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
