What is a good KPI for customer service?

Claudia Academy cover with the title “What is a good KPI for customer service?” The subtitle explains that a KPI is a number you measure the same way every week, and that you can start with the response rate and a target of your own.

Four features of a useful KPI: clearly defined, so everyone counts the same way; within your control through your own way of working; easy to count from a list you already keep; and always measured over the same period, for example per week.

Explanation of the response rate. The numerator is the number of unique requests that got a real response that week, not just an automatic message. The denominator is the number of new requests, where repeat messages count once and spam is not counted. The calculation is answered divided by unique times 100 percent; in a fictional example calculation, 38 of 45 answered is 84 percent. The rate says nothing about speed or quality.

Five numbered steps to choose your own target. One, first measure for two to four weeks without a target. Two, look at when and through which channel requests were left waiting. Three, choose an achievable improvement on your own average, not a number from the internet. Four, link one concrete action to it. Five, look back every month and adjust the target if needed.

Summary: a good KPI is clear, counted honestly and suits your business. There is no universally good percentage; your own starting point is the yardstick.

Pointer to the free Claudia Academy lesson “Measure results and improve every week,” at claudia.bitsplease.org/en/academy/customer-service-system/lesson-5-measure-improve.