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Customer Service Department Scorecards
The following collection of Customer Service Department Scorecards metrics includes tactically relevant KPIs based on best practices and real-world application.
Metrics Included with this Template
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- Increase the “Very Satisfied” response on customer survey to x% of the time
- # of very satisfied surveys
- Reduce average call wait time from x to y
- Total # of calls
- Total # of surveys
- Total wait time for all calls
- # of problems that impacted the customer
- Total # of problems during the monthly review period
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or
[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_column_text]- Reduce the % of defects from customer claims from x% to y%
- Total # of goods returned
- Total # of goods returned from the customer
- Reduce resolution time of complaints from x days to y days
- Reduce the Customer Service Cost Ratio to less than $x.xx
- Total cost of customer service
- # of customers that were provided service
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