending. You may see that conversations around a topic grow or decrease over time.
Use that data and compare it with actions you have taken within your support strategy to understand the efficacy of your changes. If the volume is growing, it may be that the work you've done isn't as impactful as you thought.
3. Cases by location
Understand where you have the most customers needing help so you can support them appropriately, or perhaps consider adding options like localization or support in other time zones.
Speaking the same language is essential: 72.4% of consumers said they would be more likely to buy a product with information in their language. Language is also a comfort — when you can understand which language most of your customers are speaking or where they are coming from, you can provide an even better experience.
Different countries may also have cultural differences that affect how they perceive your support . By knowing which countries are reaching out most often, you may cater better to specific populations.
Individual agent metrics
Customer service metrics at the agent level are a great way to understand how individual performances contribute to the larger team's productivity. Understanding how each team member contributes and benchmarking performance are critical steps for coaching toward growth.
Beyond that, individual agent metrics often correlate up to team level metrics. Companies can also attribute average handle time and time to first response to individual team members.
Consider which types of behaviors you are trying to incentivize and encourage within your team, then use customer service reporting to get a handle on it.
4. Resolved cases
How many conversations did this person close in a given period? Averages aren't always illuminating, but trends over time can reveal top performers and those who may need some more help.
This metric can also help inform how far along in the onboarding process someone has come. As you integrate new team members and they learn more about your product and processes, you can safely expect this number to go up. If you notice stagnation or the number of resolved cases going down, it may indicate that the individual needs more help or training.
The same can be said for seasoned members of your team. While a drop in resolved cases can be a sign of burnout or a team member not being as well-informed on certain product functionality, it may also indicate other shifts in your support volume.
For instance, tickets might be becoming increasingly complex and require more effort to resolve, thus taking up more time and keeping your agents from working through as many tickets.
5. Customer interactions
A team member can be doing an excellent job while showing fewer than average resolved cases. Measuring individual interactions helps compare workload and working style.
You may have some team members who can power through hundreds of tickets a day, whereas others max out at thirty. Consider the types of conversations that each team member handles and the depth they put into their troubleshooting or discovery before responding.
For instance, if the team member who responds to thirty tickets a day often responds to tricky technical issues or has an extremely high first contact resolution rate, it makes sense that they would also handle fewer tickets.
With information like this, instead of shifting the volume higher for the person who responds to fewer tickets, you can assign each person the types of tickets they are best equipped to handle. That may mean putting the lower-volume person explicitly on technical tickets and the higher-volume individual on low-hanging fruit.
Cater to your team's strengths, and your customers will be happier for it.
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6. Customer satisfaction
When customers rate their support experience, they may also be rating the product or service, so any individual rating isn't necessarily meaningful. Looking at longer-term rating averages for individuals and across the team is more helpful in spotting champions or those needing to improve.
You can also track customer satisfaction over time or as it correlates to product releases, bug improvements, or exciting announcements. This metric is handy when linked to the "cases by topic" customer service metric noted above. Looking at these two metrics together can give you information about if:
Agents are well-informed enough to answer questions about specific product areas or new features.
Certain product areas are frustrating your customers or causing problems.
Documentation around features is lacking.
New announcements and changes aren't sitting well with customers or users.
Your company needs to improve its product marketing or announcement methodology.
Support agents don't have the necessary vocabulary to explain to customers the "why" behind changes or features.
Use the reactions in your CSAT as they correlate to topics to inform your strategy and areas of improvement moving forward.
Customer Satisfaction: What It Is and 6 Ways to Boost It
7. average handle time.
For individuals, having a low average handle time can reflect their comfort and skill with the work, meaning they get through cases quickly. Be careful to review it in the context of the type and complexity of the tickets.
Similarly, be wary of incentivizing average handle time too heavily. If you are encouraged to respond quickly to boost this customer service metric, you may find that your agents start to slack on the quality of their responses. It's easy to be fast if you aren't worried about whether your answer is 100% correct.
Average handle time is best when managers relate it to topics rather than to individual agents. Doing so will help inform your team's leadership if specific topics or areas take longer to answer questions about.
For instance, you might expect the subject of "bugs" to have a slower average handle time than "getting started" types of questions.
To manage anything well, you need to have metrics around it. While both agent- and contact-level metrics are valuable, team-level metrics are the foundation of meaningful growth.
Use the more granular metrics to understand your opportunities, then use customer service reports around your team-level metrics to see how the changes in your strategy are working.
Team-level metrics are most valuable when viewed over time. These metrics will best suit teams looking for a gradual improvement or exploring how significant outages or new announcements affect them. However, you shouldn't expect drastic changes week over week with these types of metrics.
8. Time to first response
How soon after a customer requests your help do they get an initial reply? Does it take longer for escalated tickets to get a response than run-of-the-mill product questions? Customer expectations for response time will vary from channel to channel, so it's worth splitting your metrics out by channel, too.
This metric usually serves as a leading indicator for customer satisfaction. This means if you begin to lower this number, you will start to notice your CSAT gradually rising. After all, customers don't want to wait long for responses and are generally delighted when a reply arrives more quickly than expected.
For that reason, some companies choose to flip the strategy of responding to the oldest tickets first. For specific questions or low-hanging fruit, your company may consider responding to the newest questions first, just to see how it affects your relationship with customers or your CSAT.
However, be careful experimenting with all types of inquiries when considering time to first response: Some types of conversations, like bugs or account/billing issues, require more adherence to the traditional strategy to treat every customer fairly.
Email Response Times: Benchmarks and Tips for Support
9. interactions per resolution.
Generally, the fewer interactions it takes to resolve a conversation, the happier customers will be. If that number is rising, it can be an indicator of product or service issues or a shift in the type of customer you are helping.
Instead of looking at this metric on a short-term basis, understand whether it has gradually increased or decreased over time. Similarly, consider segmenting out different topics to see if the number of interactions per resolution is higher for some than others. It may make sense that technical conversations require more interactions to resolve than basic product questions.
A few ways you can lower this metric if you notice it's starting to climb:
Retrain employees on the topics where you notice this metric is the highest.
Implement or improve your saved replies.
Update internal and external documentation to provide additional resources for team members.
Identify areas of the product that create additional complexity within the context of customer service.
Ask customers for additional information in your automated responder that acknowledges receipt of their conversation.
Trigger automated routing based on specific "keywords" to ensure that the ticket gets to the best team member as quickly as possible.
Time To Resolution: What It Is, Why It Matters, and How to Reduce It
10. average handle time.
Handle time reflects how long a conversation is open before your team takes follow-up action. Long gaps might mean opportunities to improve processes, training, or tooling to get that answer back more quickly.
This is another customer service metric that is most effective when segmented. While it's excellent to understand how long your team is taking overall , it's more beneficial to understand if individual topics take longer than others.
Tracking this at an individual level can also be helpful for understanding the health of your team members. While it can be concerning to see average handle time starting to rise for a specific team member, use it as a jumping-off point for conversation rather than accusations.
Rising average handle time can certainly mean dwindling focus, but it’s just as likely to be a leading indicator for burnout or job dissatisfaction.
11. Customer contact rate
This measures the percentage of your active customers who request help in a given month. Improved self-service options, bug fixes, clear product descriptions, and product design can all help reduce that rate as you grow.
You should look for that perfect "hockey stick" growth when it comes to this metric — meaning that it rises gradually before leveling out. While you don't want customers to stop contacting you entirely, at a certain point, the work you are doing with your ticket deflection should level out the growth.
Segment out your customer service reports to understand where most of the contacts are happening, and you'll have a clear map of what you can improve.
If you notice that conversations around your account page grow more rapidly than other topics, for example, you may have a case with your product team to improve the page, or you may just need to write more detailed documentation.
Use the metrics at your fingertips to create a road map around what you can impact, and implement service strategies to make meaningful changes.
19 Actionable Help Desk Metrics for Customer Support Teams
How to measure and report on the right metrics.
As a customer service leader, you have access to most of the numbers above — and probably a ton more. The challenge is deciding which to report on, who to report it to, and how it should be presented.
To figure out the most important metrics for your team, consider these three questions:
Why is measuring a specific metric important?
The point of your customer service team is (I hope!) not to generate nice-looking graphs and reports. It’s to provide great service to your customers. Metrics are just a more measurable proxy for the real outcome.
For example, Kristin Aardsma is head of support for Basecamp, a company that considers their great service and fast response times to be product features. For Aardsma’s team, the combination of first-response time and customer satisfaction is a meaningful way to tell if they are staying on track.
Another example: During the high growth days of Mailchimp, Bill Bounds’ single most important job was hiring enough new staff to maintain support quality. In his words, “We were so focused on growth and getting enough people in that my primary concern was really on, ‘Hey, we’re not done hiring yet.’” So Bounds’ primary metrics were trends of volume per agent and customer satisfaction level.
When you are clear about why you are reporting, you can decide more easily what you should measure and report on and — equally important — what not to measure and report on.
Who are you reporting to?
Understanding your audience is critical to communication in all forms. What matters most to your frontline support team might not make any sense to your CEO who doesn’t have that ground-level perspective.
What you show and how you explain it might differ considerably depending on who you are reporting to. At Campaign Monitor, customer service reporting is done at three levels, and the contents of those reports are slightly different each time:
Individual agents are emailed daily reports on their personal activity and their team’s activity.
A monthly report is shared on the internal wiki with the whole company. These reports remove some of the individual agent details but add some long-term perspective.
The highest level of reporting is presented on a couple of slides to the senior management team with some written comments to explain the trends on display.
As a global and distributed company, that’s a great way to make sure everyone is up-to-date.
Alternatively, SurveyGizmo’s team is all in one building. The director of customer service presents the weekly reports in person to the support team, and there is an open discussion that senior managers are invited to attend. Physical proximity means that their whole team gets the full context and can ask for clarity easily.
Make sure to determine who you are reporting to and what they care most about. That will help direct you to the right measures.
What outcome do you want to see?
“What gets measured gets managed,” said Peter Drucker, America’s father of management philosophy.
It’s an appealingly concise piece of wisdom: You will effect change on those things you pay attention to. But as unemployed phrenologists will attest, something that is measurable is not necessarily meaningful .
“There can be too much emphasis on fluff numbers in support,” says Help Scout’s Justin Seymour. “The team likes to know what our goals are, what types of conversations we’re having, and how we’re moving the needle month to month.”
The customer service leader is in the best position to understand where the biggest opportunities are for the company. For Bounds at Mailchimp, he needed to quantify his need for more support staff, so he focused his reports on telling that story clearly and accurately.
Campaign Monitor, meanwhile, is a product company at its core, and identifying ways to improve the customer experience through a better product is a big focus of customer service reporting.
Your management team can’t have the perspective you can as the customer lead, so you need to lead them honestly and efficiently to a greater understanding of what action needs to be taken — and you can do that through consistent, clear reporting.
How To Make the Most of Your Customer Support Data
The qualities of a perfect customer service metric.
Ultimately, the metrics you choose to report should meet all of the following criteria:
Meaningful — They should tie back to something your company wants to achieve. For example, when your goal is highly responsive support, time to first response is an ideal metric. Resolution time may not matter.
Moveable — You should measure things on which your team can have impact. If you find that something you’re measuring doesn't matter, you have the freedom to drop that metric.
Authentic — Your reports must tell a true story. It’s possible to use real numbers to send a misleading message. Be honest even when it hurts.
Contextualized — Numbers in isolation can be stripped of meaning, so provide them in context.
Consistent — The trends over time are usually more important than specific data, and looking back over a quarter or a year can give you some fantastic insights and encouragement.
Building an impactful customer service report
When creating reports, follow these guidelines to make sure your reports are truly impactful:
Focus on trends — The direction of change usually matters most. Having an 80% customer satisfaction rate may not sound great, but a month-on-month increase from 70% to 80% is excellent news.
Direct limited attention to anomalies and changes — Your leaders are busy people, and they have a limited amount of attention to give you. Make sure it’s easy for them to understand what your reports mean. Consider providing an overall summary. For example: “We received 20% fewer questions about exporting this month, so the reworking we did in the app saved us 12 hours of support time already!”
Look for correlations that tell a bigger story — Looking at individual metrics is useful, but understanding the connections between them is where the real insight can come.
Combining metrics can also help you identify deeper issues. For example:
“When our email time to first response goes above four hours, we see consistent dips in customer satisfaction.”
“Answering billing questions takes us three times the average ticket length.”
Below is an example from my experience at Campaign Monitor. Our reporting tool could tell us when tickets arrived and how long customers were waiting for a first reply, but it couldn’t show us how many tickets were waiting for us to respond to at any given time.
By exporting data from our help desk and combining it with a week’s worth of manual measurements, we could produce a single chart that showed the correlation between larger queues and higher waiting times.
Our support team reviewed this chart, which stimulated a discussion about the stress and impact of a large queue of waiting tickets. Davida, our Head of Support, worked with her team to split our main queue into smaller, more manageable chunks. That change created a significant decrease in response times without adding any new resources or changing the volume of tickets.
Step-By-Step Guide: Measuring Customer Service ROI
4 customer service report examples.
Whether you’re building out your first customer service reports or you’ve been producing reports for years, there is always an opportunity to make those reports more effective at driving improvements in your business.
Consider the four example customer service reports below — each from a real customer service team — to brainstorm some new ideas for your own reports.
Note: The format and structure of these reports are real, but we’ve obscured the actual numbers.
1. Help Scout
The Customers team at Help Scout meets weekly to discuss general team business. We believe reports are best evaluated as part of a conversation, not a simple list of metrics. Individual goals are discussed in weekly one-on-ones with a player’s coach.
The head of support presents the team’s goals once a month during the company leadership meeting. In Help Scout’s quarterly company-wide Town Hall meetings, the head of support presents a slide or two refreshing the company on team goals, the progress we’ve made, and any upcoming changes and hiring plans.
When evaluating a reporting goal, we aim to define four things for the team:
Why do we care about this?
How are we currently doing?
What are the limitations of this metric?
A simple summary of the main takeaway we want the team to know
A few notes:
While we rely on our own reporting tools , our internal support reporting focuses on the narrative these metrics tell.
We use reports to keep a quantitative eye on our goals, but we never treat these numbers as "hit at all costs." An overly rigid focus on quotas can often backfire and lower quality and team motivation.
Volume of data should always be taken into account, and different timeframes may be useful to examine different metrics. For example, we may evaluate the team happiness score once a month but individual happiness scores looking back six months.
Monitor and benchmark your support
Help Scout’s reports are an easy way to track productivity and set expectations for every metric in your customer conversations.
"Here at Shinesty , all stakeholders share reports from their department in what we call our Q4 post mortem," says Antonio King, Director of Experience. "We build reports and list findings within the information/data we’re sharing. Additionally, we share insights to gain feedback or to deploy another set of eyes."
King came on as Support Leader in 2016. Since then, Shinesty has begun looking at self-service statistics to identify any service gaps, as well as looking at more high-level metrics.
Shinesty looks at the following self-service metrics:
bounce rate (Google Analytics)
sessions (Google Analytics)
searches (Google Analytics)
pages/session (Google Analytics)
missing articles/content gaps
handling time per deflection
Contextual explanations are included in the reports directly to frame the report with an overall story.
Data comparisons to previous periods help add meaning to the graphs.
"My primary purpose in reporting is to show that we’re doing a consistently good job — and that there are no red flags to be aware of," says Vuk Lau, Director of Client Support at Celtra . "I share my reports monthly in a Google Doc with our Sales and Service executives — and with my team."
Lau makes these reports available for everyone in the company to view, and he also produces more detailed reports, including hourly and daily distribution, client comments, and CSAT metrics, quarterly and annually.
The support volume is broken down by region, team, and tier.
Individual agent performance is also tracked.
The label breakdown helps identify the major sources of incoming support requests.
At Jayride , the team stays on top of reports by touching base daily, weekly, and monthly. Reports are posted in a Google Sheet so each team can track their own progress.
Aaron Lewin, Head of Customer Service, says they hold a daily 10-minute meeting with management and department heads where they talk about “what we did yesterday, what we're doing today, roadblocks, and wins. At the end of standup we also review the overall company targets (Passengers travelled, Booking Unit Profitability). All team members are encouraged to attend and listen."
