What is an example of a customer KPI?

A customer service KPI, like the First Response Time (FRT), measures the duration between a customer's initial inquiry and the company's first reply. This metric gauges the promptness of a team's response, which can significantly influence customer satisfaction. A shorter first response time often indicates a more agile and efficient customer support system.

What are some KPIs for customer success?

Customer service KPIs include metrics like Customer Satisfaction Score (CSAT), which gauges immediate post-interaction satisfaction, and Net Promoter Score (NPS), which measures a customer's likelihood to recommend a company. Another essential KPI is Average Handle Time (AHT), which evaluates the duration to resolve an issue. First Contact Resolution (FCR), which assesses if concerns are addressed in a single interaction.

How to measure customer satisfaction?

Using any combination of customer service KPIs (CSAT, NPS, AHT, FCR, etc.) will help you better calculate and measure the performance of your customer service team, and therefore, better understand your customer satisfaction score.

eCommerce Archives - Page 2 of 8

eCommerce

Card-Not-Present Transactions

Card-not-present (CNP) transactions occur when the cardholder is not physically present at the point of sale, such as with online purchases or phone orders. This article discusses the unique considerations associated with CNP transactions, including risk factors, regulations, and fraud concerns. Overall, the article aims to equip merchants with the knowledge needed to manage and protect themselves against the inherent risks of card-not-present transactions.

Read the Article