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

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