Levin meets weekly with the head of operations to discuss his personal reports. Then, each month, each team showcases their progress to the entire company. These reports include conversions, resolution time, and support unit costs.
The support team has conversion targets that are tracked separately for pre-booking and post-booking interactions.
What metrics will you report on next month?
Customer service metrics matter. What you choose to report on and how you report it can make a real difference in the level of service you provide.
Don’t waste your valuable time compiling reports that provoke no questions and generate no action. Bill Bounds said it beautifully: “Metrics only tell you where to look for the story; they don’t tell you the story itself.”
Pick the right metrics and use them to tell a compelling story about how your customer service team is contributing to your company’s goals.
Like what you see? Share with a friend.
After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn .
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How to Extract Maximum Value of Your Customer Service Data with Professional Customer Service Reports
Table of Contents
1) What Is a Service Report?
2) Customer Service Reports Benefits
3) Customer Service Reports Examples
4) Tips for Customer Service Data Analysis
5) Customer Service Performance Mistakes To Avoid
Customer service and experience count now more than ever before—no compromises, no exceptions. Brands that invest in building faultless experiences and offer exceptional standards of customer service (CS) will set themselves apart from their competitors while earning genuine consumer loyalty.
When it comes to CS, in particular, today’s digital consumer is very much in charge. Due to the hyperconnected, incredibly convenient, and instantaneous nature of the modern consumer world, as well as the number of touchpoints on offer, maintaining excellent levels of service by utilizing carefully selected customer service KPIs is the ultimate key to survival.
That said, if you’re able to answer customer queries quickly and effectively, you stand to increase your brand loyalty tenfold. To optimize your CS offerings, you need access to the right data, and this is where a customer service KPI report comes into play.
This kind of report will empower your organization to understand its clients on a deeper level, consistently meeting their needs. Armed with the right insights and the right visualizations, a service report will make your organization smarter, more efficient, and ultimately, more consumer-facing (which is essential to ongoing growth in the digital age).
In this article, we will explain how data analytics can significantly improve your CS offerings while explaining the vital role reporting plays in propelling your business to new commercial heights. We’ll also look at a mix of inspiring dashboards and template examples based on different types of customer service reports.
Ready? Let's get started.
“There is only one boss. The customer.” – Sam Walton , founder of Walmart
What Is a Service Report?
A customer service report is a tool composed of a mix of customer service metrics that help organizations meet customer expectations and provide better experiences. Thanks to real-time data, businesses can optimize their service levels while increasing profits.
From average response time to NPS score , a customer service report provides deep and valuable insight into key areas of your consumer-facing efforts. In turn, this will provide you with an astute understanding of the positive areas to build upon and the areas of improvement.
To provide the best possible standards of CS on a consistent basis, understanding how your consumers interact with your company is vital. Having the right online reporting tool will ensure your data stays up-to-date and evolves as your company changes.
In the Age of Information, there are several customer service reports to explore—each with different assets, attributes, and capabilities. It’s possible to use a customer service report for a wealth of different aims, goals, and purposes, some common types include:
Internal agent reports: In many ways, your customer service team is the beating heart of your entire organization. In fact, customer service and experience are two of the most important drivers of success in today’s digital world. An internal customer service report will give you the insights required to assess as well as demonstrate how well your customer service team deals with inquiries across multiple channels. This stringent level of internal insight will give you the data to track individual progress as well as collective output so that you can provide tailored support and training where required. This is an essential report for ongoing productivity and departmental progress.
External stakeholder reports: In addition to internal customer service analytics, you should work with external service reports. Tracking this branch of customer service data is essential for managing healthy relationships with external stakeholders, including partners, sponsors, and investors. By presenting your most valuable service insights in a dynamic visual format, you can make persuasive cases for planning and investment in a way that’s universally understood and accepted. External reports will also give you the tools to benchmark your success or progress against industry standards, which is often an important factor for gaining ongoing support from investors and stakeholders.
Real-time reports: Real-time service reports are designed to maximize your ability to respond to issues and inquiries under pressure. These types of customer support reports track ‘in the moment’ insights as they change, evolve, or emerge. By gaining access to the right daily customer service report, you can nip any rising issues in the bud while making concrete decisions that will ultimately improve your service operations and strategies. Having access to this highly responsive level of information is vital, especially when your service team is responsible for managing an ever-growing demand for consumer support.
Omnichannel service reports: Omnichannel reports are designed to consolidate essential service metrics across a host of consumer channels. Using these types of reports will help you manage your service strategy and output across a wealth of touchpoints including email, phone support, online chat, and social media with complete confidence. Not only will omnichannel reporting help you maximize overall responsiveness and efficiency - it will also give you the tools to uncover patterns or trends to keep improving your strategy.
What Are the Benefits of Customer Service Reports?
Now that you know what a customer service report is and the role it plays in improving your consumer-facing processes, let’s look at the key benefits.
In the digital age, consumers are more empowered, more tech-savvy, and more demanding than ever before. If you don’t satisfy a customer’s needs or resolve their issues almost instantly or with a degree of competency that they deem unacceptable, they simply will not stick around. Add to this the fact that clients now trust the opinions of their peers more than the brand itself, and focusing on your CS offerings should be your topmost priority if you want to succeed.
There are seemingly infinite benefits to the pursuit of customer reporting. By gaining access to the right insights, you can:
- Improve your company’s best response time
The response time is the backbone of any CS department or organization. We have written a bit more on the average response time below in our article, but the main point is to keep it as short as possible. If you track this metric in your weekly or monthly reports , you can significantly improve it by identifying your bottlenecks (maybe the number of available agents during a rush-hour shift is too low, for example).
- Prevent callbacks about a repeat issue
Let’s face it, consumers don’t like to call back or repetitively point out a single issue. By utilizing comprehensive reports in which you can include the first call resolution metric (FCR) or recorded calls as they're critical, you will have immediate access to data and a better chance to act promptly, without providing low-level service that can cost you in the long run. Setting detailed reports on a single screen will enable you to increase the level of your support department and ensure customers are taken care of at all times.
- Reward your top-performing agents and boost internal morale
Top-performing agents should be rewarded. If you see beneficial results in your reports, investigate further and see whose work has brought those results. Better yet, implement a team KPI dashboard that will show you immediately how your team is performing and where you need to allocate more resources ( educational materials or workshops ) so that the whole department has more chances to improve their results. You can also ask your top agents to educate other team members and provide them with tactics that bring success and sustainable development.
- Track the level and nature of issues overtime to make informed strategic decisions
If you lose track and count of your customer issues when you manually insert information into a spreadsheet, you can cause serious issues in the long run. It’s simple to miss a row or comment made by another colleague, non-intentionally, but definitely harmful. If your reports , for example, have set intelligent alarms that will send you a notification as soon as an anomaly occurs, you can improve the tracking of issues and create an environment that will improve your decision-making processes in the future.
- Gain a deeper insight into how your company is perceived by your customers
Another benefit is measuring satisfaction. A satisfied customer is worth more than any other indicator you could possibly track or evaluate. It is fairly known that a contented customer will recommend you on average to 3 friends, while the unsatisfied ones have the power to access and write on the Internet about their experiences with your brand. By regularly evaluating how you are perceived by your customers, you have the power to predict and act on potential future obstacles.
- Evaluate and improve your net promoter score (NPS)
Net promoter score is one of the customer satisfaction metrics that are, simply put, all about referrals. The goal is to obtain as many promoters as you can which will enable you to expand your brand and enhance your loyalty rates. The more loyal consumers you have, the more rewards your company will reap. If you properly take advantage of ensuring your reports also include the net promoter score, you will be able to quickly evaluate how detractors, neutrals, and promoters affect your bottom line. In the above image, you see an example of an interactive way to display your NPS, dividing consumers into promoters, passives, and detractors.
- Enhance priceless retention and loyalty rates
Closely connected to the net promoter score, the retention and loyalty rate are all focused on gaining your customers’ trust and enabling them to spread positive words about your organization. Retaining a customer is essentially much less expensive than gaining a new one and with the help of a proper report, your CS department can thrive. By looking at your customer retention metrics you can also extract conclusions like which channels your target audience engages in the most and allocate your budget and efforts accordingly.
- Make your CS department more effective by reducing costs
A customer service report sample can also help improve financial efficiency. Reducing support costs is not about cutting down manpower or investing the lowest amount of dollars into your support department. It’s mainly about optimizing your processes and reaching the highest quality of your services with the lowest costs possible. That would mean that your agents are efficient and trained pretty well, and the agents’ schedules are corresponding with the needs of the department. To have an at a glance overview, creating a customer support report will ensure that you monitor your expenses regularly and efficiently.
It’s clear that there are a host of tangible benefits as stated in our 8 points above, and many of them will have a positive impact on other areas of the business. To get details into each mentioned KPI, you can read more about it below in our examples section of the article.
In short, they offer the power to understand your company to make informed decisions based on accurate insights rather than making estimations and taking actions that offer little value to the organization or its customers.
Companies that grow their retention rates by as little as 5% often see profit increases ranging from 25% to 95% . Like this, you’ll not only be able to boost your retention rates significantly but you’ll also be able to boost your brand’s reputation, thereby resulting in commercial growth and increased profits.
We live in a world rife with invaluable digital insights. If you fail to use this information to your advantage, you are missing out on vital opportunities that can improve the efficiency, output, and cohesion of your organization’s CS department, which could prove disastrous in the long run.
- Understand your customers’ preferred channels of communication
As we migrate towards an increasingly hyper-connected age dominated by digitally native consumers (mainly millennials and gen zers), consumers can access a wealth of information at the swipe of a screen or the click of a button. As such, today’s consumers like to interact with brands across an increasingly broad range of channels or touchpoints.
From Instagram, Facebook, and Snapchat to TikTok, YouTube, mobile apps, online chat, email, and beyond, there are so many ways you can connect with your customers in the modern age. And while there is almost an endless scope for connecting with them you will find that almost everyone who interacts with your organization has a preferred channel.
By working with the right customer service analysis metrics, you can discover, at a glance, which channels your clients prefer for particular issues or communicative reasons. By uncovering this information with ease, you can branch out to your consumers using the right method, solving their issues or pain points in a way that’s personable and meets their needs. This will boost your satisfaction rates, improve your brand reputation, and grow the company.
- Plan staffing schedules and spot the need for training
Providing your agents with the right training is essential to the ongoing growth and development of your CS department. Without adequate training and mentorship, your agents will not only thrive in their roles, but they will become more efficient, responsive, adaptable, and innovative.
With the right customer report, you can pinpoint where your agents are struggling to resolve your consumers’ issues or answer the right questions. Using this specific information to your advantage, you can provide tailored training to get straight to the root of the issue and ensure your team can tackle everything that comes their way with confidence.
Using this type of service report, you can also gain an informed understanding of how many agents you need working at one time, overseeing the entire operation with clarity to jump in and offer support or training when it’s needed. These business dashboards will also help you understand the days and times your customers are contacting you the most. Having this info is valuable as it will allow you to plan shifts and make sure you have the number of agents needed to cover the volume of tickets at any given time, boosting your service levels in the process.
Client support can prove to be a challenging role, and by offering your agents practical mentorship, it’s more than likely that you will also boost morale, motivate your team to keep improving and boost productivity across the board.
- Identify areas for product improvement
This is a commonly overlooked facet of CS success, but it's incredibly important: the quality or value of your products will have a direct impact on the success of your service strategy.
By using a service report to monitor specific queries or issues, you will swiftly paint a picture concerning any products that are failing to meet your consumers’ needs or expectations.
If you’re a fitness tech supplier, for instance, and you notice a spike in complaints centered on the interface quality of your latest outdoor pursuits watch, you can quickly notify your product team about the specific issues resulting in complaints.
By providing this level of consumer intelligence, a report on customer service essentially becomes a vessel for overall organizational improvement. It’s true that your CS department is your main point of consumer communication or resolution. But it’s vital to understand that it’s also a vessel for invaluable frontline information.
Armed with dynamic information, your CS department will become a valuable hub for organizational intelligence, helping you improve your communications, marketing messaging, and the products you develop, sell, and promote.
Customer Service Reports Examples & Templates
We’ve looked at the what and why of customer reports, and now we’re going to explore the primary customer service dashboards associated with an organization’s various CS-based activities.
1. Customer Service Team Dashboard
In this day and age, to provide an exceptional standard of service, you must exceed customer expectations.
**click to enlarge**
This first customer service report sample hones your team’s overall performance on a daily and monthly basis by focusing on response time and individual agent performance all in one centralized space. Your team’s performance is vital to the success of your entire operation and this BI dashboard will help you make valuable contributions toward driving your organization forward.
- Average response time: To enhance your customer satisfaction level and productivity rates, keeping your average response time to a minimum is a must. This particular KPI measures the time right from the moment a customer makes a call to the moment an agent responds. This along with other related service desk KPIs offer an excellent insight into your overall CS performance levels.
- First call resolution: The First call resolution rate gives a clear indication of how successful your team is at solving an issue upon the first contact. An improvement in this area might increase your call handle rate, but it will have a minor impact if your first call resolution level has improved.
- Top agents: Staff satisfaction and morale are perhaps one of the most vital drivers of positive customer support performance. By tracking this metric over several months, you’ll be able to identify which of your agents can benefit from additional support and training and which agents you should reward and recognize.
- The number of issues: By understanding the volume of incoming calls and queries coming as well as the nature of each inquiry, you’ll be able to make informed staffing decisions to cope with demand at particular times while improving your strategy to meet the needs of your customers.
2. Customer Satisfaction Dashboard
Customer satisfaction remains a number one priority for today’s businesses as it translates to an increase in brand loyalty and in many cases, an increased spend per customer.
Focused on all primary aspects of customer satisfaction, experience, perception, and retention, this particular example will help you keep your consumer happy, engaged, and loyal to your business.
- Net promoter score (NPS): Your NPS is critical to your entire operation because it shows the perception of your support levels by the public. Essentially, it determines how likely someone is to refer you to their peers. On a scale of 1 – 10, and based on their scores, customers are either considered promoters (9-10), passives (7-8), or detractors (0-6). By improving your NPS score, you’ll ultimately see an increase in growth and loyalty.
- Customer effort score: This is a particularly critical KPI as it gives you a glimpse into the standard of your overall customer experience offerings. By understanding the elements of your customer experience that are letting your company down, you’ll be able to make vital improvements and in turn, grow the company.
- Customer retention: As mentioned, customer retention is essential to the success of your organization. By setting a retention rate target and working towards it, you’ll improve your brand image and expand your customer base over time.
3. Customer Support KPI Dashboard
Regardless of your CS role or level of seniority, there’s always room for improvement.
That last customer service report template is heavily populated with information and tracks a host of indicators that are common to a helpdesk dashboard in addition to customer satisfaction or even a customer service dashboard . With a wealth of invaluable insights available on one easy-to-navigate platform, this dashboard offers managers all the support information they need at a glance with the option to drill deeper into individual performance indicators and insights.
- Service level: This particular metric calculates your capacity to complete the standards confirmed in the service level agreement (SLA) you provide to your customers. This KPI is important as it showcases your commitment to delivering on your promises and will help you identify ways in which you can improve your overall standards.
- Customer support vs revenue: A priceless support metric, this KPI helps you to calculate how much the support costs are in relation to the total revenue. If you can provide incredibly high standards of service for decreased costs, commercial growth and increased revenue are inevitable. This KPI will help you gain the insights you need to achieve this goal.
- Customer satisfaction: A satisfied customer lies at the beating heart of every successful organization. By getting a tangible gauge of what your customers currently think of you, you’ll be able to make improvements in the areas that matter most.
4. Customer Retention Dashboard
It’s no secret that retaining existing customers is more cost-effective than attracting new ones. And given the fact that loyal customers spend an average of 67% more than new consumers , investing in your retention strategies and activities will prove essential to your success.
As one of our most valuable service reports, this dynamic customer retention dashboard is designed to sustainably improve your consumer retention rates.
Visually balanced and featuring charts, graphs, and visualizations that offer at-a-glance insights into retention-centric progress and trend-based insights, this report is a go-to resource for companies across industries.
Here, you will find everything you need to benchmark your success in specific customer retention-centric areas while identifying potential strengths and weaknesses—a visual vessel for CS success.
