In today’s business world, competition is fierce across all industries and sectors, which means that to survive and thrive, working with measurable online data analysis and performance metrics is essential.
Studies suggest that by 2020, customer experience (CX) will be the main brand differentiator (according to a research conducted by the customer experience consultant company Walker), surpassing factors such as price and product in terms of importance to today’s digitally native consumers. By choosing from various KPI examples to help track and measure the success of your company’s customer-facing activities, you stand to set yourself apart from the competition in a big way.
Working with service desk metrics and KPI reports will help you make the improvements you need for continual growth and success. To put this notion into perspective, we’re going to explore the value of a helpdesk KPI, delve deeper into service desk metrics, and look at some real-world examples for your reading pleasure.
What Is A Helpdesk KPI?
A helpdesk KPI (or service desk KPI) is a performance metric centered on your business’s customer service and support activities. These KPIs include first response times, issue resolution rates, customer satisfaction levels, and other important consumer-facing metrics.
As the saying goes: what gets measured can be improved. Your customer service and support operations are no exception.
By gaining the level of insight delivered by KPIs, it’s possible to spot trends, capitalize on strengths, identify weaknesses, and become more cohesive, consistent, successful, and intelligent as an organization.
As mentioned, customer experience is pivotal to commercial success and evolution in the digital age, and by working with helpdesk metrics, you stand to push yourself ahead of the pack, one insight at a time.
A service desk KPI drills down into the areas of customer service relating to clients' and customers' issues and requests from various forms of media including phone, web chat or email. These metrics measure the success of your customer-centric operations. For a service desk to remain successful, communication is key.
The primary role of a service desk is to make sure that end users (clients, consumers, and business partners) receive appropriate help with their issues, requests, and questions in a smooth, timely manner.
Like helpdesk KPIs, service desk metrics and key performance indicators are designed to assist in the continued growth, success, and improvement of your business’s consumer-facing efforts. Together with helpdesk metrics, service desk KPIs will help to make every one of your customer service touchpoints the best it can be.
Why Are Helpdesk & Service Desk KPIs Important?
Service desk metrics and key performance indicators are incredibly powerful and will help to improve your business, encouraging customer loyalty and boosting your bottom line.
In addition to these clearcut benefits of using helpdesk or service desk KPIs, here are a few other reasons why tracking customer service metrics is vital to the ongoing success of your business:
- Clarity: By working with helpdesk KPIs, you’ll gain a clear understanding of where you need to focus your efforts to improve your customer service performance. For instance, if some of your agents are underperforming, you’ll be able to gain a deeper understanding of why that is and be ready to take the right approach by offering training, support, and motivation. This, in turn, will boost your customer satisfaction metrics.
- Accountability: A KPI for service desk will help make people more accountable for their performance, responsibilities, and duties in several key customer-facing areas. If the data is presented in a clear, digestible format, such as a customer service report, the proof will indeed be in the pudding. This means that everyone in your business will need to accept accountability for their actions, making your organization stronger and more productive.
- Engagement: By obtaining access to a panoramic snapshot of your business’s entire customer service and support processes, you’ll be able to make vital improvements to your service levels, consumer touchpoints, content, and communications. In doing so, you stand to improve your levels of customer engagement significantly, which will have a positive impact on your brand authority and overall consumer-facing performance levels.
- Loyalty: In this context, helpdesk KPI-driven loyalty works on two levels: customer loyalty and support staff loyalty. Simply put, if your support staff are happy, motivated, and engaged, they will be more loyal and perform better; and if your customers are satisfied with the level of service you offer them, your chances of repeat custom will improve exponentially.
"A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well." – Jeff Bezos
Top 5 Helpdesk KPI Examples
Now that we've established the power and business-enhancing potential of helpdesk metrics, it's time to explore some real-life service desk KPI examples. These are the metrics you need to track for the best possible customer data management and service-driven business performance.
Here we look at 5 helpdesk and service desk KPIs starting with our tickets by status performance metric.
1. Tickets by status
The first of our service desk KPI examples, tickets by status, is a must-track metric as it offers a clearcut insight into the number of support tickets your business receives as well as the corresponding ticket status.
By monitoring your customer service inquiry ticket statuses (new, open, pending, on-hold, solved, closed) on a regular basis, you’ll be able to track the overall performance and responsiveness of your customer service operations, giving you the opportunity to make vital improvements while offering the kind of internal support that will significantly boost your consumer satisfaction levels. This is a service desk KPI that will improve your business on a consistent basis.
2. First response time
Your first response time (FRT) is an essential KPI for service desk as it measures the average time between the receipt of a consumer inquiry to the initial communication made by a customer representative.
This helpdesk template has a significant impact on customer satisfaction and loyalty, so keeping your FRT as low as possible should be one of your business’s main consumer-facing priorities. This service desk KPI will help you keep a visual log of your FRT over time, presenting a prime opportunity to consistently enhance your support strategy.
3. Support tickets by channel
In our hyper-connected digital age, there are more consumer touchpoints than ever before, and to maintain customer experience excellence, offering a consistent performance across your most engaged channels is key. This is easily done with our next helpdesk template:
The support tickets by channel service desk KPI provides a quick, digestible, and visually engaging means of understanding the level of customer inquiries you receive across each channel. By having quick, simple access to this information, you’ll be able to improve your overall support levels as well as decide which touchpoints need the most investment or attention at any given time – priceless information for any modern business.
4. Top support agents
Disengaged team members cost US-based companies alone up to $550 billion a year. As mentioned earlier, supporting, engaging, and motivating your employees is integral to the ongoing customer service success of your organization.
Presented in a leaderboard format, the top performing agents KPI offers a swift snapshot of the performance of individual members of your customer support team, allowing you to celebrate positive achievements, help those that need extra training, and as a result – make your customer service department the best it can possibly be.
5. Net Promoter Score
Your Net Promoter Score (NPS) is one of your most invaluable customer service metrics as it drills down into the likelihood of your consumers recommending your service to others. And as you might be aware, today’s consumers value the opinions of their peers above all else.
With this must-track service desk KPI, you’ll be able to examine your number of ‘Promoters,’ ‘Passives,’ and ‘Detractors,’ look at your overall NPS score, and build strategies based on improving this metric, thus optimizing the overall performance of your customer service department.
These specific examples and many more can be found in our Zendesk KPIs section, as it is one of the most used helpdesk tools on the market. You can also take a look at our Zendesk dashboard, where all of these KPIs are presented on a single screen, with a simple and easy-to-follow overview.
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” – Ian Schafer
Your customer service department is the beating heart of your organization. By tracking the right helpdesk and service desk KPIs, you’ll grow your audience, boost your brand awareness, and make your business more profitable over time. Track these metrics today, and you’ll start to see a significant boost in your business’s performance almost instantly.
For more insight into our helpdesk metrics, and how you can create your own, try our software for a 14-day trial, completely free!