Top 5 Customer Service Metrics Companies Should Measure

Published on:
Mon Aug 21 2023
Customer Experience

Customer service is an important part of the customer experience, and it is becoming more important than ever. With customer service metrics, companies can measure their level of customer satisfaction.

The metrics can be used to identify areas that need improvement, both for current customers and potential customers. They can also be used as benchmarks for measuring the success of future changes made to improve customer service quality.

Achieving high levels of customer satisfaction requires a commitment from every member of your organization from the front lines to upper management. Customer service metrics can be used to show how much progress you have made and inform future decisions that affect customer satisfaction.

Understanding the Vital Role of Customer Service Metrics

The different types of customer service metrics that can be used for measuring customer service effectiveness are as follows:-

1. Customer Satisfaction Score (CSAT)

The CSAT score is one of the customer service metrics that gauge customer happiness. It is typically measured through post-interaction surveys, where customers rate their level of satisfaction with the product/service they received. By tracking customer satisfaction scores, you can identify areas for improvement and ensure that customer expectations are met.

CSAT Score = (Number of satisfied customers / total number of respondents) x 100

2. Net Promoter Score (NPS)

Net Promoter Score (NPS) is one of the important customer service metrics that measures how likely a customer is to recommend a product/service to others. It's calculated by asking customers a single question: “How likely are you to recommend [brand] to a friend or colleague?”

Those who answer with 9-10 are considered promoters, 7-8 are passives and 0-6 are detractors.

The NPS score is calculated using the following formula:

NPS = % of Promoters - % of Detractors

3. Customer Effort Score (CES)

One of the top customer service metrics is the customer effort score which measures the effort customers put into obtaining a solution. It is the measure of the effort or time it takes to complete a task or transaction.

A high CES means that your product/service is very simple to use and that it makes it easy for customers to complete their tasks. On the other hand, a low CES could indicate that your customers find it difficult to communicate with your product and customer care, which could result in high customer churn rates.

The formula to calculate the customer effort score is as follows:-

CES = Total sum of responses scores / Number of responses

4. Average Resolution Time

This customer service metric tracks the time the customer service team takes to fully resolve customer issues. Measuring this customer service metric allows you to identify bottlenecks in your support process, set realistic customer expectations, and continuously improve your service delivery.

Average Resolution Time = Sum of resolution times for all cases / Total number of cases

5. Social Media Engagement

Social media engagement metrics, including likes, shares, comments, and mentions, provide valuable insights into customer sentiment and brand reputation. Measuring social media engagement involves tracking customer interactions on social platforms.

By analyzing social media engagement, you can gauge customer reactions to your brand, identify potential crises or opportunities, and tailor your messaging to align with customer preferences.


Customer service metrics are important for businesses to measure their performance. The right metrics will help you understand what your customers want and how they feel about your company's products or services. By measuring these metrics, you can identify areas where there might be problems and make changes before they become serious issues for customers.

If you are looking to measure and optimize personalized customer experience, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get the detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

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