Customer Service Department Scorecards

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

  • 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
  • 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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