- Customer churn: This sales KPI also plays an essential role in customer retention, as it helps you understand which portion or percentage of your customers have stopped using your business or service over a set timeframe. Here, you can identify peaks or troughs in your customer churn rates, pinpoint potential loyalty issues, and create targeted strategies to reduce them.
- Net retention rate: Your net retention rate is important as it gives you a deeper insight into new vs. repeat customer churn rates while calculating new product or service cancellations over a set period. By tracking the net retention rate consistently, you will be able to make valuable tweaks or improvements to your service or customer experience journey.
- Revenue churn: This revenue-focused KPI will help you track, monitor, and measure the percentage of revenue your business has lost from your existing customers. Here, you can trace trends, pinpoint where the revenue loss came from (a product cancellation or service downgrade, for example), and make strategic refinements to reduce your revenue churn rates consistently.
- MRR growth rate: Your MRR (monthly recurring revenue) is another essential metric. It will tell you how your retention rates are affecting your bottom line over a set period. In turn, you will gain a clear understanding of what might be affecting your MRR and tackle the issue head-on.
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter, V.P of British Airways
5. Agent Talk Dashboard
Despite the ever-growing number of channels available to today's customers, many people still like to communicate the 'old-fashioned' way - via the telephone.
The quality of your calls counts - and this talk-centric customer service report will tell you all you need to make your telephone-based communications more impactful and efficient based on four key areas: unsuccessful inbound calls, general efficiency, agent activity, and conversation quality.
This insightful Zendesk dashboard will give you the tools you need to answer more calls and resolve more complaints within a specific time frame without compromising on service quality. By using this customer service report example as your talk-based informational North Star, you will improve the success of your CS offerings exponentially, improving your brand reputation in the process.
- Answer time: This most telling metric will give you an accurate gauge of how long it takes your agents to answer calls. By tracking this KPI consistently, you will gain an understanding of exactly how efficient your call system is and pinpoint any potential weaknesses so you can make targeted improvements.
- Leg talk time: This particular customer service analysis example is based on how long it takes your agents to provide a resolution during a customer call. Each leg refers to a different stage of the service or sales cycle, providing you with targeted information that will empower you to make improvements or agent support exactly where it’s needed.
- Unsuccessful inbound calls: Presented as a digestible bar chart, this KPI tracks how many customers calls fail to connect or get picked up within a specific period, as well as the primary reasons why. Gaining access to this level of detailed service information will empower you to understand where your service is failing most and dig deeper into the issue, improving your overall customer experience offerings in the process.
- Quality rate: The quality rate KPI measures the general quality of your call center. Essentially, the quality rate is the percentage of calls that receive good-quality reviews based on the total number of conversations. Setting a realistic benchmark will give you a continual gauge of your call center’s result, empowering you to respond to any dips in quality quickly, preserving your service offerings as a result.
6. Customer Service Quality Dashboard
When it comes to customer service analysis, monitoring the overall quality of your efforts will ensure you remain responsive, progressive, and efficient across the board. It’s not only important to be responsive in today’s competitive digital landscape – you must also be able to provide consistent resolutions to a variety of requests or issues with clarity and confidence. That’s where this effective customer service report template comes in.
Featuring a dynamic mix of customer support analysis metrics, our customer service quality dashboard is designed to monitor your ongoing progress across your most engaged service channels, including email, telephone, online chat, and social media. Here, you can track integral trends or patterns in real-time and gauge your abandonment and resolution times and costs.
- Average resolution time: This customer service analysis report metric quantifies the length of time, in minutes, your service team takes to tie up consumer issues or requests. The reason this metric is so effective is that it takes standard as well as more specialist requests into account, offering an accurate weekly average. If you notice that your resolution times are dwindling, you can drill down into the issue and take targeted measures to streamline your processes for specific service channels.
- Cost per resolution: Often featured within a customer service weekly report template, this service metric will tell you how much it actually costs to solve your consumers’ requests or issues. It’s possible to break this information down across specific channels and pinpoint the driving factors behind cost fluctuations. The aim here is to have lower costs and higher satisfaction rates by getting to the root of the problem swiftly. Rising costs could be related to platform licensing fees, inefficient team structures, or poor internal communication. You can uncover the issue and solve it.
- Total & solved tickets by channel: This telling visualization will give you a balanced insight into your overall ticket status. Segmented into different service channels, it’s possible to keep your customer service reporting structure efficient while getting to grips with your service capacity and limitations. If you identify any dips or irregularities in your ticket handling success, you will be able to find out the reason why and get your weekly service strategy back on track.
- Abandon rate: This essential service quality metric will give you an ongoing appraisal of how many people give up on a service interaction without having their issue solved. If you notice a spike in these numbers, immediate action is required. Using this visualization, you can understand whether issues like service backlogs, clunky resolution processes, or poorly trained agents are driving your numbers up. Armed with the right knowledge, you can get your service levels back on track quickly.
13 Top Tips for Customer Service Data Analysis
While CS insights are priceless to any modern organization regardless of its industry or sector, due to the colossal volume of information available on a daily basis, creating and managing it effectively can prove to be challenging.
Here, we’re going to share 13 essential tips for effective customer service data analysis.
1. Create a detailed report plan
To generate the best possible service report, you have to create a solid customer-facing plan. You need to understand the scope of the data that you are going to report on and the roles of the stakeholders involved (from front-line reps to service development executives, communications specialists, and beyond). Creating a draft to ensure you have all the steps covered beforehand will save you a lot of time later on. With the help of a BI reporting tool , you can look at the bigger picture and identify what kind of report you are going to generate (more on that below), who are you going to address, and what is your end goal. Preparation and planning are key factors in creating a stable and gainful report practice, and you should not skip this step.
2. Structure your reports based on the end-user
Depending on whether you selected KPIs for your support team, departmental or C-level manager, structuring your data is of utmost importance. Who will use the customer report is the baseline of your report creation. This is also closely connected to selecting the right metrics (more on this below) as the team leader won’t collect and analyze the same metrics as the support agent, but focus on the team’s performance, for example, to be able to provide necessary training and ensure stable processes. Using a comprehensive online dashboard , you can monitor performance indicators related to your top agents, the number of issues, or the first call resolution time automatically, streamlining your customer service data analysis efforts in the process.
3. Use a mix of real-time and historical data
When you’re working with a customer support report template, it’s also important not to pigeonhole your analytical efforts. What we mean here is that you shouldn’t only work with one set of insights (only real-time metrics, for example). To get a well-rounded view of your service progress, capabilities, and strategy, it’s vital to explore both real-time metrics and historical insights. Taking this balanced approach will ensure you can respond to emerging issues swiftly while uncovering past patterns or trends that will help you formulate efficient service strategies across all key communication channels.
4. Choose your KPIs
Each business is different and insights that might prove particularly useful to one organization might not be the same for another. However, selecting the right KPIs for your business in a collaborative capacity is essential to the reports’ success. The average response time, for instance, will tell you how long it takes for an agent to respond to a customer call. If you respond swiftly and diligently, your brand image will remain positive, and the customer will certainly not complain. On the other hand, if you put them on hold for a longer period of time (more than a minute), the probability that they will hang up significantly increases but also the potential to harm your reputation.
Once you’ve identified the information that will help you enhance your CS offerings the most, you will be able to set up a visual data dashboard customized to your needs, goals, and objectives. To ensure that you get optimum value from certain metrics, you should set measurement time parameters that will give you a comprehensive snapshot of averages and trends. It will also give you the most accurate view of your CS data. That brings us to our next point. If you want a complete guide on how to choose the right indicators for your business, take a look at our KPIs vs metrics post!
5. Monitor and analyze your data regularly
To ensure your CS analysis report provides invaluable quality and the best possible insights, you need to regularly monitor and analyze your findings. To create a sustainable customer KPI report, utilizing modern software and online data analysis tools such as datapine will make sure your data is up to date and valid in any given situation.
By monitoring your information in real-time and graphically representing data through a series of charts you can easily manipulate and drill down into bits and pieces that would, otherwise, remain hidden. The analytical part is one of the most important steps you need to perform in order to successfully build and maintain a profitable strategy.
Through logical analysis, you will be able to meet your customers’ needs at every stage of their journey and provide a seamless service across every channel or touchpoint.
Customer reporting isn’t just collecting numerous data, but analyzing the numbers and answering important questions. If you do that, you will take your customer service offerings to the next level.
6. Use a balanced mix of service KPIs
Once you’ve established your goals, selected your most valuable KPIs, and put everything together with the help of a dashboard generator , your customer service analysis success will boil down to drilling down into the right information at the right times.
Armed with a dashboard that consolidates all of the most important data from your CS department, you will be able to regularly monitor a wealth of insights. However, if you want to extract maximum value from your data, it’s vital to work with a balanced mix of metrics . This will give you a clear indication of how valuable your existing analytical reports are in a practical context.
When we say you should use a mix of KPIs, we mean tracking:
- Historical data
- Real-time data
- Predictive data
For balanced and progressive analytics success, it’s essential that your metrics and visualizations work together to display insights that paint a picture of past trends of performance (for comparison), real-time activity (to adapt and respond to challenges as they happen), and potential future patterns (to create strategies that nip possible issues in the bud or capitalize on potential opportunities).
7. Tell a story with your data
As humans, we digest information far more effectively when it’s presented in the form of a story or narrative.
When interacting with your customer service report data, it’s important that you arrange your visualizations, KPIs, and metrics in a way that is logical and tells a story.
Doing so will provide accessible insights into how you are performing in key areas of your customer operations while giving everyone in the department the tools to use that data to improve their individual progress while communicating more effectively.
Our definitive guide to data storytelling will tell you all you need to know to get started.
8. Create customer profiles & personas
As mentioned, even when you’ve collected your customer service data, developed your reports, and started using them, you must regularly assess and refine your analytics efforts.
To put your data into a real-world context and ensure your metrics remain relevant, creating (and updating) customer profiles or personas is a valuable activity.
A customer profile or persona is a representation of your ideal target customers and consists of a description of their needs, wants, and pain points while outlining essential demographic information, including:
- Name (to humanize your customer profiles)
- Family situation
- Preferred communication method
- Level of digital literacy
By creating a set of customer profiles or personas, you will better understand your data and ensure the metrics you’re tracking are still directly relevant to your strategy. Customer profiles will also help you humanize your data and make more effective analytical decisions as a result.
9. Segment your customers
Concerning your business’s more customer-facing activities, by segmenting your consumers into distinct groups, you will be able to understand their needs, preferences, or issues on a deeper level, improving the quality of your communications as a result. You can use your customer personas or profiles to do this.
For example, by working with your customer support and satisfaction KPIs, you can segment your customers based on whether they are new or repeat customers, their service or product preferences, or the nature of their issues.
Doing this will empower you to dig deeper into your most relevant data and create initiatives that will ultimately improve the way you tackle service issues as well as the standard of experience you offer your customers.
If you want to dig deeper into customer segmentation with professional analytical methods take a look at our complete guide to data analysis .
10. Map out our customer journey
In the age of information, customer service is consistent with countless activities and functions, many of which cross over with marketing and sales.
The point here is: digitally-driven companies are becoming increasingly cohesive and, as such, departments collaborate on activities and initiatives more than ever.
That said, one of the most effective ways of improving your service department across the board is using your various dashboards to develop a customer journey map.
A customer journey map provides an outline of how a customer might interact with your brand from start to finish. By developing a map using your customer data, you will be able to understand which channels or touchpoints need attention and where possible bottlenecks or issues might arise.
You should examine your KPIs across every key function (from support performance to retention) to create your customer journey and highlight where you need to focus your efforts. When you share this data with your sales and marketing decision-makers, you can all work together to develop a journey that is rich, rewarding, and seamless from start to finish using informative, reliable insights as your guide.
11. Perform sentiment analysis
The best customer service reports templates will give you the ability to drill down into sentiment analytics. This savvy approach to service strategy is a branch of natural language processing (NLP), and it will help you gain a greater understanding of your audience. Using a sentiment-based approach will empower you to understand whether a consumer interaction is positive, negative, or neutral.
Sentiment analytics is based on text-centric interactions including feedback, testimonials, reviews, forum interactions, and social media comments or conversations. Mining for these insights will uncover a wealth of intelligence that you can use to your service-boosting advantage.
Gaining this level of intelligence will help you improve your service content and communications while getting a firm grip on how your brand is perceived by your target audience. In turn, you will be able to take consistent measures to keep your satisfaction rates high.
NLP will present your business with a huge competitive advantage, learn more about it in our BI trends blog post for 2023!
12. Automate your report generation
Not only will automating the generation of your reports save you time and boost your efficiency; it will also help you streamline the core aspects of your customer service strategy. Automating your service reports will give you the space to focus on rolling out targeted strategic initiatives like service training workshops, curating personable and engaging helpdesk content, and updating your resolution processes while keeping up to date with essential trends, patterns, or information. As a result, you will create a service analytics ecosystem that will see your department thrive in the long term.
13. Share your report and derive actionable insights
Submitting your results via scheduled, automated emails or sharing an interactive dashboard will cut the time needed to generate, consolidate, and export numerous data points you might have. Sharing information is another important aspect of creating and managing customer support reports. To be able to fully focus on what is crucial in your reporting process, you can benefit from automated reporting that way you won’t need to spend numerous hours on exporting spreadsheets or preparing presentations, but your data will be immediately accessible while you can focus on what matters the most: actionable insights.
These were some basic tips on how to create a successful customer service analysis report and improve your bottom line.
Customer Service Performance Mistakes To Avoid
At this point, you know what elements make a solid customer service reporting structure. Now, it’s time to look at which mistakes you should avoid at all costs.
1. Not measuring performance with KPIs
Without a doubt, customer service is one of the most performance-driven departments of any modern business.
When you’re looking to develop your efforts, measuring performance matters. There’s more to CS development than a happy or unhappy customer alone. There are several factors that can influence the success of your communications across channels. And without using visual KPIs to benchmark and quantify your performance in these key areas, it’s unlikely that you will ever meet your customers’ needs fully.
Choosing KPIs targets based on your specific customer service goals will ensure you have the information you need to nip any potential service issues in the bud while enhancing your communications across channels. Without this information, all you will ever do is shoot in the dark and provide an average service, falling behind your competitors in the process.
If you’re looking to improve your overall call efficiency, you will use the talked metrics we covered earlier, for example. And, if one of your core aims is to improve the quality of your products, you should focus on KPIs that show specific customer complaints over a certain timeframe.
2. Not measuring every channel
If you only hone in on customer support reports metrics based on phone or online chat or email, for instance, you will never achieve a cohesive, well-rounded, and fully-operation customer service strategy.
Many businesses fail to explore every strand of relevant data across all communication channels, meaning that their overall service quality or NPS scores suffer. To meet your customer’s needs across the board, it’s vital that you explore metrics across any potential customer service channel that your consumers use to engage with you.
Today, customers branch out to businesses via social media, mobile apps, YouTube comments, email, third-party feedback platforms, online chat, telephone, and more. So, track data across every channel to ensure your efforts continue to evolve with your customer base. Fail to do so, and you will fall behind your competitors.
3. Not getting buy-in across the business
Setting accurate service benchmarks is vital to ensure you’re consistently performing at optimum levels. But without buy-in from the top or other seniors across departments (sales and marketing are strongly linked to CS), your customer service reporting goals will become seriously stunted.
To avoid getting your data-driven efforts quashed by the C-suite, you must build a case for your customer service performance reporting tools and strategies by building a compelling case on your existing service issues, explaining how working with cutting-edge report templates will help solve them.
Work to get buy-in early on, and you will reap the maximum rewards of customer service performance reporting.
4. Not involving everyone in the department
A customer service report format is only ever as effective as the people using it. To maximize the success of your analytical efforts, you must empower everyone within the department, as well as any relevant sub-departments, with the right level of access, training, and knowledge to squeeze every last drop of value from your reports.
Not providing adequate training, workshops, and department updates will cause confusion, dilute your efforts, and offer a poor return on investment (ROI) for your efforts.
5. Not testing, tracking, and evolving your strategy
To ensure your reports are 100% consistent, relevant, and valuable, you must periodically check in with certain aspects of your service reports to ensure the insights being served up are really benefiting your business. Without frequently testing and tracking your reports, you could start to suffer from inaccurate information that will lead you down a brand reputation-crushing rabbit hole. Regularly test your reports, and you’ll keep those satisfaction levels at a consistent peak.
