How to Analyze Customer Service Metrics

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  • 0:03 Analyzing Customer…
  • 0:38 Using Excel
  • 1:31 Balanced Scorecard
  • 3:11 Software Packages
  • 3:46 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and holds 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.

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