Top 25 Customer Service KPIs of 2011-2012
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While the emphasis put on customer satisfaction and the adoption of a customer-centric orientation in business organizations is growing, so is the importance of the Customer Service capability.
The Top 25 Customer Service KPIs of 2011 - 2012 report contains a thorough analysis on the most popular customer service KPIs in 2011-2012, selected by the number of views they received from the smartKPIs.com community.
About Customer Service as a Functional Area
Customer Service refers to the services provided to existing and potential clients throughout the sale life cycle - before, during and after thepurchase. The service capability is a major driver of customer satisfaction and loyalty and a source of sustainable competitive advantage.
Customer Service sub-categories on smartKPIs.com are:
- Customer Requests Management;
- Customer Satisfaction;
- Complaints Management;
- Customer Care;
- Account Management;
- Customer Service Profitability.
Highlights from the report
Top 25 Customer Service KPIs of 2011-2012 offers an overview of the most popular KPIs for Customer Service as a functional area, by combining input from the smartKPIs.com community with research and analysis from the editorial team. Some of the main sections are:
- "KPIs ... Naturally", an article that sets the context through a discussion on what is old and what is new in the use of KPIs;
- An introduction to the custom KPI documentation form developed by the smartKPIs.com research team for documenting KPIs (with over 30 fields of data, making this the most thorough KPI documentation template in use today);
- A list with the names of the Top 25 Customer Service KPI examples in 2011-2012 on smartKPIs.com;
- Among the most popular 25 KPI examples for Customer Service in 2011-2012, top 3 is made of:
- # Speed of answer (SA)
- % First contact resolution rate
- % Call transfer rate
- A detailed description of each KPI listed in the report, as documented in smartKPIs Premium (the premium content section of smartKPIs.com);
- Comprehensive insights on Key Performance Indicators (KPIs) as performance measurement tools and a glossary explaining the most popular terms characterizing KPIs.
Offers valuable insight into the top 25 KPIs of 2011-2012 which are essential for assessing and optimizing your performance in the Customer Service sector.
The top five KPIs are:
# Speed of answer (SA)
% First contact resolution rate
% Call transfer rate
% Customer complaints due to poor service or product quality
# Time spent on customer relations.
- Category: Research reports
- Product ID: sK0128091
- Publication date: November 1, 2012
- File format: PDF
- Download size: 10.15 MB
- Pages: 76
Table of contents
- Executive Summary
- About Key Performance Indicators (KPIs)
- KPIs ... Naturally
- smartKPIs.com Community Profile
- 2011-2012 smartKPIs.com Functional Areas Taxonomy
- 2011-2012 smartKPIs.com Industries Taxonomy
- KPI Documentation form Explained
- Customer Service as a Functional Area
- Top 25 Customer Service KPIs of 2011-2012 List
- Appendix A: Related Reports
- Appendix B: Training courses
- Appendix C: Advisory services
- Appendix D: Technology solutions
- Appendix E: Glossary of terms
"The content was clear, concise and to the point. Successfully organized and easy to understand."
Organizational Development, Zeler & Company, Greece
"The content was satisfactory and up to mark."
Supervisor, Planning & Efficiency, Power and Water Utility Company for Jubail and Yanbu, Saudi Arabia
"The material was very useful and it helped me to better understand KPIs aspects: how to be created, applied, used by pushing the team forward for their maximum performance."
Raw Materials Sales Manager, Arabian Agricultural Services Company, Saudi Arabia
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