Key Takeaways Customer Service Reporting
In today’s hyper-connected digital world, customer service counts. In fact, this year and beyond, customer experience (CX) and service are set to become the number one brand differentiator, surpassing both price and product in terms of business value.
Meeting your customers’ needs and pain points head-on is no longer a luxury, it’s essential — and a customer service report will help you get there.
By using the unrivaled power of these reports to your advantage, you will become more productive, strategic, insightful, and approachable.
The result? A reputation for customer service innovation that will not only help you stand out in your niche but accelerate the growth of your business.
With the help of cutting-edge dashboard software , you can develop dashboards that will let you dive deep into analysis and track essential day-to-day activities as well as performance metrics that will set you apart from the pack, one initiative at a time.
We have explored essential types of service reports, outlined the benefits, and shared tips on maximizing the value of your business’s most essential insights. Now, it's your turn!
To unleash the business-boosting power of customer service reports, try our 14-day free trial today .
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Customer Service Reports
- Customer Service Reporting
B2B and B2C companies rely on data in almost every aspect of their business, including customer service. Thus, it is crucial to have a clear understanding of client interactions with your business, to maintain and deliver quality customer service. That requires access to the appropriate data – this is where customer service reporting comes into play.
What are customer service reports?
Customer service reports take the raw data and transform it into statistics and key performance metrics, providing a comprehensive overview of all customer service requests. Therefore, enabling your business to;
- keep track of the trends,
- identify improvement areas,
- effectively plan schedules and workload of the support teams,
- improve their service offerings.
Why are customer service reports important?
Consumers have become more connected, empowered, digitally savvy, and much more demanding in terms of service quality expected from brands. If you fail to satisfy their needs and deliver poor customer service , they will quickly opt for your competitor. Therefore, companies need a comprehensive overview of their customers across multiple touchpoints to immediately improve their customer service offerings.
Customer service reports enable a business to make more informed decisions based on accurate insights rather than making assumptions. Not only does it contribute to improving overall customer satisfaction levels, but understanding service reports can also help managers achieve better workforce management, effectiveness, and productivity of their customer service teams.
Benefits of customer service reporting
Customer service stats and metrics allow businesses to measure their performance and efficiency. Thus, having access to such data, your business can;
- understand which support channels your customers prefer to use to engage with your business,
- see whether you have enough staff to deal with the support volume effectively,
- know if your support team is meeting SLAs (service-level agreements),
- manage and customize your support workflows to ensure your customer service team operates at its best,
- monitor and optimize the individual agent’s workload to avoid burnout or under-utilization,
- identify your best-performing agents and reward them accordingly,
- spot your low-performing agents and provide relevant training to enhance their productivity,
- discover your support inefficiencies and make data-based decisions to improve them,
- gain deeper insights into customer perception,
- make sure you meet customer expectations,
- make your service department more cost-effective and more valuable.
Customer service report examples
Each customer service software provider may offer different types and reporting capabilities. Below are some of the most common examples of customer service reports used by managers, team leads, and supervisors:
Call detail reports
Call detail reports (CDR) are one of the most used call center reporting options. These reports capture various call details, such as time in queue, call duration, escalations, the cause of escalations, the outcome of the interaction, etc.
Multi-channel customer service solutions typically offer channel usage reports with detailed information of every communication channel, such as emails, calls , live chats , contact forms, feedback forms, and social media messages. As a result, you can view the most preferred channels by customers.
Service Level Agreements (SLAs) provide an effective way to manage customer expectations by setting clear targets for responding to support requests. Moreover, SLA reports enable you to easily view if your support team is meeting your SLA policies.
Agent activity reports
Agent activity reports show information such as the time agents logged in, breaks, and volume of tickets/calls/chats they answer within that time range.
Large corporations often benefit from using department reports since they display precise performance information about each team.
Agent productivity reports
The agent productivity reports include the number of opened and answered tickets/calls/chats, the average speed of answers, average talk times, etc. As a result, the reports help managers identify top and bottom performers quickly.
Time tracking reports
Time tracking reports allow your business to track the time agents spent supporting customers. Thus, your managers can evaluate the performance of each agent. The whole process is automatic, and the time tracking starts once the agent is actively working on the case.
Agent ranking reports
Agent ranking reports show how customers rate agents and the overall quality of service interactions. Thus, it enables managers to learn more about agents to identify best reps, spot negative trends, and take actions when needed.
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Frequently Asked Questions
What is customer service reporting.
To put it simply, customer service reporting takes the raw data and transforms it into statistics and key performance metrics.
Customer service reports enable a business to make more informed decisions based on accurate insights rather than making assumptions. Not only does it contribute to improving overall customer satisfaction levels, but understanding service reports can also help managers achieve better workforce management, effectiveness, and productivity of their customer service teams.
What are the benefits of customer service reports?
By having access to and analyzing data from customer service reports, you can: identify best-performing agents, monitor and optimize agent workload, gain customer insights, customize support workflow, and identify lower-performing agents.
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How to create a customer loyalty program
Customer loyalty programs are crucial for businesses, providing tangible benefits and improving customer retention. They increase profits and engage customers, with examples including Amazon Prime and Starbucks Rewards. Loyalty programs offer various types of rewards, should be easy to use, and engage customers through multiple channels. Pitfalls to avoid include expired points and unavailable rewards. The success of a loyalty program can be measured through customer retention rate and satisfaction scores. Small businesses can also benefit from loyalty programs, such as customer loyalty cards and online registration.
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Customer Service Metrics: 2023 Guide + Free Template
Customers expect to get support wherever they look for and they expect it fast. To keep up, track the customer service metrics that matter.
Customer service metrics enable companies to track their support efforts in an on-demand, multi-platform world. Plus, k eeping tabs on your customer service metrics is an important way to measure the overall health of your brand. Happy customers make repeat purchases, reduce the load on your customer service team, and increase the reach of your brand through positive word of mouth.
Keep reading to find out how to efficiently track customer success and satisfaction, and help your team stay on top of all things customer service.
Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.
What are customer service metrics?
Customer service metrics are a set of key performance indicators used to measure the performance, quality, and efficiency of a business’s customer support efforts.
Tracking common metrics for customer service allows a business to allocate necessary resources, understand which channels customers use, and identify recurring issues or bottlenecks in the support process.
Customer service metrics are also used to measure client satisfaction. This includes direct feedback from customer surveys or polls, and also reports that calculate how long it takes for tickets to be resolved.
18 customer service metrics to track in 2023
Here’s a breakdown of the top customer service metrics that matter.
1. Net promoter score (NPS)
Your Net Promoter Score measures how likely your customers are to recommend your company to others. It’s one of the most important customer engagement success metrics. Only those customers who are on good terms with your brand are likely to recommend you to others.
To measure NPS, send a short survey to customers after a purchase or customer service interaction. Ask them one simple question: How likely are you to recommend the brand? NPS is usually measured on a scale of 1-10, but some use a five-point scale instead.
Source: Shaw Mobile text survey
To measure NPS, subtract your percentage of detractors (those who would not recommend your brand) from your promoters (those who would). Leave out those who fall in “maybe” territory—these people are considered “passives” and don’t impact your score.
NPS = Percentage of promoters – Percentage of detractors
2. Customer satisfaction score (CSAT)
Like NPS, CSAT involves asking your customers a simple survey question. However, in this case, you just ask them to rate their experience.
So, instead of asking whether they’d recommend you, you’re just asking how satisfied they are with you. This is one of the most valuable customer service success metrics. It encapsulates the entire customer service experience in one response.
You can send an NPS survey either after a purchase OR after a customer service interaction. For CSAT, it’s most common to send the survey after a customer service interaction only. You can use a numeric scale, or get creative, like Booking.com did in this CSAT survey:
Source: Booking.com email survey
To calculate CSAT, divide the number of positive scores on your survey by the total number of replies. Multiply by 100 to get the percentage.
CSAT = (Number of positive scores/Number of replies) x 100
By the way, Hootsuite Inbox can automatically send CSAT surveys after each customer service interaction and automatically pull the results into Hootsuite Analytics for easy analysis and reporting.
Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite’s Inbox today.
3. Customer effort score (CES)
This is another metric determined by a simple survey. At first, the survey question looks very similar to that for CSAT. But in this case, rather than asking how satisfied the customer is with the service, you instead ask how easy it was to get the service they needed.
Source: TurboTax email survey
This gives you a good sense of how well your customer service program is set up. Where CSAT measures the success of a specific interaction, CES measures the ease of accessing support in the first place.
Hint: Offering customers support on all the channels where they expect it is a key way to improve CES. Hootsuite Inbox is a great tool to manage customer support across all social channels, keeping customers happy and boosting your CES.
The formula for calculating CES is the same as for CSAT—it’s just that the survey question addresses a different aspect of customer success. So to calculate CES, divide the number of positive scores on your CES survey by the total number of replies. Multiply by 100 to get the percentage.
CES = (Number of positive scores/Number of replies) x 100
4. Support ticket categories
For companies that organize their support tickets by type of issue, it’s important to keep tabs on which problems arise most often. If your CES is high, analyzing which categories receive the most volume can help you identify where customers exert the most effort.
Support ticket categories may include:
- Sales question
- Technical issues
- Product availability
Traffic, page views, Frequently Asked Questions pages, and help articles offer another way to measure where customers require the most assistance.
5. Ticket volume
In addition to tracking which issues come up most often, it’s just as important to keep an eye on the volume of tickets you receive over time.
Suppose the number of tickets you receive is on the rise—especially in a specific area. In that case, it may be necessary to revisit communications strategies, help articles, or even policies and operations. It’s also crucial for managers to be aware of how much pressure their support teams are under, so they can provide necessary assistance before burnout becomes a problem .
How do you calculate ticket volume? Record how many tickets you receive at regular intervals: day by day, week by week, or month by month. For visual analysis, plot these results on a line graph (like we do in our customer service report template, which you can download here ).
If you notice spikes, try to pinpoint what may have caused them, such as product releases, global events, or even a social media crisis . That way you can devise plans and better allocate resources in the future.
6. Customer retention rate (CRR)
A customer retention rate measures the number of clients a company retains over a select period.
This metric is vital for companies that provide a regular or subscription-based service. Depending on the industry, companies may record retention rates weekly, monthly, quarterly, and annually.
To calculate customer retention rate, you’ll need to record:
S = Number of customers at the start of the period
E = Number of customers at the end of the period
N = Number of customers added during the period
With that information, calculate customer retention rate with the following formula:
[(E-N)/S] *100 = CRR
For example, say you have 100 customers at the start of your timeframe (S), 90 customers at the end of the period (E), and you added 15 customers (N). Your customer retention rate would be 75%.
7. Churn rate
Remember: Good customer service is about building long-term relationships with customers. Churn rate measures the percentage of your customers that leave your brand versus those that stick around.
Customer churn rate is measured for a specific amount of time. The most common timeframes are monthly, quarterly, and annual.
To measure churn rate, take the number of customers you lose over the period and divide it by the total number of customers you had at the start of the period. Don’t include new customers acquired over the period in your equation, since that will skew your results.
Churn rate = (Customers lost over a period/Customers at the start of the period) x 100
You can also compare churn rates for different segments of your customer base to see if some products or product bundling strategies are creating greater customer success than others.
Source: J.P. Morgan Global High Yield & Leveraged Finance Conference presentation by Jean-François Parent, Vice President and Treasurer, Quebecor Inc., QMI and Videotron
8. Customer acquisition cost (CAC)
Customer acquisition cost tracks the average amount of money spent on sales and marketing to obtain each new customer.
This metric provides a partial way to track the ROI of social media, marketing, and sales teams. In an ideal situation, as teams scale their efforts, CAC should go down, and ROI should go up.
The formula for CAC is straightforward: The amount spent on sales and marketing over a given period divided by the number of customers acquired in the same timeframe:
CAC = Sales and marketing spend / customers acquired
For example, if you spent $10,000 on sales and marketing and acquired 20,000 customers, your cost per acquisition is 50 cents.
A lower amount is a better result—but it could also mean you have a low sales and marketing budget. That’s why it’s essential to view this figure in tandem with customer service satisfaction metrics and growth and performance results.
9. Customer lifetime value (CLV)
Customer lifetime value is a measure of how much you can expect to earn from a single customer over the entire lifetime of their relationship with your brand.
CLV that’s higher than the average initial purchase means that customers make multiple purchases from your company over time. That indicates a healthy brand relationship and great brand loyalty.
In order to measure CLV, you’ll need to have a few data points about customer behavior.
CLV = Average purchase value x Average purchase frequency x Average customer lifespan
For example, one research analyst estimated Amazon’s customer lifetime value as $2,283 from Prime members and $916 for non-Prime members.
This is also an important metric for understanding how much you can afford to spend on social media advertising to acquire a new customer.
10. Recurring revenue
Recurring revenue is another way to measure how many of your customers are sticking around. It can also give you a sense of whether people are upgrading or downgrading their recurring level of spend.
You can measure recurring revenue on any time period that aligns with the renewal/notice period for your subscription products or services. The most common options are monthly recurring revenue (MRR) and annualized recurring revenue (ARR).
To measure MRR, multiply your number of active users by the average monthly revenue per user.
MRR = Number of active users x Average monthly revenue per user
11. Expansion revenue
The recurring revenue metric above measures how much you’re bringing in on a recurring basis. Expansion revenue measures how much revenue comes from upgrades, premium products, and so on. This is a great measure of customer success because it indicates customers are willing to spend more than the basic amount required to access your service.
To calculate expansion revenue, tally all the revenue brought in from add-ons, upgrades, and so on.
To calculate expansion revenue per user, divide the total by the number of users.
Expansion revenue per user = Total revenue from adds-ons and upgrades/Number of users
12. Revenue contraction
Revenue contraction is the opposite of expansion revenue. In this case, you’re measuring how much revenue is lost from downgrades. This is similar to churn in that it indicates people are not seeing success with their premium plans.
Churn measures how many customers you lose entirely. Revenue contraction measures how much income you lose from customers who stick around but downgrade their plan.
One interesting example of revenue contraction comes from streaming services, many of which have recently introduced ad-supported lower-cost plans. Research from analysis company Antenna shows that downgrades from an ad-free plan represented 29% of new additions to the ad-plan offering over the first 13 months.
Keep in mind that while HBO MAx loses subscription money from these downgrades, they gain ad revenue. So it’s not a straight income loss. But it is still a good measure of the value customers place on premium versus basic plans.
To calculate revenue contraction, tally all the revenue lost from downgrades. To calculate contraction per user, divide the total by the number of users.
Revenue contraction per user = Total revenue lost from downgrades/Number of users
13. Average revenue per user (ARPU)
If you don’t have a subscription model, you don’t necessarily have recurring revenue. But it’s still important to keep an eye on how your average customer spend is changing over time. Customers who are experiencing success with your brand will generally spend more, while those who are less satisfied will spend less.
To measure ARPU, divide your total revenue over a period by your average number of active users over that period.
ARPU = Total revenue/Number of active users
Since ARPU is such an important measure of brand health, it often appears in earnings and investor reports.
Source: Meta Earnings Presentation Q1 2023
14. Average response time
Average response time tracks how long it takes for customers to first hear from a support agent — it essentially measures the wait times involved in speaking with your team.
A short reply time is a mark of good customer service, especially online, where customers pretty much expect service on-demand. For this reason, many companies rely on bots to handle initial queries .
There are plenty of automation tools, such as Hootsuite Inbox , that provide average ticket handling time reports.
If you’d like to calculate it manually, use the following formula:
Average response time = Total time taken for first response to customer queries / Number of queries
15. Average resolution time
Average resolution time measures how long it takes for customer tickets to be resolved. For a customer and an organization, the sooner customer issues can be resolved, the better.
If you receive a high volume of customer queries, the more necessary it is to use tools to calculate resolution times accurately. Here’s how to calculate it manually:
Average resolution time = Total time spent on resolved cases / number of resolved cases
16. First contact resolution rate
Another key customer service performance metric is first contact resolution rate. Customers don’t like to be passed from one agent to another. Not only does this reflect poorly on the organization, it also often leads to longer resolution times.
