1. Customer Service

8 Satisfaction Metrics KPIs

Complaint Resolution Satisfaction Rate %

The percentage of customers who, after making a complaint, were satisfied with how the company addressed the issue.

Complaints Received #

The number of complaints lodged by customers within a given time frame.

Compliments Received #

The number of positive feedbacks or compliments received from customers about a service or product.

Customer Callbacks #

The number of times customers request a callback after an initial service interaction.

Customer Satisfaction Score (CSAT) 🏅

Measures the average satisfaction of customers with a particular experience, usually on a scale from 1 (very unsatisfied) to 5 (very satisfied).

Customer Support Agent Feedback 🏅

The average feedback score or rating received specifically for the support agent’s performance.

Customers With Service Level Agreements in Place #

The number of customers who have a formal service level agreement (SLA) set with the company.

Rate of Customers Given Satisfaction Surveys %

The percentage of customers who are provided with a satisfaction survey post-interaction.