With its insightful reports and analytics, a service desk can prove to be a game-changer for your business. You can track individual as well as team performance, measure performance against SLAs, and closely monitor customer-focused KPIs like CSAT, NPS, etc. Moreover, you can identify your t...
Metrics are the raw data that gauge the different areas of your service desk. On the other hand, KPIs are broader performance indicators that leverage this data to paint the bigger picture and give insights on the current standing of the service desk. They help you understand if your ITSM ...
Include results from employee surveys (employee sentiment), the number of help desk tickets created, and attendance at virtual or in person training programs as some examples.Example activity for ContosoIt's time to document some of your success measure ...
Learn the eight key steps of how to measure customer satisfaction — and what to do with the data once you've captured it.
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It means revenue outweighs the acquisition cost. It also allows you to spend even more on acquiring new customers and making them stick. Now that we know how customer stickiness can positively impact your business, let’s move ahead and look at how to measure it. ...
2. Performance benchmarking Performance benchmarking tells you the health status of your business. It looks at key performance indicators (KPIs), such as email sign-ups or ecommerce conversion rates, to compare current activities to historical business performance and industry standards. You can also...
Social customer service is not just about keeping customers happy but also about measuring performance in order to improve future interactions with your audience. One thing that many companies are struggling with is how to measure performance in this new environment. This blog post will review some...
The Desktop FilesHow Not to Lose Your DataWes MillerInformation yearns to be free. It doesn’t matter who you entrust it to or how hard you try to lock down those zeros and ones, they will always find the hole in the stack. Every day the news has reports of both minor and significan...
How to measure it: CSAT is typically measured through a survey question that asks customers to rate their level of satisfaction with the product, service, or interaction on a scale of 1 to 5 or 1 to 7. The question is usually some variation of "How satisfied were you with [the product...