Setting customer service baselines and then hitting them is essential for not only delivering on your goal of providing great customer service but also for evaluating how the support team is performing.
As we were putting together our big new customer service metrics guide (Customer Service Metrics That Matter), we asked the target setters and trackers on Zendesk’s customer service team what customer satisfaction and team performance metrics they considered essential. We also asked them how they set achievable targets for these metrics. The answers we got are presented here in our new infographic (and in the guide, of course).
Here’s the what, why, and how of these essential operational baseline metrics:
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