How to Interpret & Improve Customer Service Metrics

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  • 0:03 Using Metrics in…
  • 0:50 Linking Using Metrics
  • 1:33 Interpreting
  • 2:57 Improving Customer…
  • 3:54 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

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

Every company now uses metrics to determine how they are doing in the customer's eyes. This lesson will discuss interpreting and improving customer service metrics.

Using Metrics in Customer Service

Every company uses data to determine if they are succeeding in customer satisfaction. Metrics are used to provide this information. Customer service metrics are simply methods of obtaining information on the customer service aspect of any given area of a business. For example, customer service operations focus primarily on customer satisfaction, so they use metrics like surveys to determine how satisfied their customers are. Many different businesses use these tools - Michael recently took his car in for an oil change, and after completing the service he received an email asking him to fill out a survey regarding his experience. This is an example of a metric in customer service.

Linking Using Metrics

Metrics can also be used to measure the link between customer satisfaction and financial aspects of a company. Most companies have caught on to the trend of measuring customer satisfaction, and as a result, they have realized that their customer's satisfaction directly relates to their company's success. For example, David, the local owner of a bookstore, saw a decrease in his revenue over the past month. After looking at his customer surveys, he noticed a decline in satisfaction as well. If customers are not happy, they will not return, and they will be less likely to recommend your business to someone else. This is why it is so important to understand the direct link between customer satisfaction and success.


After you've determined which metrics you want to use, next you need to have a plan for interpreting those metrics. Here are some tips for interpreting different metrics that can be used in customer service:

  • Customer satisfaction surveys: When using customer satisfaction surveys, make sure to compare your latest results to your previous results. Don't just compare your metrics to your competitor's metrics. If you only compare your metrics to your competitor's, you will not be able to see any progress you have made. Also, make sure you are not just looking at the averages. It is important to look at all of the data to be able to interpret it accurately. If you look at just one week of customer satisfaction scores, it may not reflect an accurate result.

  • Call center metrics: Other metrics used in customer service can include call center metrics, such as wait times and response times for when customers call in. These type of metrics do not determine success but can help to determine efficiency. These metrics can also relate to customer satisfaction and should be used to improve customer satisfaction. For example, if your wait times have increased over the past month and you have seen a decrease in customer satisfaction, then you can use this metric to help improve your customer satisfaction by seeing that you need to reduce your wait times.

Improving Customer Service Metrics

Companies are using metrics to measure just about everything. Here are some tips for improving your customer service metrics:

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