“What gets measured gets done” – Tom Peters
If you want staff to provide great customer service, you need to give them the right Key Performance Indicators – then measure and report on them!
This way, your staff will know what great customer service looks like and will practise it as they know you are measuring their performance.
Here are some suggested KPIs:
You may also want to consider:
All businesses are different, so this list is not exhaustive and there are likely to be others that are more suitable for you. The important thing is to have some KPIs in place, to track them and then to discuss them with your staff so they understand how important they are!
If you have an accountant, they should be your first stop for business advice. If you don’t have an accountant or they can’t help, BuBul has a wide range of experts available. For more advice on customer service KPIs, contact our expert* Helen on LinkedIn.
*We’ve picked experts we know and trust who are good at what they do. All of them will give you at least an extra 30 minutes free advice if you contact them and would then charge their normal prices. They don’t pay to be on BuBul and don’t give us any money from anything they earn as an expert.