Take a Balanced Approach to Measuring Customer Service

Published On:
November 30, 2023
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Benchmarking your organization’s customer service function is critical for finding improvement opportunities, discovering trends over time, and more. But choosing the right measures to reliably track customer service can be challenging for many organizations. 

APQC recommends that organizations take a balanced approach to measuring customer service by tracking multiple KPIs that each measures different aspects of the customer service process and related activities. In this article, APQC draws from its customer service research, sponsored by Esker Inc., to provide 10 common customer service measures, which are divided into four measure categories: 

  • cost effectiveness, 
  • staff productivity, 
  • process efficiency, and 
  • cycle time.