Enhance Your Workflow with Our Security Bill Format for Product Quality

Security bill format for Product quality

There are tons of different metrics out there that allow you to track the purr-formance of your support team – ranging from metrics that drill down into the nitty-gritty aspects of the work you and your team do to overall business metrics that can just as well be analyzed from a support perspective. In this video, we'll focus on the ones that actually matter and help you ensure that the quality of your customer support is top-notch. There are four customer service quality metrics that provide great insight into how well your agents are handling their tasks – CSAT, NPS, IQS, and CES. Customer Satisfaction – or CSAT – is a metric often used to measure how satisfied your customers are with your support of the service or product that your company provides. It is usually measured by using variations of the question: "How would you rate the support you received?" Respondents give an answer that is something between “Good, I’m satisfied” and “Bad, I’m unsatisfied”. The results can be averaged out to give a Composite Customer Satisfaction Score, usually expressed as a percentage – 100% being total customer satisfaction… …and 0% signifying total customer dissatisfaction. While CSAT is a transactional quality metric asked for a specific interaction, Net Promoter Score, or NPS, is a more holistic metric designed to measure the customers' overall experience with your company. NPS asks the question: "On a scale of zero to 10, how likely are you to recommend us to a friend or colleague?" Customers who answer 9 or 10 are considered Promoters and are your best brand advocates. Those who responded 7 and 8 are labeled as Passives. 6 and lower are Detractors and are considered likely to churn. But CSAT and NPS only tell half of the story – they reflect how satisfied your customers are with what you do. Your customers shouldn’t be the only ones who judge the quality of your customer service, as they give feedback to the product and company, not just customer service don’t see the complex processes behind their inquiries and don't know your quality standards. They can’t judge how well your agents followed internal guidelines for the tone of voice… …or if they provided the best possible solution to the customer's inquiry. The only one that knows the answers to those questions is… you! This is why Internal Quality Score is the third most important customer service quality metric to track. IQS rates your customer conversations from your own perspective and can be based on peer-reviews, manager-reviews, or even self-reviews. IQS is based on rating categories defined by you. For example: solution, tone and product knowledge. But can be based on any values that are important to your support organization and the qualities that you deem relevant to a successful interaction. Once you start reviewing and rating conversations you’ll be able to track the aggregate internal quality score. IQS is a crucial metric as the quality of your support interactions affects almost all other relevant KPIs and metrics and by analyzing your interactions, you’ll be able to find gaps in your team’s knowledge which, in turn, can serve as the basis for improvement in many areas. Last, but not least – your company’s Customer Effort Score reflects the amount of work your customers have to put in to get a resolution to their inquiry. CES is measured by asking customers to rate whether they agree with a statement like: "Your company made it easy for me to handle my issue." The easier it is for your customers to find and do everything they need, the more likely they are to be happy and stick around. By segmenting your customer base or specific product areas you can begin to identify the most challenging parts of your customer experience and focus on improving those areas. Now that you’re well-versed in the fine art of customer service quality metrics… …we’ll leave you with our top pro-tip. Make sure you combine quantitative and qualitative metrics and always look at the customer experience from two perspectives – your customers' and your own to ensure top-notch quality across your customer support.