3 Essential World-Class Customer Service Metrics

Increased competition has forced companies to look for new ways to satisfy customers. Businesses today can use different customer relationship software to gauge customer satisfaction levels, or customer service metrics. With a few clicks of the mouse, they can get insightful analytics information about overall customer experience.

Customer Service Metrics

In this post, you will learn about three essential world-class customer service metrics that you can use to gain a durable competitive advantage.

Essential Customer Service Metrics

  • The Customer Effort Score (CES)

The Customer Effort Score (CES) is an effective tool that can help measure customer satisfaction levels.This world-class customer service metric measures the effort that is required to interact with the company.

Companies can create a positive customer experience by reducing customer effort. In other words, the customer experience can be improved by helping customers solve issues quickly and effectively. The lower the effort required to solve problems, the higher the CES — resulting in increased customer satisfaction levels.

  • Net Promoter Score (NPS)

Net Promoter Score (NPS) is another important metric for measuring customer satisfaction levels. This world-class customer service metric offers greater insight than the CES metric, as it involves asking customers how likely they are to recommend a product or service to others. This is usually done through a survey, containing questions that are rated on a scale of 1 to 10.

Customers are categorized into different categories based on their response. For instance, the following customer categories can be created based on the answers:

  • Detractors — Score below 6
  • Passive Customers — Score in the range of 7 to 8
  • Active Promoters — Score in the range of 9 to 10

To calculate net NPS survey, subtract the percentage of detractors from the percentage of active promoters. The net score gives an indication of the current customer satisfaction levels.


  • Customer Satisfaction Score (CSat)

The third metric that can be used to gauge customer service quality is the Customer Satisfaction Score (CSat). This world-class customer service metric indicates whether customers are generally happy with the product and services or not.

CSat includes a straightforward question to gauge customer satisfaction such as, “How satisfied are you with the customer service?” The answer is generally rated on a scale of 1 to 5. A score of 1 indicates that the customer is not happy with the service while a score of 5 indicates that the customer is very satisfied with the service.

Make sure that your company makes the effort to improve your world-class customer service metrics. A low customer satisfaction score is indicative of poor customer service. In order to improve customer service, implement online tools such as live chat support system, interactive voice response (IVR), and chat software.