If you have a low first contact resolution rate, chances are you’ll also have a high customer effort score (CES). Especially if the customer is asked to explain their issue more than once.
Like average response rate and resolution time, many platforms automatically calculate this for you. Here’s the manual formula, just in case:
First contact resolution rate = Number of cases resolved with one agent / number of resolved cases
17. Overall resolution rate
Not all cases end with a happy resolution. That’s normal. But a good resolution rate should always be the goal.
Here’s how to calculate your overall resolution rate:
Overall resolution rate = Number of resolved cases / number of unresolved cases
If your resolution rate is low, it’s necessary to do a little more digging—especially if your customer retention rate (CRR) is low as well. Get more granular by looking to see if there’s a specific ticket category that’s bringing your overall resolution rate down and develop relevant solutions.
18. Preferred communication channels
In order to deliver top-rate customer service, it’s necessary to know where customers expect to receive support.
Keep track of the methods and platforms customers use to contact your businesses so you can allocate resources accordingly. For example, if you receive a high volume of support requests on Twitter, it may be time to open a customer service Twitter account .
Free customer service report template
We designed a simple customer service report template in Google Sheets to help you keep track of your customer service efforts month by month. To use or customize this template, go to “File” and “Make a copy” first.
The first tab has a tracker for all your primary and secondary customer service metrics.
The second tab contains a ticket volume tracker, visualized in a line graph where you can easily see which type of tickets you get the most of and identify any rising problem categories or spikes. You can also use this chart to communicate with the product team if, for example, you see spikes in returns, technical issues, or product availability.
The third tab contains all the formulas and definitions you will need to fill out your report, almost like a customer service metrics calculator. Below is a screenshot of the NPS calculator.
Save time on social messaging and improve your customer service metrics with automated responses, smarter workflows, handy surveys, and friendly chatbots — all in the Hootsuite Inbox.
Save time on social messaging with automated responses, smarter workflows, and friendly chatbots — all in the Hootsuite Inbox.
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A Practical Guide to Creating Quality Reports for Customer Service Leaders – Free Template
Quality management 11 MIN READ Apr 13, 2023
Regular customer service reports are crucial for showing your department’s worth. They display and make sense of performance data by adding qualitative context, helping you understand how performance evolves over time. This is important not only for you, as a customer service leader, and your team, but also for other departments to understand and recognize the importance of service for customers.
Read on to learn how to write a customer service report that purrfectly exhibits your support quality.
Skip to your report template
Why you need to create regular customer service reports
First of all, why should you worry about creating reports on your customer support quality?
There is a problem with looking purely at the numbers : they do not provide any context or additional information that could be crucial to understanding how your team is really doing.
You need to ask the initial question: who is this report for?
- For your team to analyze their performance and understand why metrics are tracked.
- For executives and colleagues company-wide to understand the significance of customer service.
Executives or other people in your organization should be able to read a call center report and understand how service quality is (hopefully!) benefitting the company.
Although recognition of the customer support team’s role in company growth is finally shifting, there are still companies who view the support department as a cost center. Proving its worth in meeting customer expectations and fueling retention lies in grabbing attention.
They also help ensure your own team understands the underlying reasons for tracking the metrics and following KPIs. Nearly 85% of employees worldwide are not engaged with their work – and many customer service teams struggle with retaining quality agents. But when you give your team a better vision of performance it’s a catalyst for engagement.
How to write a customer service report in 5 steps
1. start out with your metrics.
You want to create a monthly report that shows your overall support department’s performance, and the purpose is to share with the wider company. What you include in this report would be different to what you would include in a report of an individual agent’s performance, which purpose is to share with their manager.
Decide which metrics to include – aligned with which metrics your team gives priority to. For each metric you should show the month’s result and include a comparison to at least the previous month’s result, as this helps understand if things have improved or not.
The most commonly tracked metrics by support teams*
- 43% track DSAT
- 38% track CSAT
- 36% track IQS
- 30% track FCR
- 25% track AHT
*Taken from our Customer Service Quality Benchmark Report
Customer Support is one area of business that can be spoiled for metrics. CSAT, CES, FRT, FCR, IQS, volume etc. The number of fancy acronyms would put most industries to shame. But picking a small handful that tell the story of what is really important is not easy for that same reason – there are many to choose from. At the same time, these KPIs are the best reflection of what you consider important and ultimately what the team chooses to prioritize, so it does matter a lot.
One way of simplifying it mentally would be to identify 1-3 broad areas that you are currently trying to prioritize and pick KPIs that reflect those. For example quality and speed could mean that to display IQS & CSAT for quality, 1st response time for speed. Keep in mind that if you have “20 important priorities”, you essentially don’t have priorities.
As your report is to be seen and understood by people outside of support, it is important to include all of your tracked metrics and to give an explanation of what they mean. Not everyone knows their FRTs from their FCRs, or their CATs from their CSATs . If you need a little help, we give you license to copy and paste descriptions from our customer service metrics breakdown !
2. Add context
If you got a sneak peek at your engineering team’s performance dashboard, it might look like a foreign language. You see a bunch of numbers and graphs, but could you explain what is going on or understand why a metric has a certain value? Probably not, right?
Make sense of the data by adding qualitative context that tells a story about your team’s performance.
Write a short summary for each metric explaining the result you had. Use dashboards taken from your tech stack for inspiration. For example, Klaus’ dashboard helps you match IQS with CSAT to give more context to each:
For example, if volumes increased largely for the current month, you may have an understanding of why (i.e new product launch, or an outage of your service). Reports allow you to tell a story about the metrics , so the more details you can share, the more aligned your readers will be in interpreting the results.
If your support department is made up of multiple teams, you might want to include a team breakdown for each of your main metrics. This helps to spot both high and low achievers and also allows you to provide context over each team’s roles and responsibilities.
E.g., one team might have lower volume than others, but its function is to work on more complex, escalated cases. Therefore, the lower volume is not as alarming as first thought. Thorough customer support reports will explain this and give the reader the right context for the numbers they see.
3. News and updates
Aside from tracked metrics you can also include any other relevant data in your general quality report such as:
- Any trainings delivered,
- Number of new joiners in the team,
- Which product launches you supported throughout the month.
It can also be a nice touch to inform the company of any major updates within your department, such as promotions or new positions being formed. This all helps bring insight and understanding to your team’s overall performance.
4. Action items
Finally, include action items or what you are preparing to achieve for the following month. This helps the wider company understand what challenges you are facing and gets them looking forward to next month’s report to see how well you have achieved your goals.
But it is also helpful for you, as a leader, to set out your own goals and subsequently receive recognition for your efforts.
5. Finishing touches
Design is a key element to an engaging report.
Keeping it simple, attractive, and easy to read will mean more eyeballs on it! Reading your report should not be a daunting task, so keeping it readable and clear. Lengthy, mundane spreadsheets are a drain to everyone’s day.
Using a template to keep your customer service reports consistent will also help drive engagement. If people are used to the format and the time of its release, they will soon be on the lookout for your monthly reports!
8 ways to create reports people will actually read
- Make it attractive to read. Some people will want more detail than others so have an overview and the opportunity to dive deeper if they want.
- Make it consistent. Choose a day and time to post it each week/month/quarter.
- Have something running through each report so people come back. e.g dog gifs, AI generated poems, a new instalment of something.
- Add new parts every time so people can see that it is evolving and stay interested.
- Include plenty of visuals e.g graphs and charts. It needs to be easy to consume and attractive.
- Add comparisons to the previous report eg. our response time was 43 seconds, +20 seconds compared to last time.
- Do summary reports, for example, we do a monthly one but also summarise the year.
- Make sure to post it where the right people see it, at the right time of day, at the right time of week. If you post it on Friday night, it will be buried on Monday by people who don’t know how to use threads.
How reports showcase your team’s worth
Customer service reports are critical for teams to showcase their value, communicate their achievements, and establish credibility with other departments and executives. Performance and customer insights can inform strategic decisions and allocate resources more effectively.
But to people who do not work in customer-facing teams, customer sentiment can be a black box. And to anyone not in the frontline of support, customer service efforts can certainly too easily go unnoticed or get taken for granted.
What gets measured gets prioritized.
Companies don’t stand to gain anything by leaving the customer support team waiting in the wings. A way to make it easier for the C-suite to better understand their customers is through monthly reporting. Summaries, analysis, and resources should be routinely examined for a company to be truly customer-centric – but it’s on the Heads of Support to put that information in the right hands.
By presenting data and analysis in a visually compelling and easily understandable format, stakeholders are given a direct line to the customer. Decisions about the company’s future direction and priorities are then made with them in mind.
What other customer service reports should I make?
Well, this is really up to you, however you can make recurring reports on:
- Team performance reports Share the individual agent metrics per team. This is useful for the team manager to keep track of their own agents’ performances over time.
- Individual reports Dive deep into an individual agent’s performance. This is useful for the team manager, agent, and trainer to understand where the agent can improve.
- Training reports Report on how many training sessions were held, and what the attendance rate and pass rates were. This is useful to understand your team’s adherence as well as how effective your training is.
- Project reports Say you finished a project that involved updating your knowledge base with the goal of reducing your incoming traffic. Creating a report that explains what you did, and compares the incoming volumes before and after projects completion will provide context to the success and challenges of the project itself.
These are just a few suggestions. Ultimately, if you want to communicate any results to anyone else in the company, clean & clear customer support reports are a great way to achieve it.
Customer service report template
What to read next?
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Creating and Analyzing a Customer Service Report: Tips and Best Practices
Table of contents
There’s more to developing and running a business than simply providing a quality service or a good product. While these things are undoubtedly essential, customers will want more from you or they’ll need help engaging with whatever your business is offering.
Enter customer service.
This department is frequently neglected, but its operation is essential to the long-term health of any business. In fact, Customer Sucess performance is one of the 3 most frequently reported operations, according to Databox’s state of business reporting . The best way to ensure everything is up to code is to create comprehensive customer service reports that will cover important metrics and KPIs. The numbers aren’t everything, however, and you need to both understand them and act on the insights in order to get tangible benefits from a customer service report.
When made correctly, this report will allow you to see how your customers see your business, allowing you to respond to issues you’d have otherwise missed.
One of the biggest challenges with customer service reports is that gathering the data and then collating and synthesizing it can be incredibly time-consuming. Tracking countless metrics — that can change with report types — requires a lot more than a simple spreadsheet. It requires a clear methodology, adherence to best practices, and the use of reporting tools that will make the whole process much easier.
This article will cover:
- What Is a Customer Service Report?
Why Are Customer Service Reports Important?
- 8 Benefits of Using Customer Service Reports
Types of Customer Service Reports
13 key customer service metrics, how to create and use customer service reports.
- 10 Tips for Customer Service Data Analysis
- How to Automate Customer Service Reporting With Databox
What is a Customer Service Report?
A customer service report is a presentation that contains useful and actionable information extracted from customer service data. It allows you to better meet customer expectations by identifying pain points and friction in both customer experience and customer service agent methodology.
At the very least, it needs to contain at least the number of support tickets that entered the queue, the number of tickets that were responded to (per support rep and total), and the number of closed tickets in a given time period. You can track these metrics in an email ticketing system . Thanks to that information, businesses can keep track of trends, identify areas that need to be improved, plan schedules and organize the workload of the support teams, and improve the overall quality of the customer service.
Of course, when examined properly, they can have a broader impact than simply improving the efficacy of customer service. If you pay attention to which aspects of your business customers have the most trouble with, you can improve your products, services, or the business as a whole.
Related : You can track and assess the ability of your customer support agents to respond and resolve customer enquiries in a timely and efficient manner using this support tickets dashboard .
“A customer service report assists us in identifying metrics that help us improve our consumer experience,” says Alan Duncan, Solar Panels Network . “This report has given us more profound knowledge of how your customers see your business. By examining how our clients perceive us regularly, we can respond to any potential business difficulties via the customer service report.
Furthermore, it has aided us in keeping track of consumer complaints to categorize them and make strategic decisions in the future. This report has also taught us the value of improving our best response time. Lastly, this report has assisted us in understanding how to keep our clients by offering excellent customer service.”
Pretty much every business has to deal with increasingly digitally savvy and demanding customers. It’s an inevitable consequence of living in a rapidly growing and digitally connected world. Failing to satisfy customer needs and providing poor customer service will lead to them spreading the news and people turning to competition in droves. A comprehensive overview of customer experience across multiple touchpoints can help alleviate this problem and improve a business’ customer service offerings.
This is where customer service reports come in. They allow a business to make better-informed, data-driven decisions. A well-made and actionable customer service report contributes to overall customer satisfaction. In addition, it can help management better understand the customer service process, leading to higher effectiveness and increasing ROI.
We also asked 38 support pros, from a wide variety of industries (from SaaS and professional services to ecommerce and agencies), how they create their customer service reports. They shared that the top 3 benefits of customer service reports are:
- Improving response time
- Gaining a deeper insight into how the business is perceived by the customers
- Tracking the level and nature of customer issues over time to make informed strategic decisions
8 Benefits of Using Customer Service Reports
As we mentioned, customer service reports provide relevant and actionable information that allows businesses to improve improves the overall quality of customer experience and satisfaction.
Here are the main benefits of using customer service reports:
Motivate Customer Support Staff to Improve
Track the volume of customer service tickets with ease.
- Evaluate and Improve Your Net Promoter Score (NPS)
Identify Which Channels Customers Use to Contact You
Reduce support costs, discover areas for product improvement, identify content gaps, track the quality of the service.
Customer service reports can be used to provide quality feedback to customer service agents, allowing them to monitor their own progress. They can see if they’re falling short of goals and by how much, and identify ways to improve their performance.
They can also be a tool that will motivate the agents to provide a better service to customers and a way to show the results of their efforts, helping them in their career development.
No matter how friendly and helpful service agents are, if customers have to wait for a long time for their call to get picked up, or even days for a response to their email, their soft skills and expertise won’t be worth much. You need to set achievable goals for your staff that will hit the right speed-quality balance and keep your customers happy.
Customer service reports can help a business track how many tickets come in and how many get resolved. This allows management to determine if scaling the customer service team is necessary.
Evaluate and Improve Your Net Promoter Score (NPS)
Net promoter score is a customer satisfaction metric that is focused on referrals. The increased number of promoters enables you to expand your business and improve your loyalty rates.
Loyal customers mean that your business has better and more consistent revenue and, since they act as brand ambassadors, that it will experience steady growth.
If you include the net promoter score into the reports, customer service managers will be able to determine how negative, neutral, and positive customers (aka detractors, neutrals, and promoters) affect your bottom line.
This is an important part of the customer service strategy. You need to be present at the right channels in order to ensure your customers are satisfied. If your call center is swamped with calls while your social media response team is twiddling their collective thumbs, you need to redistribute the workforce or customer satisfaction levels will drop.
Thanks to customer service reports, you can calculate the number of agents you need to cover each channel and when.
You can also make your customer service department more cost-efficient by reducing support costs, and by using efficient customer service software . Optimizing processes and improving the quality of the service with the lowest costs possible is important for the long-term success of any department, and customer support isn’t any different.
The agents need to be well trained and efficient while their schedules need to be optimized in accordance with the greatest need for customer service. A report can let you know exactly how the department is doing at a glance.
Related : From 3 Hours to 17 Minutes: How Databox Reduced Chat Response Time in One Week
If you receive a large number of customer support tickets regarding a particular product or a service (or a feature), that might be a sign that said product or service is lacking in some way.
Customer service reports with this type of information can help the product development department create better products or improve the existing ones; marketing can develop better messaging and sales can minimize or eliminate any miscommunication when it comes to the pitch.
Since customer support is probably the first department to learn about these kinds of issues, it can provide an early warning and invaluable insight that will benefit the rest of the company.
The information your agents can provide is dependent on the information in your knowledge base. They need content that will help them provide helpful answers to common customer queries.
But that content can be used to help customers help themselves. According to Harvard Business Review , 81% of customers want to try to solve the problem by themselves before contacting customer support. Publishing content that helps customers solve problems on their own allows you to both significantly offload your customer service team and improve customer satisfaction.
This benefit dovetails nicely with marketing and SEO strategies. Customer service reports identify opportunities for articles, FAQ sections, or video tutorials that explain how to solve common problems. In addition, if agents themselves don’t have access to relevant information or the information is hard to find, you can expand the knowledge base in order to help them do their jobs better.
