Using software to measure customer satisfaction KPIs | Top Customer KPIs

Using software to measure customer satisfaction KPIs | Top Customer KPIs

With the right software to measure customer satisfaction KPIs business of all sizes can get a better idea of how they perform in their customers’ eyes.

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There are many key performance indicators (KPIs) to measure business success but the most important KPIs are those around customer satisfaction.

With a complete business software bundle from Microsoft and RoseASP, you can measure performance across your organization including employee productivity, customer loyalty, social interactions and cash flow.

A recent article at SmallBizTrends.com listed the 14 most important KPIs to considering when measuring how your business is performing for you customers.

  1. Overall Satisfaction – How do your customers rate your service on average?
  2. Satisfaction Improvement – Has customer satisfaction improved or gone down in recent years?
  3. Customer Retention – Do you lose customers as fast as you gain new ones?
  4. Net Promoter Score – Do your customers recommend you to others?
  5. Conversion Rate – After someone from your customer service team interacts with a customer, how likely are they to make a purchase or take some other kind of action?
  6. Compared to Competitors – How do your satisfaction and churn rates stack up against industry averages?
  7. Average Resolution Time – How much time passes between a support request or customer complaint and a resolution?
  8. Active Issues – How many complaint or support issues are active at any given time? The fewer the better.
  9. Resolved Issues – How many customer issues are resolved with happy customers vs unhappy customers?
  10. Employee Productivity – Do employee productivity numbers reflect satisfied customers?
  11. Employee Retention/Employee Turnover – Happy employees make happy customers. What is your employment churn rate?
  12. Brand Attributes – How do customers view your company overall? What words would they use to describe your brand?
  13. Complaint Escalation Rate – As your business grows, complaint numbers are bound to grow too, but does the rate of complaint growth outpace the business growth?
  14. Cash Flow – Do customers pay for goods and services in a timely manner or are they unsatisfied and therefore lagging on payment and failing to recommend your business.

Learn more about a Microsoft Dynamics ERP, Microsoft Dynamics CRM and Office 365.

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