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Response Time is the Most Used KPI to Measure Social Customer Service

Published On: 28th Aug 2015 10:10 - Modified: 18th Sep 2019

According to our poll, Response Time (75%) and Customer Satisfaction (58%) are the most popular KPIs for measuring social customer service.

Poll – What KPIs do you use to measure social customer service? – answers

Response Time – 75%
Customer Satisfaction – 58%
NetPromoter – 25%
Closure Rate – 17%
Escalations – 8%

Source: Call Centre Helper Webinar Poll – Webinar: 10 Strategies for Social Customer Service Sample size – 249 Date: May 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Response Time is the Most Used KPI to Measure Social Customer Service

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