Since customer service agents are usually the first point of contact with customers who are having issues, businesses need a way to track how well they’re meeting customer expectations and are they providing the right level of customer satisfaction.
Metrics in customer service reports show how are the agents performing as a unit and individually. This allows managers to identify which teams or individuals aren’t meeting their goals. Armed with that information, they can determine the best way to address any issues and improve the overall performance.
Pro Tip: Here Is Your Go-To Dashboard For Measuring Your Customer Support Team’s Responsiveness to User Concerns
No matter your role in customer support – agent, manager, or VP – your core focus is to ensure that customers’ issues, complaints, and information requests are always dealt with promptly and efficiently. But to stay on track, you probably have to log into multiple tools and spend hours manually compiling data into a comprehensive report. Now you can quickly monitor and analyze your customer service performance data from HelpScout and Stripe in a single dashboard that monitors fundamental metrics, such as:
- New MRR. How much monthly recurring revenue (MRR) comes from new customers? Track new customer MRR at a glance.
- Revenue churn. See how much MRR your business lost due to subscription cancellations and downgrades within a specified period of time.
- Refunds . How much money in refunds and cancellations did you lose last month? See the total amount of money refunded to customers within a given time period.
- New customers . Track the number of new customers acquired by your business each day, week, or month.
- Customers helped by team members . Evaluate the performance of your customer support team members based on the number of customers they helped individually and their happiness score.
- Customers helped . Get a day-to-day update on the number of customers your customer support team assisted through live chat, email, or phone.
Now you can benefit from the experience of our customer support experts, who have put together a plug-and-play Databox template that contains all the essential metrics for monitoring and analyzing your customer service performance and its correlation to churn rate. It’s simple to implement and start using as a standalone dashboard or in customer service reports, and best of all, it’s free!
You can easily set it up in just a few clicks – no coding required.
To set up the dashboard, follow these 3 simple steps:
Step 1: Get the template
Step 2: Connect your accounts with Databox.
Step 3: Watch your dashboard populate in seconds.
Depending on its exact purpose, there are many ways you can write a customer service report. By choosing to omit or highlight certain metrics, you tailor it to the audience bringing focus on issues that really matter.
50% of our respondents use a single type of customer service report, with a customer support KPI report or CSAT report being the most common type.
So, here are some of the best examples of customer service report types:
First Reply Time Report
Customer wait time report, time to full resolution report, interactions per ticket report, customer satisfaction scores (csat) report, number of incoming tickets report, customer support kpi report, customer retention report.
Customer satisfaction is directly correlated with the time it takes for them to receive a reply to a support ticket. First reply time is an important metric, and special attention needs to be paid to the difference in response time (if any) between different channels, agents, and types of issues.
This metric is sometimes called requester wait time and it’s a sum of the time a customer spends waiting on responses while their issue is being solved. Even if they get an initial reply quickly, waiting for a long time on the line with a support agent can significantly degrade the customer experience. Like first reply time, it can be divided by type of issue, agent, and channel.
This is one of the most important metrics when customer success is concerned. Even if agents respond quickly and provide answers immediately, but the customer still has to come back because their issue wasn’t solved, this will lead to a negative user experience. Prioritizing speed at the expense of accuracy and helpfulness can have a detrimental effect as that will draw out the overall resolution time.
If a customer has to follow up on an open ticket because their problem isn’t solved or provide additional information (above what’s needed to solve the problem and provide customer security) they’re the ones who have to do more work. Justified or not, customers often think that agents should do that work.
Tracking the average number of interactions per ticket allows you to see how many touchpoints are required to solve a customer’s problem. When you know what, you can start trying to minimize that number.
Asking customers directly what they think about is the best way to determine the quality of customer service. CSAT scores provide an overview of how the customer service team is performing, but they can sometimes be misleading if looked at in isolation.
It’s also a good idea to look at how frequently people respond to CSAT surveys. An agent with a good rating but a low number of responses might not be as good as it would appear at first glance.
Tracking this metric can help customer service managers determine how many agents they need to provide good customer service. Breaking this metric down allows you to get more information. Checking the number and percentage of tickets per channel helps the management identify who to hire while checking the busiest times allows them to optimize scheduling.
The number of incoming tickets can also serve as an advance warning about any issues with products, services, or features. A spike in new tickets after a major release can mean that either something isn’t working correctly, or that there’s something unintuitive about it.
This is a comprehensive report that covers multiple metrics and its exact scope will depend on your business and how you organize your operation.
Main KPIs that need to be tracked are service level, customer support vs revenue, and customer satisfaction. They will give you insight into how your customer support is performing overall and how cost-effective it is. There’s always room for improvement and being on top of these metrics will allow your customer service department to keep improving.
Retaining existing customers is much more cost-effective than attracting new ones. What makes existing customers even more important is the fact that they tend to spend 67% more than new ones.
Using a customer retention report will allow you to improve customer retention rates and improve long-term ROI. The main metrics that need to be included are customer churn, net retention rate, revenue churn, and MMR growth rate.
Tracking customer retention and churn, and comparing it to revenue information will allow you to benchmark your success in this area and identify potential strengths and weaknesses.
Regardless of the format and type of report(s) you use, the following metrics need to be included in the customer service report.
Cases by time created – By tracking the volume of new conversations in a specific timeframe, you can determine when your customers are most active and ensure that staffing and scheduling are set up to handle the workload.
Cases by topic – tagging conversations allows you to quickly spot changes in ticket volume that might indicate a flaw in a new feature, product, or service.
Cases by locale – Understanding where your customers come from allows you to tailor your customer service to serve them better. If you have a large number of customers in a single area, you can add localization features or provide support in different time zones.
Individual Agent Metrics
Resolved cases – Knowing how many conversations did an agent close in a given time period, gives you a good insight into their performance. Averages can be misleading but if you identify trends, you can spot both top performers and underperformers who might need help achieving their goals.
Customer interactions – An agent can have excellent soft skills but might take a long time to resolve a ticket. If you measure individual interactions, you can compare workload and working style, and make adjustments accordingly.
First response time – Monitoring how quickly an agent responds to a received support ticket can tell you a lot about their performance. But this metric needs to be considered in the context of task complexity and overall workload. After dealing with a complex or difficult task, an agent might need a moment before moving on to the next one.
Customer satisfaction – Customers don’t always rate just their customer service experience when they leave feedback for agents. Sometimes they’re rating a product, a service, or a brand as a whole. This is why it’s important to look at long-term averages than individual scores that might be outliers.
Average handle time – Individual agents with a low average handle time may be comfortable with the work and have developed the right skills. They get through cases more quickly than unskilled agents. However, it’s also important to review this metric while keeping in mind the type and complexity of tickets they’re responding to.
Time to first response – How long do customers wait until they get their first reply? Since customer expectations tend to vary depending on the channel, it’s worth tracking separate metrics per channel, too.
Interactions per resolution – Customers don’t like having to get in touch with customer service repeatedly; the fewer interactions it takes to resolve a ticket, the happier they’ll be. An increasing number of interactions per resolution can be an indicator of issues with features, products, or services. Alternatively, a new type of customer may have become interested in your brand and they need a different approach.
Customer satisfaction – This metric is worth tracking on both individual agent and team levels. Team-wide satisfaction rates can be an indicator of problems or successes of products or services, or the quality of the customer support process itself.
Average handle time – This metric tracks how long a conversation remains open before the next action is taken by the team. Long gaps can indicate that there’s an issue with training, process, or tools. All of these can be improved to ensure customers get their answers quickly.
Customer contact rate – Measuring the percentage of active customers who request help in a given month can help you understand how to better serve them. Depending on your findings, you can fix bugs, implement self-service, improve product design, or almost anything else to improve customer satisfaction.
While it’s possible to track customer service data by entering it into a spreadsheet manually, the process is time-consuming and simply won’t work for larger businesses. In addition, it will be hard to pull useful information out of the data. And without useful (think actionable) information, the report is all but useless.
That’s why using reporting software has become much more common. This type of software can automate the creation of customer service reports and remove most of the work from the process of collecting customer service reports. It will put the data into a format that is easy to understand and enables you to identify trends more effectively.
While customer service reports can point out problems in the department, they can’t tell you how to fix them. You need to be able to understand the information in the report to properly diagnose the problem and find a solution.
Prioritize metrics that match your goals or answer specific questions you have. Keep in mind that even the best report won’t give you the whole picture. You need to combine quantitative and qualitative data by talking to agents, examining how tickets were handled, and soliciting feedback from customers. This will fill any gaps in the data and allow you to fully understand the current situation in your customer service department.
10 Top Tips for Customer Service Data Analysis
Customer service reports need to be made frequently — ideally on a weekly basis. The big benefit of this frequency is that you can see trends and spot patterns more easily and use that information to improve customer experience.
Here are our best tips on how to make the most out of customer service data analysis:
- Learn about your overall customer experience
- Understand support costs
- Motivate your team to improve customer experience
- Improve customer loyalty
- Get a better idea of what’s not working
- Get product feedback
- See the channels where your customers prefer to reach out for help
- Create customer profiles and personas
- Segment your customers
- Map out the customer journey
1. Learn about your overall customer experience
It doesn’t matter what survey method you use, like CSAT, NPS, or CES. This can tell you a lot about how happy your customers are, how likely they are to continue being customers, and/or refer their friends.
“CSATs are a key element of CX optimization,” says Stephan Baldwin of Assisted Living Center. “No matter how extensive or accurate your research and data are, you should always use customer satisfaction reports to gauge the success of your customer experience strategy.
However, you can find many pitfalls along the way when you try to interpret CSAT scores. The key is to implement them over every touchpoint you have with customers, so you have an accurate understanding of what’s working and ensure the score is accurate across channels, making sure you don’t miss any immediate issues.
Implementing and tracking these reports will also allow you to fill customer experience gaps and find solutions for other areas of your marketing strategy, such as content opportunities.”
Alex Uriarte of 1-800-Injured adds, “Analyzing our customer reports has constantly made us realize that we should always focus on creating an amazing customer experience every time. Many businesses are so concerned with their bottom line that they fail to consider how their policies affect the consumer experience. Take, for example, free shipping. When a higher-than-expected shipping price appears unexpectedly, some people abandon their buying cart. Despite this, many online shops still charge for shipping.”
2. Understand support costs
Another valuable insight from these reports is you can understand how much it costs your company to provide quality support to your customers.
For example, if you have both a freemium and paid plans for your SaaS product, you might find that freemium users are contacting support 10x more than paid customers, and most of these freemium users are never upgrading to a paid plan. So, you might want to consider putting limits on your support for freemium users.
Or, James Leversha of Top Notch I.T. says, “For me, the most important thing is to cut support expenditures. This isn’t about slashing staffing or putting the smallest amount of money into your support team. It’s all about streamlining your procedures and achieving the best level of service quality at the lowest possible cost.
That means your agents are efficient, well-trained, and their schedules are aligned with the department’s needs.
Creating a customer support report will guarantee that you keep track of your spending regularly and efficiently, giving you an overview at a glance.
By analyzing customer service reports, I was able to understand my company better and make informed decisions based on correct information rather than making guesses and taking measures that were of little use to the organization or its customers.”
Related : 11 Tactics for Effectively Measuring Your Customer Service ROI
3. Motivate your team to improve customer experience
The old adage, “What gets measured gets managed” is true. You can use the support metrics that you are tracking to motivate your support team.
“The most important lesson we learned was to monitor the reports and use them as a way to help motivate the team to improve,” says Kyle Arnold of HyperWeb . “By having great data, we were able to ‘gamify’ the process and help encourage members to work on providing better customer service. We had a leaderboard for whichever metrics we were trying to work on for the month, and the team member that hit the best scores would get a bonus. This greatly improved customer satisfaction, while also helping the team with friendly competition.”
4. Improve customer loyalty
An added benefit of improving customer experience is that happy customers tend to stick around longer.
“I realized that getting a loyal base of customers is easier when your customers are satisfied with your customer service,” says Richard Lubicky of RealPeopleSearch . “Six months ago, we were receiving at least 2 support tickets from each user regarding different situations. We were losing customers for the same reason. However, we analyzed our customer service reports and improved our products. After that, we have seen a heavy fall in support queries from our customers. As a result, our customers are more loyal to our products, and we are actively getting some referrals from them.” Not sure how to monitor the health of your business based on client retention and churn rate? Check out this free customer success dashboard .
5. Get a better idea of what’s not working
Most customers are reaching out to support because something is broken. These reports allow you to understand what isn’t working well so that you can fix it.
“Customer service is mostly concerned with failures, such as defective items, equipment flaws, delivery inefficiencies, miscommunication, human mistakes, faulty procedures, and unfulfilled promises,” says Brian Dean of Exploding Topics. “I understand that it may appear to be really difficult, but the more issues you face, the more answers you will discover. You learn to deal with difficulties and recover more quickly. You develop the practice of retrospectively assessing circumstances you’ve handled poorly to devise a better strategy for the future.”
Marilyn Gaskell of TruePeopleSearch adds, “The best thing about customer service reports is that they keep track of everything that our customers request, which means that we can analyze which problem areas we should focus on and where we can best improve. Every one of our customer service reports is filed under a certain topic and the more reports that topic has, the more work needs to be done on it. They provide a very simple mechanism for keeping track of what works and what doesn’t work in our customer service strategy and help us to optimize the experience we provide to our customers.”
6. Get product feedback
However, you shouldn’t just wait until a problem happens to get feedback. Proactive customer support is all about asking for feedback and learning how customers are using your product so you can identify and fix issues before they have to contact support about it.
“A lot of times, people think of customer feedback as either positive or negative,” says Maegan Griffin of Skin Pharm . “However, sometimes customers can simply give you some good ideas for the future based upon insights that may have come to them from using your products. This is why inquiring for feedback and listening to your customers can be really beneficial. For example, our customers have helped us come up with new skincare product ideas. It’s not always about whether you’re pleasing your customers with what you’re offering; it’s also about listening to what they have to say and keeping their opinions and suggestions in mind for the future.”
7. See the channels where your customers prefer to reach out for help
While it is a best practice to make it as easy as possible for customers to reach out to you via phone, email, live chat, and social media, it is not always possible to staff each channel appropriately. Keeping track of what channels get the most inbound requests can help with resource planning and prioritization.
Alina Clark of Cocodoc explains, “Our customer management took a while to get sharp. This learning period was full of lessons, some of them painful in retrospect. Our customer service reports taught us lessons in optimization and how to handle customer queries.
For instance, we knew nothing about optimizing our customer service channels that give us more feedback. We were all about covering all the bases, but this means that while some of our customer service team members had a lot to handle, others were simply riding along because their channels had relatively low feedback.
The customer service helped us with figuring out the fact that most of our customers preferred reaching out to us through social media. We, therefore, redistributed our customer service workforce to reflect the growing needs in social media. That change has been working great for us so far.”
8. Create customer profiles & personas
Analytics have to be analyzed on a regular basis. Even after customer service data has been collected, reported on, and used to shape strategy, it still needs to be updated, reassessed, and refined. One way to put this data into useful context is to create customer profiles.
A customer profile (or persona) represents an ideal version of your target customer. To build it, you need to aggregate information about their needs, wants, and pain points, as well as basic demographic information, including gender, age, occupation, interests, income, etc.
Having a set of customer profiles (and constantly updating them) will allow you to better understand customer service analysis data and ensure you’re tracking metrics that are still relevant for your CS strategy. They will also help you make more effective analytical decisions by humanizing your data.
9. Segment your customers
If you segment your customers into groups, you’ll be able to better serve their needs and preferences. This will improve the quality of the entire customer-facing chain. Combining this practice with creating customer profiles and personas saves time and allows you better insight into what makes various customer groups tick.
For instance, you can segment based on their purchasing frequency, whether they’re new or repeat customers, the issue they tend to have, product or service, preferences, etc.
This way, you’ll better understand the most relevant data, which will allow you to create plans and initiatives that will improve the overall quality of customer service.
10. Map out the customer journey
In the digital age, customer service needs to work with other departments in your business. Everything has become interconnected, and keeping a department siloed doesn’t make sense anymore. Digital businesses need to ensure their departments collaborate when it comes to strategic planning.
