The average length of time customers who start chats wait before being connected with an agent.
Total length of time all customers wait before connecting with an agent/ Total number of calls = Average call wait time
Service level describes the measurable services you provide customers in a given time period — for example you may want 80% of incoming chats to be answered within 60 seconds. Service level is a leading indicator for measuring the customer experience.
The basic formula is
Service Level = total chats answered within threshold/(total chats answered + total chats abandoned) x100
The number of customers who close their chat before being connected with an agent. This is calculated as:
Abandonment Rate = (Number of customers who abandon chats up before connecting with an agent/Total number of chats) X100
Average Handle Time
The total average duration of a single interaction, including wait time, chat time and the follow-up or related admin tasks.
AHT = (Total talk time + Total hold time + Total post-call work time)/Number of support conversations
Concurrency tells us how many chats agents are handling at the same time.
Customer Satisfaction (CSAT)
Customer satisfaction score indicates how satisfied your current customers are with your product or service.
It can be measured a variety of ways, but the most common is a transactional rating after contacting support. You might pose the following question:
“How would you rate your recent experience with our help desk?” with the options: “Bad” or “Good”.
CSAT% = Number of “Good” responses/Total number of surveys received x100
Net Promoter Score (NPS)
NPS is, broadly speaking, the likelihood your customers would recommend you to people they know.
Ask your customers how likely they are to recommend your product or company to someone else, on a scale of 0-10. Scores between 0-6 are detractors, 7-8 are neutral, and 9-10 are promoters. Calculate your NPS by finding out the percentage of promoters minus the percentage of detractors. The higher the NPS the better.
NPX = % promoters – % detractors
(NPS scores are a number between -100 and 100. The higher, the better.)
Customer Effort Score (CES)
CES measure how much effort your customers have to put in to have their requests handled.
For example, you can ask them “How easy was it to get your issue completely resolved?” Answers could be on a scale of 1-5 or 1-7, ranging from “Very easy” to “Very difficult.” Or, you can ask customers to what degree they agree with the following statement: “You made it easy for me to resolve my challenge” on a scale of 1-5 or 1-7.
Their score (or average score) is your CES. Calculate total CES by finding the average of all your customer scores:
CES= All customer effort scores /Number of customers who responded
This is just a sampling of customer support metrics. For more information on metrics and how to strategically implement the right ones in your operation, we recommend seeing our complete white paper: The Ultimate Guide to Customer Support Metrics.