8 Metrics Every Customer Service and Support Leader Should Care About

Discover the customer service metrics that matter most for driving customer loyalty, improving experiences and reducing cost to serve.

Download the Customer Service Metrics Report

Learn how to build a more effective service and support metrics hierarchy that aligns operational performance to business outcomes.

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    As customer expectations evolve and organizations increasingly look to service teams to balance customer experience with operational efficiency, leaders are under pressure to revisit how they measure success.

    Download the 8 Metrics Every Customer Service & Support Leader Should Care About report to:

    • Identify the eight critical metrics that help connect service performance to business outcomes such as customer loyalty and cost optimization.
    • Learn how to distinguish between strategic and operational measures, and build a metrics hierarchy that supports enterprise goals.
    • Discover common measurement mistakes and practical recommendations for improving the accuracy and usefulness of your customer service KPIs.

    About Customer Service Metrics

    As business models and priorities evolve, and with ever-increasing pressure on service and support functions to reap the cost-efficiency and CX benefits AI offers, service and support leaders know they must reevaluate their metrics to better communicate functional value.

    We recommend that leaders develop a hierarchy of metrics to demonstrate the contribution of service and support to broader enterprise goals. Start by articulating the function’s business objectives and how they support enterprise goals, then build a cascade of metrics that demonstrate and drive service and support success against these objectives. While we recommend every leader undertake their own metrics reevaluation to take their brand positioning, channel portfolio, organizational structure, current maturity, etc., into account, eight metrics should feature in most organizations’ metrics hierarchies (see Figure 1). This is because they support the two most common functional objectives of service and support leaders: driving growth through loyalty/ disloyalty mitigation and reducing cost to serve.

    Often, however, these measures are either not measured at all, misprioritized in leaders’ metrics hierarchies or calculated inaccurately, diminishing their power and the associated CX and cost improvement opportunities. This insights report sets out how these eight metrics should be used within a service and support metrics hierarchy, the common challenges that prevent them from reaching maximum utility and follow-on deep-dive insights on each measure.