KPIs & Metrics

3 Customer Service Goals You Should Be Tracking

By putting some effective goals in place for your customer service agents, you can motivate them to provide the best care possible for your clients.

Every manager knows the importance of goals. If you aren’t aiming for something, you’ll never hit it. But defining your customer service goals can seem tricky. How can you measure relationships? How can you track experiences? As difficult as it seems, there are ways to track customer service that help you achieve your business goals.

Don’t forget to follow the SMART goals method by making your goals specific, measurable, attainable, realistic, and timely. Saying things like “Have happy customer service agents” or “Provide exceptional service” aren’t really goals—they’re more like platitudes. By adding numbers and specificity to your goals, you’re much more likely to achieve them. In turn, those platitudes will become reality.

Here are a few goals to either implement now or get the gears rolling.

  1. Customer satisfaction. Find a way to measure your customer satisfaction. When you send out a survey or give a phone call postinteraction, is there a way that clients can rate their experience on a scale of 1 to 10? Obviously you can also ask for more specific feedback, but by having some kind of number attached, it’s easier to create a goal. Ask customers to consider things like attitude of the customer service agent, satisfaction with the result of the conversation, and understanding of the product or service. If a customer ranks your service low, feel free to reach out and get more details. Example: Have 0 customer satisfaction rankings under a 4 this quarter.
  2. Quick answers. Does a customer have to wait 48 hours for a phone call back? What about implementing an e-mail helpline or encouraging customers to ask questions on Facebook? Try to limit how many customer cases you have open by solving them quickly. This might mean giving customer service agents some wiggle room in decision making. Example: Have every open customer case resolved within 24 hours this quarter.
  3. Increased sales per customer. How much money does each individual customer spend? Find a way to raise that amount, whether it’s by offering additional small services or by giving discounts for further purchases. How is this completed effectively? By listening to the needs of each and every customer. Customers who are heard become customers who spend money. By paying more attention to your individual customers, they’ll spend more money and you’ll see your bottom line go up. Example: Raise the dollars spent by each customer by 5% this quarter.