14 Customer Service Metrics and How to Use Them

Описание: 1. Customer Satisfaction Score (CSAT)
2. Net Promoter Score (NPS)
3. Customer Effort Score (CES)
4. Customer Retention Rate
5. Customer Churn
6. First Response Time
7. First Call Resolution Rate
8. Average Customer Support Ticket Resolution Time
9. Total Number of Customer Support Tickets
10. Volume of Unresolved Customer Service Tickets
11. Preferred Communication Channel
12. Number of Up-sells and Cross-sells
13. Helpfulness of Knowledge Base Articles
14. Types of Customer Support Tickets

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