KPI Compilation: 400+ Customer Service KPIs (PowerPoint PPTX)

This presentation is a comprehensive collection of Key Performance Indicators (KPI) related to Customer Service. A KPI is a quantifiable measure used to evaluate the success of an organization, employee, or process in meeting objectives for performance.

KPIs are typically implemented at various levels within an organization, from the highest strategic level down to individual departments and teams. These KPIs in Customer Service help us identify inefficiencies and successes in Customer Service operations, enabling targeted strategies and improvements for Customer Experience, Service Delivery, and Cost Management.

In total, we have compiled over 400+ Customer Service KPIs in this PowerPoint presentation. These KPIs are categorized into the following 9 groups, which is also how this presentation has been structured:

1. Call Center Operations – KPIs for call center operations provide valuable metrics on call handling efficiency, agent productivity, and service level agreements, guiding improvements for enhanced customer interactions.

2. Customer Engagement – Customer Service KPIs measure the depth and quality of customer interactions, informing Customer Experience Strategies to increase engagement and build lasting relationships.

3. Customer Feedback – These KPIs gauge Customer Satisfaction and Customer Experience, essential for adjusting Service practices and improving Customer Retention.

4. Customer Quality Feedback – KPIs focused on quality feedback highlight areas where customer expectations are or are not being met, driving quality enhancements in service and product offerings.

5. Omni-channel Support – Omni-channel Support KPIs assess the effectiveness and coherence of customer support across various platforms, aiming for a unified and high-quality Customer Experience and Customer Journey.

6. Service Delivery Optimization – KPIs related to Service Delivery track the efficiency and effectiveness of services provided, helping to streamline processes and enhance Customer Satisfaction.

7. Service Quality – Service Quality KPIs offer insights into the perceived value of services rendered, underpinning efforts to uphold high standards of Customer Service.

8. Support Ticket Management – KPIs for Support Ticket Management help quantify the performance of support systems and teams in managing and resolving customer inquiries and issues promptly.

9. Technical Support – Technical Support KPIs measure the resolution effectiveness and technical acumen of support staff, ensuring customer issues are resolved competently and efficiently.

Many Fortune 500 companies engage top management consulting firms, like McKinsey, BCG, and Deloitte, to identify and implement KPIs, acknowledging their critical role in driving performance and strategic alignment, despite the significant investment this process entails.

This PowerPoint presentation also includes an introduction on KPIs, covering topics like KPI selection guidelines and common usages.