Inbound contacts received via social media as a percentage of total inbound contacts

This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer service, or complaints) received via social media (e.g., Facebook, Twitter, etc.). It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customer service requests/inquiries" process.

Benchmark Data


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Measure Category:
Supplemental Information
Measure Id:
Total Sample Size:
114 All Companies
Key Performance

Compute this Measure

Units for this measure are percent.

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(Total number of inbound contacts received through social media / Total number of inbound contacts for contact center) * 100.0

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.2.1)

  • - Receive customer problems, requests, and inquiries (10394) - Receiving requests for information from customers over multiple channels. Receive various requests and inquiries from customers regarding products/services. Accept these inquiries through channels such as email, telephone, online forms, text messages, social media, and in person. Supply dedicated equipment, systems, and personnel.
  • - Analyze problems, requests, and inquiries (13482) - Analyzing various requests and inquiries from customers regarding products/services. Provide answers and offerings to satisfy the customer's needs.
  • - Resolve customer problems, requests, and inquiries (10395) - Routing customer inquiries in order to service them with the most apposite response. Direct customer inquires to the best suited personnel or system. Have a system or procedure capable of efficiently channeling these requests.
  • - Respond to customer problems, requests, and inquiries (10396) - Responding to customer requests by email, conversation, interactive voice response, mail, etc. with the most appropriate reply. Instill a robust process to locate the right information for a solution to a customer's problem.
  • - Identify and capture upsell/cross-sell opportunities (16928) - Utilizing customer inquiries as opportunities to either provide a comparable service to the one in question, offer additional complimentary service, or suggest a service that is better than what was initially offered.
  • - Deliver opportunity to sales team (16937) - Providing possible sales leads to the sales team in an effort to garner more business opportunities.