Response Time is the Most Used KPI to Measure Social Customer Service 853 Filed under - Archived Content, Key Performance Indicators (KPIs), Polls 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 Published On: 28th Aug 2015 - Last modified: 18th Sep 2019 Read more about - Archived Content, Key Performance Indicators (KPIs), Polls Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter