Copyright

How to Analyze Customer Service Metrics

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: How to Interpret & Improve Customer Service Metrics

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
 Replay
Your next lesson will play in 10 seconds
  • 0:03 Analyzing Customer…
  • 0:38 Using Excel
  • 1:31 Balanced Scorecard
  • 3:11 Software Packages
  • 3:46 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Timeline
Autoplay
Autoplay
Speed Speed
Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

Analyzing customer service metric data can be overwhelming and challenging. This lesson will discuss ways to organize and analyze data from customer service metrics for all sizes of organizations.

Analyzing Customer Service Metrics

It is important to use metrics in customer service, and it's just as important to have a plan in place to organize and analyze the data provided by the metrics. Metrics are a way of measuring some aspect of a company's performance. For example, a common metric in customer service is overall customer satisfaction. Organizing the data from these metrics and presenting the information in a way that your customer service team will understand can prove to be challenging. However, a few key tools can make the job easier. We'll discuss these now.

Using Excel

One way to organize customer service data, particularly in smaller companies, is by using an Excel spreadsheet. Creating a spreadsheet with the data from your customer service metrics can help you analyze the information as well as present it to your team. With Excel, you can present data in graphs and charts and easily determine if you are meeting your goals and objectives. Using Excel is beneficial if you are distributing the information to managers and department heads.

You can use a dashboard in Excel to keep track of your key performance indicators. A dashboard can easily show the main areas you're working on and provide results that are easy for your team to look at. For example, a dashboard can have your main focus on areas such as overall customer satisfaction, intent to return, and problem handling. The dashboard will show the results for these areas.

Balanced Scorecard

Another way that customer service organizations in different size companies can organize and analyze data from metrics is by using a balanced scorecard. A balanced scorecard is a performance management tool to help monitor metrics and is a great way to present information to all employees. Companies use a balanced scorecard to show the data from metrics in one centralized, easy-to-read format. A balanced scorecard usually focuses on all areas of the business, with customer perspective being one of the main metrics. Other metrics included on a balanced scorecard can include financial, internal processes, and learning and growth metrics.

To unlock this lesson you must be a Study.com Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use Study.com

Become a Study.com member and start learning now.
Become a Member  Back
What teachers are saying about Study.com
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account
Support