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(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
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We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
01
Customer service metrics are used to measure how good an organization’s customer service is. It is important for companies to measure and track customer experience in order to prevent customer churn and promote customer loyalty.
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02
These are some metrics used to measure customer service within organizations:
Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.
03
Net Promoter Score® , or NPS® , is a customer satisfaction metric that quantifies customer satisfaction by measuring the likelihood that customers will recommend your products/service/organization to others. It typically takes the form of a single-question survey that asks consumers the following question, or a similar variation of it: “How likely are you to recommend our products/services to others?”.
This question is followed by a 10 point scale, where respondents can express their likelihood to spread a positive word about the organization or its products/services.
Survey respondents are then categorized into the following three categories:
Once respondents have been categorized, the following formula is used to calculate the NPS® :
NPS® = % of promoters – % of detractors
NPS® is expressed as a number between -100 to 100, where a positive score indicates the organization has more promoters than detractors and a negative score indicates more detractors than promoters.
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04
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Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.
05
Customer Effort Score, or CES, measures how much effort a customer has to exert during an interaction with a company. This interaction can be a touchpoint such as the effort exerted while:
CES surveys take the form of a single-question survey as well, where customers are asked to rate their experience from “very difficult” to “very easy”. The following formula is used to calculate CES:
CES = % of customers who had – % of customers who had
an easy experience a difficult experience
A good CES score is defined by industry standards, however, a positive value is a good indication as it means that the number of respondents that had a seamless experience with the organization is higher than the number of respondents that had a difficult experience.
Customer Churn Rate, or customer attrition rate, is the rate at which customers stop doing business with an organization. This customer service metric is an important indicator of customer satisfaction but is a little more tedious to calculate than other metrics as there is more than one predictor of churn. To calculate it, operational insights such as declining repeat purchases or reduced purchase amounts need to be taken into consideration.
Operational metrics are calculated using operational data, or O-Data. These are tangible records of activities that can indicate employee efficiency, response times, resolution rates, and more.
These are a few important operational metrics used by organizations to measure customer satisfaction:
First contact resolution rate, or FCR, measures how many cases require only one contact from the customer before their issue is resolved. A high first contact resolution rate is an indicator of good customer service as it correlates with a high CES, which means the customer exerts less effort when contacting your organization
Average Handle Time, or AHT, measures the time a contact center agent spends working on a single contact. The less the AHT, the more efficient your contact center is. This means they are providing good customer service efficiently, improving customer experience while reducing operational costs.
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