IQS, CSAT, FRT, AHT, DSAT, ART......the list goes on!
Knowing what support metrics to track is important in helping you reach your goals, however, with such a large amount of metrics to track, how do you decide which ones to focus on?
Which metrics are on your radar for 2023 and why did you choose to track them?
Let us know in the comments 👇
Few thoughts on this:
a) it's not much about what you use but how you use it: a company can collect and track all kind of metrics, but if none is put into good use this overtracking turns into a missed opportunity;
b) different companies at different stages of life need different metrics: while VOC metrics (CSat, DSat, NPS, CES) are tricky to change often, KPIs to focus on can even change quarter-by-quarter depending on the support strategy the company needs at different times;
c) metrics are not freely interchangeable: CSat and DSat - even if usually they correspond to a different calculation of scores coming from the same survey they still mean different things; focusing only on internal quality scores without seeing customer feedback through VOC metrics (or vice versa) can leave a blind spot; better FRT is not proxy for overall better customer experience...and so on
In short, there's no silver bullet. A company should probably look at 360° customer experience by triangulating metrics for each cohort (support teams performance -SLAs-, customer feedback and internal quality), reporting strategically and taking actions, consistently with the whole organisation objectives.
So true @Vito Mancini 🙌 Really good analysis here.
I've heard of one prominent company who put all their eggs into CES 🤷
💡An interesting finding from our this year's Benchmark Survey (soon to be launched in March 🎉) was that the most popular KPI tracked by support teams was DSAT (tracked by 43.3% of teams), while CSAT was considered the most important one (by 22.5% of teams).