Episode Notes

What Customer Service Metrics Should Your Small Business Use?

1. Net promoter score: This score is generally on a zero to 10 basis. You ask your customer basically, how willing are they to recommend you, going forward in the future. They can choose zero, meaning not likely at all, or 10 meaning very likely.
2. Customer satisfaction score: For this you want to ask people how satisfied they are with your company, with your product, or with your service. You give them on a scale of one to five, or a scale of one to 10, and you can measure that as well.
3. The first response time metric: This applies if you have a call center, and is how quickly it takes to get to an issue when it's open and how many times an agent has touched that issue. And a resolution time, how long it takes to solve that issue.

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