A recent consumer survey infographic posted on the GetSatisfaction website pointed out that 68% of customers said they left a company because of the treatment they received while only 14% said they left because they were dissatisfied with the company’s products and services.
Shocking? Not really, I think we all understand the value of top notch customer service, especially in a down economy. I think the more shocking thing is how many organizations just “wing it” or go off a “gut” feeling related to tracking service management metrics and KPIs.
Typically, however, it’s not because they don’t want to have hard facts to make decisions from, they either have hit the resource constraint, not having a skilled enough employee or contractor to build the report and dashboard queries they need or the cost constraint, not having the budget for the resource or the technology, or both!
We created Yurbi to address both of those issues. It’s easy enough for a non-technical person to build an entire library of reports and dashboards and priced so that even the smallest organization could afford it. Yurbi removes the cost and the complexity constraints of business intelligence that most organizations face.
Here are some of the metrics that can be monitored to pro-actively prevent losing customers due to poor treatment:
1. How long does it take to resolve issues?
Customer don’t like to wait, the time to closure depends on your industry, but the faster the better.
2. How long is the wait time on the phone? And what is the dropped calls rate?
Similar to above, customers don’t like to wait and they may not even give you a chance to help them if they can’t get a person on the phone. (If you provide email support only, initial response time to email can be substituted. I hate when I have to wait 24-48 hours for a response to my email.)
3. What is your first call resolution percentage?
Once a customer gets you on the phone or email, they want the solution ASAP. Frustration builds with each callback and the dreaded “I have to transfer you” response may push even the most loyal customer over the edge.
4. How many tickets are re-opened after closure?
And this might be the clincher. If you tell me something’s resolved and after the fact I have the same problem, I’m probably headed to Google to find the nearest competitor.
Those are just a few at a minimum that I would monitor (if I had no monitoring in place at all). For the organization starting out with metrics, you may want to keep an eye on them daily or at the longest weekly until you gather your baseline stats. Once you’ve matured and put out most the fires, looking at the stats weekly or monthly to see if there has been a decrease in service should help you proactively research and resolve the root cause. The key, excel spreadsheets won’t cut it, you need a tool that gives you real-time data anytime you need it.
What are your top metrics that you monitor to proactively ensure you don’t lose a customer? Please post them as a comment to this blog.
Check back often for more blogs on this topic and please reach out to us for a live demo of Yurbi to learn how we can help.