One such collaboration that can have a great impact on customer service is developing a map of the customer journey. This map outlines customer interactions with the brand from first contact until they make a purchase and customer service data is invaluable when it comes to creating one. It will allow you to better understand which channels have issues that need to be addressed or if any touchpoints have bottlenecks or issues that are affecting the customer’s experience.
First, you need to examine KPIs across marketing, sales, and customer service touchpoints. This will allow you to highlight pain points or discover where you need to focus your attention to make the customer experience smoother. Then, customer service, sales, and marketing executives can work together to develop a customer journey that will reward the user for their choices and ensure they enjoy the experience, improving brand loyalty and increasing long-term ROI.
Automate Customer Service Reporting with Databox
Creating a customer service report doesn’t have to be a long and arduous task. By their nature, these kinds of reports need to be made frequently to identify specific trends and for businesses to be able to act on information quickly enough.
This is where Databox comes in.
You just need to sign up for Databox , pick a plan that works for you, connect data sources and you’re good to go. You can pick already existing dashboards optimized for customer service, or build your own with customized metrics and visuals.
Databox allows you to schedule reporting as you see fit, so aside from occasional metrics and KPI updates, you will be free to solve problems instead of spending precious time on reporting.
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FREE 10+ Customer Service Report Samples [ Monthly, Weekly, Annual ]
Merely selling a product or advertising your service isn’t enough to end a sale. Despite putting out all the details and instructions, customers are bound to ask further questions or want to add some special request. Even after sales, companies should expect complaints, refunds or misunderstanding between clients. This is why companies should have an efficient customer service to deal with these kind of situations to provide assistance and give advice to those who buy or use its products or services. To gauge customer service performance, a metrics called a customer service report is used by most companies. Learn more about this in our article today, and for ready made templates check out our free customer service report samples below:
Customer Service Report
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Some products or services out in the market may come up more or less the same as others, so companies try to exert effort to continuously set them apart from their competitors. Yet, with an exceptional standards of customer service would stand to set themselves apart from their competitors in a notable way. Customers may want to have someone to address any issues concerning the product or service. Thus, it is crucial to have a clear understanding of client interactions with your business, to maintain and deliver quality customer service. To be able to keep track of this, a customer service report records your goal progress, and help you identify areas for improvement.
Customer reports are critical for setting and meeting customer expectations. The purpose of a customer service report is to get direct feedback, and then take that user generated data to make better decisions in the future. Here are some benefits your company can receive if these reports are initiated properly:
- Reports can help management track the quality of service offered by the agents
- Better understanding which platforms generate most inquiries in regards to your business
- Motivate customer service agents to improve
- Meet customer expectation and identify the common inquiries or problems
- Track the level and nature of customer issues over time to make uniformed strategic decisions
- Reveal areas for product improvement
There are various of customer service reports depending on a company’s requirement and how they wish to gauge customer service performance. Each business is different and insights that might prove particularly useful to one business might not be the same for another. Here are examples of a customer service reports that can help you decide which type that would benefit your company.
Customer feedback is an important method of collecting first hand experiences in dealing with customer related queries in regards to a company’s product or services. This would reflect how well the problem was dealt, how a customer perceive a product or service and perhaps establish possible candidates to partner with in the future. A customer feedback report allows you to evaluate how well you are meeting customer’s needs and expectations, whether you work in customer service or product. It provides you with detailed insights that can help you improve your product roadmap, customer experience, and beyond. These are typically collected from survey submissions after events, specific times in a customer’s lifecycle, or with routine questionnaires that assess individual customer interactions.
- Call Detail Report: for companies who are engage with call center services, these reports capture various call details, such as time in queue, call duration, escalations, the cause of escalations, the outcome of the interaction, etc.
- Multi-channel customer service solutions typically offer channel usage reports with detailed information of every communication channel, such as emails, calls, live chats, contact forms, feedback forms, and social media messages. As a result, you can view the most preferred channels by customers.
- Agent activity reports show information such as the time agents logged in, breaks, and volume of tickets/calls/chats they answer within that time range.
These are combined reports submitted by each team which displays the overall performance information.
This is an individualized report per agent to track their productivity and ranking when it comes to service interactions. Overall, these reports help managers identify top and bottom performers quickly.
Some companies invest in software applications that automates the creation of customer service reports to help them measure their customer service performance. Yet it is still very acceptable especially for new or small business to manually input their data to create their reports. However this is done, the main point of the report is to help with the data analysis .
Customer satisfaction is how satisfied customers are of the product or service in which fulfils their needs and expectations.
An efficient customer service helps retain your clients and would allow those clients to refer your product or services to others. Businesses are able to regain customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews.
This is a visual storyline of every engagement your customer has with your service, brand, or product. Here you are to understand your users, their behavior, and what you can do to improve your product or services.
The overall goal of all businesses is to retain and gain more customers. Thus, a customer service report can help give you actionable information you can use to keep customers satisfied. Ensuring a stability in profit and increase in customer lifetime value.
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Customer service reports: What they are and tips for building them
Written by by Dorcas Adisa
Published on August 24, 2023
Reading time 10 minutes
As a brand, ensuring the satisfaction of your customers throughout the customer journey is crucial. However, gauging your support team’s performance without the proper tools for collecting and interpreting these metrics can be challenging. This is where customer service reports comes into play.
Customer service reports offer businesses comprehensive feedback on the performance of the customer support team based on customer data. By tracking these metrics, companies can identify pressing service-related issues and act on them to improve their customer experience.
In this blog, we will cover everything you need to know about customer service reports, including what they are, how to create them and how to use them to drive improvements to your overall customer care .
Table of contents:
What is a customer service report?
How customer service reports improve customer satisfaction.
- 6 types of customer service reports
Tips for building customer service reports
A customer service report is a comprehensive document that outlines the performance, outcomes, and activities of the customer service team. It shows how well your social media customer service team performs and how satisfied customers are.
In a customer service report, you’ll find an overview of various customer service metrics, trends, and patterns related to customer interactions, issue resolution, and customer satisfaction ratings. This information can provide valuable insights into the effectiveness of your support efforts, assess customer satisfaction levels, spot industry trends and uncover improvement areas.
Customer service reports provide vital customer service data for your brand. Here are six ways customer service reports can improve customer satisfaction.
Helps track the quality of customer service
Modern customers expect quality support from companies along with a great product. Companies that can’t deliver on both ends are bound to fail in a competitive market. The data collected in a customer service report is invaluable for assessing the performance, quality, and outcomes of support standards provided to recognize where the team is lacking and spot when there are slips so the support team can adjust accordingly.
Improves your understanding of customer sentiment
From a customer service report, it’s easy to understand how customers feel about your product. Numbers don’t lie. And data gathered in a customer service report can give valuable insights into customer sentiment to understand customer perception toward a feature, experience, or service your brand provides.
For instance, if your support team records more negative reviews, it indicates that users are unsatisfied with your product and may likely churn.
Discover trending issues to inform business decisions
One of the biggest benefits of a customer service report is its ability to uncover weaknesses in your customer support. It highlights your product’s blindspots and guides attention toward areas requiring improvements.
Find out what the issues are and expedite their resolution. This is vital to elevating customer satisfaction. Communicate these market trends to stakeholders to help them understand the key changes in trends. They can use this data to set policies and inform future decisions that align with their objectives.
Motivates support agents to improve
A robust customer service report highlights the customer support team’s performance relative to previous data. This will aid in determining whether the established goals are met and motivate them to work more effectively to hit next quarter’s targets.
Be sure to offer rewards to keep high-performing agents happy and make them feel appreciated. Establishing constructive measures to help less proficient team members enhance their skills is also essential.
Helps identify support content gaps
A customer service report can be an invaluable tool to discern the difference between the service customers expect and the actual service they get. Consistently generating customer service reports allows for identifying areas where your team may fall short and fail to meet customers’ expectations.
For instance, a substantial number of open tickets pertain to issues already covered in your knowledge base signifies how well customers are using it. This hints at a potential lack of content coverage or how the solution was explained.
Informs you of the most popular contact channels
Your report should provide information about the communication channels frequently used by your customers. Rather than spreading your resources thin across all channels simultaneously, you can allocate your resources effectively to channels with high interactions and cut out underperforming channels.
Types of customer service reports
Customer service reports are reliable and usable if they’re descriptive, specific, immediate, genuine and report on the appropriate customer service metrics . Collecting these metrics makes it easier to record, measure, analyze, and make the best decisions that directly influence customer satisfaction goals.
Here are some common customer metrics you should be keeping an eye on in your report.
Number of customer requests received per day
The “number of customer requests received per day” refers to the count of inquiries, issues, or queries that customers submit to the support team. This metric measures the exact number of unique interactions that require the attention of your support team in a given period.
Tracking this customer service metric gives you a sense of the customer load your team supports and whether you have the right staff and resources to manage the incoming volume. Moreover, it gives you insights into particular times when call volumes are high so that you can schedule your support team around them.
In Sprout Social, the Inbox Activity Report provides a holistic view of your customer support team’s efforts by showcasing trends in the number of incoming messages and how effectively your team responds to these messages in the Smart Inbox.
Additionally, you can use the Case Performance Report to gauge your team’s productivity. This report compares the number of assigned cases and the overall number of cases completed successfully.
The performance of every agent on your team plays a crucial role in the success of your customer service. Agent self-evaluation enables customer support agents to rate and review their performance regarding the team’s output.
Evaluating agent performance gives you a wealth of knowledge about their strengths and limitations. This will assist you in appropriately assigning cases to high-performers with great track records and providing more training for those who aren’t meeting expectations.
Sprout’s Customer Feedback Report allows you to evaluate your agents using metrics like their average first reply time, slowest reply time, number of messages and total replies.
Customer feedback on each team member can also be recorded to evaluate individuals based on their performance.
For more insights, you can dig further into an individual customer’s report in the Feedback Responses Section to view comments attached to the customer’s rating.
Average response time
The average response time (ART) is the average time a customer support team takes to respond to a customer’s complaint. For example, if your response time to a customer’s first message was six minutes and eight minutes for the second, then the average response time would be seven minutes.
ART provides insight into the maximum delay a customer might encounter before receiving an initial response, particularly during peak hours. A higher ART indicates a longer wait time for issue resolution, which, based on our findings in The Sprout Social Index™, can negatively impact customer conversion.
To lower the average response time, brands like Grammarly use the Smart Inbox in Sprout to manage social posts and respond to DMs from multiple social media platforms. This way, the team can engage with the Grammarly audience, answer their questions and respond to mentions.
You can also use Sprout’s Listening tools to track customer sentiment trends. This way, you’ll quickly respond to negative sentiments before they cause serious harm.
Average handle time (AHT)
Average handle time measures the average time it takes for a support agent to resolve a customer’s issue. Put simply, AHT measures the speed at which an individual agent resolves problems right from the beginning of the interaction and covers call time, hold time and after-call work.
Tracking AHT is essential to measuring the efficiency of your customer service team in handling customer inquiries, optimizing talk times, and minimizing hold times. You should aim to keep this metric on the low side to improve your customer’s satisfaction with the service they receive.
Features like like Sprout’s Asset Library can be used to create an internal knowledge base dedicated to solving common customer problems. This can act as a guide for inexperienced support agents.
Number of interactions per ticket
The total number of interactions per ticket is the total number of messages exchanged between a support agent and a customer before closing a ticket. Look for fewer interactions per ticket ; this means the team is communicating clearly and doubling down to solve important questions.
Customer satisfaction score (CSAT)
Customer satisfaction score (CSAT) is a metric that measures the percentage of happy customers following their interactions with your customer service team. CSAT surveys are contextual, often sent after a customer interacts with the support team for the first time or upon resolution of a support ticket.
CSAT surveys answer questions like “How satisfied are you with your experience today?” which respondents can answer using emojis or a number scale. Tracking CSAT as a standalone metric doesn’t tell the complete story; it only shows half of the picture. For example, an agent with a high CSAT score but a low handling rate communicates their inability to meet goals.
While you learn to build a customer service report, you should also understand the essential factors that make a customer service report usable. Let’s look at some tips for building a robust customer service report.
Define your customer service objectives
Defining your business objectives allows you to zero in on specific goals you want to achieve for your customer service, for example, increasing customer retention rates. As a result, you clearly understand the intellectual initiatives to focus on and how to organize such work thematically to achieve a faster completion rate.
Your customer service efforts must align with your business goals. Ask questions like:
- What are you trying to achieve with your customer service?
- What metrics will you be measuring, and why?
- At what frequency should you be generating your customer service report?
- How will you measure the progress and success of your team?
Answering these questions will help you determine strategic priorities and create a strategy outlining the steps to achieve the goals. Remember to set milestones for achieving each goal and track your progress in execution.
Only report on credible data
After defining your objectives, select the right metrics that will guide your team and help you evaluate the effectiveness of your efforts. While tracking every metric is tempting, it’s best to focus on the ones directly aligned with your business goals.
As much as possible, avoid vanity metrics. These metrics look impressive but lack meaningful insights into the efforts of the customer service teams. To recognize vanity metrics, look for the following:
- Metrics devoid of context and utility when viewed in isolation. For instance, tracking the Total Ticket count doesn’t indicate resolution quality or customer satisfaction levels.
- Metrics with an unclear intent as to what to achieve. For example, counting the times a ticket is reassigned might indicate a lack of expertise among team members, but it doesn’t directly impact customer satisfaction.
- Metrics that do not guide the customer’s action or influence customer satisfaction. Tracking average session length, for example, doesn’t reflect the service quality delivered to the customer.
Look for actionable metrics. Take insights from our guide on the customer service metrics that matter on social media to understand what metrics to look out for when evaluating quality service.
List the key drivers of customer requests
Customer service reports shouldn’t just include numbers. It should also break down the key issues customers call in with and the total number of customers with the same complaints. This will give you a first-hand perspective on the problems customers are encountering.
In your report, list the top issues raised during the specific period. You can represent this data as a bar chart so that readers may easily visualize each issue in its order of severity. Pick the top 5 requests and relate them to the necessary department to see into the issue immediately.
You can further break down these reports to include more specific insights, such as the locations or features with the most complaints. These specific issues should be noted and reported back to the team.
Create data visualizations
Customer service reports are full of complex datasets that are hard to understand. Presenting such data in its raw form can be confusing and difficult to understand; hence, the need to have such data translated into a visual context that’s easier to pull insights from.
Customer service metrics can be charts, graphs, infographics, or heat maps. This is useful for identifying hidden trends, analyzing data faster, and drawing reasonable conclusions from complex data sets.
You will find datasets in Sprout Social translated into graphs and charts so that users can easily recognize patterns within chaotic databases. For instance, this Profile Performance Report is represented as an area chart to show the audience growth per day between 4 social platforms: Twitter, Instagram, Facebook and LinkedIn. Each social platform is emphasized with multiple colors to show the changes in audience over time.
Include comparison data from past reports
You can’t fully ascertain if your customer support team is performing as expected if there’s nothing to compare with. Comparing data allows you to track your current performance against previous records to gauge if you’re making progress, stagnant, or regressing.
Customer service managers use comparison data to track their team’s performance and identify patterns in customer behavior. This insight is valuable for making informed decisions and adjusting your strategies accordingly.
Regularly audit your reports
Auditing your customer service is a journey of continuous improvement. It requires an ongoing commitment to analyze, refine, and enhance your processes. Adopting a routine audit is necessary for some reasons, such as:
- Catching and correcting errors that can lead to inaccurate insights.
- Identifying trends that may not be apparent from the beginning.
- Maintaining consistency in the quality of service provided to customers.
- Allocating resources to channels that are performing and eliminating underperforming channels.
- Keeping customer service agents accountable and providing training where necessary.
Before deciding on an appropriate audit frequency you should consider how complex the auditing process is and whether or not you have the proper tools to conduct an effective audit.
Leverage report summaries to boost efficiency
Conclude your customer service report with a summary stating the primary challenges customers encounter, an overview of the metrics recorded , an assessment of the performance of the customer service agents, and the outcomes. Next, create an action plan based on your analysis and allocate responsibilities among team members.
An action plan outlines the steps, tasks, timeline, and resources needed to achieve the goals and metrics. It should also include team members’ responsibilities in executing the plan and ensure everyone is accountable for their actions.
