Product Development Metrics & Customer Service

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  • 0:03 Product Development Metics
  • 0:39 First Contact Resolution
  • 1:39 Time to Resolution Metrics
  • 2:19 Utilizing Resolution Metrics
  • 2:53 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.

Product development metrics based on customer service feedback are most valuable tools. This lesson will discuss ways to use customer service metrics to help with product development metrics.

Product Development Metrics

In every interaction you have with a customer, you have the opportunity to find out more about your product. From customer surveys to verbal feedback, turning to customers to determine how your products are doing is a key component of product development. For example, when a customer calls in to report a problem with a product, you have the opportunity to get feedback on how your product is doing. It is important to use your customer service metrics to create product development metrics. Product development metrics are ways to measure the feedback on a product.

First Contact Resolution

A common customer service metric used is first contact resolutions. This metric measures the percentage of customer interactions that are satisfied the first time a customer makes contact with the business. This metric can be further analyzed to take a look at product development. If you break down the results from this metric by reason for the contact, it will provide you with information about products causing issues that are easily resolved.

For example, Samantha is the manager of customer relations for a car dealership. Her team handles all customer issues. Samantha analyzes the results of the first contact resolution metric by reason to determine the cause of the majority of issues over the past three months. She discovers that most calls resolved during the initial contact have been about using the touchscreen in the new SUV. A product development metric that can be created from using first contact resolution metrics is quick resolution product issue.

Time to Resolution Metrics

Another customer service metric that can be used for product development is time to resolution metrics. Time to resolution metrics measure the amount of time it takes to resolve an issue. If this metric is analyzed by the issue being resolved, it can provide insight into which products are causing the most time-consuming issues and help determine what the issues are with the product.

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