Start building customer service reports
While it’s good to collect customer service metrics, make sure you’re also analyzing and acting on them. Customers demand good customer support, and providing mediocre customer service would have an adverse effect on your retention rate.
Rather than manually tracking your customer service metrics, focus on optimizing your process. Take advantage of the features in Sprout Social to collect, analyze, and build a robust report. Try Sprout Social free for 30 days to get started today.
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6 Essential Customer Service Reports for Support Teams
Published December 12, 2022
Published Dec 12, 2022
REVIEWED BY: Jess Pingrey
WRITTEN BY: Jillian Ilao
1. Customer Service Team Report
2. customer satisfaction report, 3. customer service kpi report, 4. customer retention report, 5. ticket-level report, 6. individual agent productivity report, benefits of customer service reports, bottom line.
Customer service reports provide businesses with an overview of a support team’s activity summary, individual agent performance, and quality of customer interactions, which can help identify best practices and areas for improvement. No single report can provide a holistic and all-encompassing view of a customer service team’s performance, so businesses often need to generate various kinds of reports to gain full visibility on their customer service quality.
Below, we share six essential reports every business should generate from their customer service software to assess their servicing quality regularly.
The customer service team report gives you an overview of your team’s daily, weekly, or monthly performance. It also highlights the agents’ SLA compliance, response time, individual performance, and request volume from every support channel. A quick look at this report helps you assess the overall health of your support team and determine if your agents are on track to achieving business goals.
Relevant KPIs and Metrics:
Kpis vs metrics.
Key performance indicators (KPIs) are measurable values that indicate how well you are hitting business objectives and targets. Metrics, on the other hand, track the status of a specific business process.
- Average response time: Measures the time it takes a support agent to respond to a call, email, web forms, and live chat queries. The quicker your reps respond to queries, the higher your customer satisfaction and agent productivity rates will be.
- First call resolution: The success rate of the support team in solving an issue during the first point of contact with the customer.
- Number of requests: The volume of incoming calls and support requests, including the nature of each issue. This lets you know which particular times have high call volumes so you can plan an appropriate work schedule for agents.
- Top-performing agents: Lists the support agents according to their performance over a specified period. It highlights those who deserve recognition and helps you identify which agents need additional training or coaching.
Salesforce is a feature-rich customer service platform that lets users download in-depth reports. (Source: Salesforce )
Freshdesk customer service dashboard (Source: Freshdesk )
The metrics included in the customer satisfaction report help you understand your customers’ sentiment toward your company and the quality of support provided. A drop in these metrics could indicate decreasing customer service quality, poor product quality, or bad marketing decisions. On the other hand, a company that maintains good scores in this report has satisfied, engaged, and loyal customers.
- Net promoter score (NPS): Shows how the public perceives your service levels and how likely they are to refer your business to their peers.
- Customer effort score (CES): Measures how much effort your customers have to exert to resolve an issue or answer their questions.
- Customer retention rate: The percentage of a company’s existing customers who remain loyal over a given period.
HubSpot Service Hub customer satisfaction dashboard (Source: HubSpot )
The customer service KPI report provides evaluations of each support rep’s performance and allows you to drill deeper into individual metrics. The KPIs in this report counterbalance customer-based feedback, giving you a more accurate picture of how well your agents meet your support standards. They help you determine whether the feedback was intended for your support, product, or customer experience.
Sample of customer service reports from HubSpot Service Hub (Source: HubSpot )
In some cases, support agents receive poor ratings because of customers’ unrealistic expectations of how they should resolve issues. Other situations involve customers who give high ratings for services that did not reach the quality of support you set for your team. Customer service analytics give managers a targeted insight into your service quality based on rating categories specific to your company.
As an example, consider a customer who purchases a product from a company for the first time and is impressed by how the support agent handled the transaction. The buyer gives the transaction a high rating even when their interaction lasted longer than what the company considers acceptable. This discrepancy can be easily spotted by looking at the customer service KPI report.
- Service level agreement (SLA) compliance: Measures your capacity to meet the standards in your SLA with your customers and helps you identify new ways to improve your overall service standards.
- Customer support vs revenue: Calculates the cost of your customer support in relation to the total revenue. The ideal goal is to provide high standards of service at lower costs.
- Customer satisfaction (CSAT) score: Measures a customer’s satisfaction with your products and services at key customer journey touchpoints. This KPI provides insights into how effectively your company is meeting expectations.
The customer retention report provides detailed analysis and metrics that help you understand how and why your customers either stay loyal to your brand or churn . It offers at-a-glance insights into your company’s strengths and weaknesses, as well as how much money is won or lost in a given month. This report also helps you identify potential customer loyalty issues and create strategies to retain more clients.
- Customer churn rate: The percentage of customers who have stopped using your brand or service over a specified time frame.
- Revenue churn: Tracks, monitors, and measures the percentage of revenue you have lost from existing customers and tells you where the revenue loss came from.
- Monthly recurring revenue (MRR) growth rate: Tells you how your customer retention rates affect your monthly revenue.
Insightly Service customer retention report (Source: Insightly )
The ticket-level report offers granular data, such as created and resolved tickets, missed calls, chat average pickup time, average resolution time, and ticket volume from each channel. This includes details of all incoming emails, support calls, live chats, survey forms, and social media messages. It also indicates which support channels are used most by your customers.
It is crucial to monitor the ticket-level report because its metrics play a critical role in customer satisfaction. For example, if the average time to close is high, you can investigate what’s taking up their time. You can also ensure the frequently answered questions (FAQs) are covered in your knowledge base, so your reps don’t need to type out the same instructions to customers repeatedly.
- Ticket volume: The number of incoming support tickets received by the customer service team.
- Time to close: The average time it takes for the support team to resolve a customer issue.
- Open rate: The proportion of tickets waiting for a solution in a specified period.
- Escalation rate: The percentage of cases that first-line agents elevated to their senior leaders and managers to be resolved.
Looking at the images below from Zoho Desk , you can see how many tickets are open, overdue, and unassigned. You can also conclude that most of the tickets come from chats, and most customers are happy with the service they received. If you want to explore the Zoho Desk’s wide range of ticket-level statistics, sign up for a 15-day free trial or start using its free basic plan.
Zoho ticket dashboard (Source: Zoho )
Visit Zoho Desk
The individual agent productivity report gives the manager a detailed view of a support rep’s activities and performance within a specified time frame. The relevant metrics here are similar to those seen on the customer service team dashboard, except this one is for an individual agent. This report allows you to monitor a rep’s efficiency and ability to resolve issues, as well as determine where additional one-on-one coaching is required.
- Ticket volume per rep: The number of tickets assigned to an agent for a specified time period.
- Tickets closed: The proportion of received requests successfully resolved by an agent.
- Customer satisfaction: Reflects customers’ collective rating or level of happiness with an agent’s performance and engagement.
- Time to resolution: The average time it takes an agent to resolve an issue.
Zendesk agency productivity breakdown report (Source: Zendesk )
Regularly running and monitoring reports on customer service metrics and performance helps support team managers easily spot trends and patterns in agent performance and customer experience. Below are five top benefits of customer service reports, including details on how they contribute to increased customer satisfaction.
Better Understanding of Customer Experiences
Customer experience metrics like customer satisfaction (CSAT) score and net promoter (NPS) score are excellent indicators of how happy your customers are with your offerings. To make sure your interpretation of these statistics is accurate, implement customer service analysis reports at every touchpoint. These reports allow you to spot and fill customer experience gaps, as well as determine what you are doing right along the way.
For example, let’s look at how unexpectedly high shipping fees could affect a customer’s buying experience. If a report indicates customers are abandoning their shopping cart once shipping fees are shown, you can consider offering free shipping to those who purchase at least $50 worth of products. This tactic could improve the customer experience and encourage shoppers to complete their purchases.
Real-time Updates on Team Performance
It might be easier for small businesses to keep track of their support team’s performance and activities. However, it’s not the same for bigger companies with dozens of employees. Fortunately, you can easily generate and pull up real-time updates on your team’s assignments, activities, and performance using service reporting tools.
Real-time reports give you a birds-eye view of the health of your work processes. For instance, your customer service team dashboard tells you your agents’ number of resolved tickets has been abnormally low in the last few days. Upon investigation, you find they have difficulty answering questions about a new product. To improve their resolved ticket score, you can conduct additional training or a refresher course on the product in question.
Data-based Goals & Decisions
Service reports provide support team managers with reliable data on which they can base their decisions. These include decisions on staff scheduling, hiring, team expansion, promotion, coaching, and even termination. You can also refer to data on customer satisfaction levels when proposing changes in your service protocols.
For example, launching a new batch of products has doubled your team’s ticket volume, and many support calls are going unanswered. Based on this finding, you can opt to hire new agents so your team can accommodate all incoming requests.
Increased Agent Productivity
Leaderboards display the rankings of all your support reps and indicate how long each agent has been on that spot. You can post these reports weekly or monthly to motivate your agents to do their job better so they won’t be ranked at the bottom. This can also inspire high achievers to maintain their level of performance.
Improved Customer Loyalty
Happy customers tend to make repeat purchases and refer your product or service to their peers. Reports on customer experience and satisfaction tell you if your clients are happy with your company. If reports reflect that they are unsatisfied with your product or their buyer experience, you can propose and implement changes to improve their perception.
Do you want to increase your customers’ loyalty and affinity to your brand? Apart from providing them, high quality products and services, make sure to reward their loyalty by creating a customer loyalty program .
For example, a ticket-level report shows that each customer submitted multiple support requests for a new app. After analyzing customer feedback and finding out the issue, the company launched updates to eliminate bugs in the app. After the product update, the company’s ticket volume dropped dramatically, and most of its users started giving the app positive feedback and referrals.
Did you know?
Understanding your customer experience is key to growing your business. Nearly 90% of consumers with positive experiences are most likely to make another purchase , while 50% of customers are likely to switch companies due to poor customer service. Additionally, 83% of customers are willing to recommend it to their peers after experiencing good customer service.
Customer service analysis reports are essential indicators of the health of your support team, product, and work processes. They also give you insights into what your customers expect of your product and service, as well as how well your agents handle requests for support. Ultimately, these reports contribute to higher customer satisfaction because they guide you on how to best meet your customers’ needs and expectations.
About the Author
Jill is a sales and customer service expert at Fit Small Business. Prior to joining the company, she has worked and produced marketing content for various small businesses and entrepreneurs from different markets, including Australia, the United Kingdom, the United States, and Singapore. She has extensive writing experience and has covered topics on business, lifestyle, finance, education, and technology.
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Customer Service Report Template
The basic purpose of a customer service report is to depict, predict, and acknowledge the pros and cons of the service provided. It is a review from the customer about your product. A Customer Service Report Template is given below in order to help you understand, customize, and utilize the report. Now, where you can find a Customer Service Report? Well, We come across this report a number of times. For example, when you filled out a feedback form about the service of Hotmail or YouTube, or when Amazon asked you to give feedback on its service. These all are different manifestations of Customer Service Report.
How To Create A Customer Service Report Template?
This report is fairly different from other reports as it is a user interface report. when your customer is filling out your Customer Service Report, the ease and the essence will matter. Ease is how concise it is and does not include queries that are unimportant to your Customer. Essence means how much life your report has. That is how lively your questions are to the customer. A perfect example is using emoticons in a feedback form. The Customer Service Report needs not to be filled by your customer only. The serviceman or officer-in-charge can ask questions after performing the service and fill him, making the task less tedious for the customer.
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The format for each template is user-friendly. It is our priority to provide you best of the best template designs that are quick to use and ready to work with. Simply download the Customer Service Report Template that you like. Edit it in your system using MS Office. And your unique Customer Service Report is ready!
Here we have created a series of Customer Service Report Templates based on the use and purpose. You can find the previews and download links below:
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Merely sale a product or advertising your service isn’t enough to terminate a sale. Despite putting out all the details and instructions, customers are bound to ask go questions or crave to add more special request. Even after distributed, companies should expect reclamations, refunds or misunderstanding between clients. This is why firms should have into efficiencies customer service to deal in these artists of situations to provide assistance and give advice the those who purchase or make its products or services. To gauge customer service performance, a metrics call a customer service view is used until most companies. Study more about this in our news today, and for willing made templates check out our loose customer service report sample below: Viewed real understand Customer Service Analytics
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What Is a Customer Service Report?
Some product or services out in the market may ankommen up more or less to same as others, so companies try on exert effort to ceaselessly set them apart with their competitors. Yet, with an exceptional reference of customer service would stand at set themselves detach from their competitors int ampere notable way. Your may want to will someone on address any issues concerning the product or service. Thus, thereto is deciding in have a clear understanding to client interactions with your business, on maintain and deliver q your service. To exist able go holding track of those, a customer service get playback your goal making, plus help you identify areas for improvement.
How For Create a Customer Service Report?
Customer reports are critical fork setting and meets customer expected. The purpose regarding a customer service report is to get direct feedback, and then take that user generated data to do better decisions in to our. Here are some benefits respective company can receive if these reports are launch appropriately:
- Reports can help management track the quality of service offering by the brokers
- Better understanding which platforms generate most inquiries in regards to your business
- Motivate custom service active to improve
- Meet customer expectation and id the gemeinsamer inquiries oder problems
- Spur the level both nature of customer issues over total into make dressed strategies decisions
- Reveals areas for product improvement
There are variety in customer customer reports depending on a company’s requirement both how they wish on gauge customer server performance. Each business is different and inside that might prove especially useful until one business might no be the same for one. Here are examples of a customer service reports that bottle help you determine which style that would benefit your enterprise. 34+ SAMPLE Customer Service Report in PDF | DAUGHTER Speak | Google Docs | Fruit Pages
I. Customer Feedback Reports
Custom feedback are an important method of collectible first hand experiences in dealing with customer connected queries in regards to a company’s product or services. This would reflect how good the problem was dealt, how a your perceive a product or service and potentially establish possible candidates to partner with inside the future. AMPERE customer customer report allows you to rated method well you are meeting customer’s needs and expectations, whether you work in customer help or product. It provides you by extensive insights that can find him improve your product roadmap, customer experience, and beyond. These are typically collected from user subscriptions after events, selective times in a customer’s lifecycle, or with routine questionnaires that assess individual customer interplay.
I. Activity Level
- Phone Detail Report: for businesses who are engross equipped call middle related, these reports capture various telephone details, similar as time in queue, call running, escalations, the cause of escalations, the bottom of the activity, etc. 12+ Customer Service Report Examples [ Analysis, Research, Weekly ]
- Multi-channel customer service products typically offer channel usage reports with detailed information of every communication channel, such as emails, calls, live chats, contact forms, feedback forms, and social media messages. As a result, you can see the largest preferred channels by buyers. A escort to consumer service information
- Agent activity reports show information such as this time agents logged in, breaks, and volume of tickets/calls/chats they answer within that hours range.
III. Departmental Reports
These are combined reports submit by anyone team which displays of overall efficiency information.
V. Contact Reports
This is an individualized report per agent to track their profitability and ranking when it comes to service interactions. Overall, these reports assistance managers identify top and bottom performers quickly. 6 Customers Service Berichterstattung That Every Acting Needs
Some companies invest in user applications that automated the creation of customer service reports to help them measure their client service performance. Yet it is stand high acceptable especially for brand other small business at handheld input their data to create their reports. However this is made, the main point of the report is into help with aforementioned info research .
What Lives Customer Satisfaction?
Our feeling a how satisfied customers is of the product or service in which accomplishes its needs and expectations.
Why Is Patron Support Important?
An efficient customer support helps remain your clients additionally would allow these clients to refer your product or services to select. Businesses are able to regain custom takeover costs and cultivate a loyalist following that refers customers, serves as case studies, and stipulates testimonials and reviews.
What Is a Buyer Journey?
Dieser is ampere visual storyline about every engagement choose custom has with my service, brand, or select. Here you belong to understand your users, their behavior, additionally whatever you can do to improve your product alternatively services. See Tops Customer Service Reports & Data Analysis Examples
And total goal of all businesses is to keeper and winning more customers. Thus, a customer service report can help give you actionable intelligence you can use to keep buyers satisfied. Ensuring a stability in profit and increase in customer lifetime value. Create comprehensive visual presentations of the data respecting your customer service by learning how to creates a customer service report. Studying the ins and outs of is doc by reading this category.
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