How do you measure your customer service levels? 

​

​

​

​

​

A vendor who understands these metrics to measure and ensure great customer service gives you a clear insight into the commitment to their customers. How the vendor acts on these points provides a strong indication of their dedication to customer service and continuous improvement. 

​

1. First Response Time: The average time it takes for a customer to receive an initial response to a query or complaint. 

2. Resolution Time: The average time it takes to resolve a customer's issue from the moment they report it. 

3. Ticket Volume: The number of support tickets or queries raised over a certain period. 

4. Ticket Backlog: The number of unresolved tickets at any given time. 

5. Customer Satisfaction (CSAT) Score: After resolving a ticket or query, customers are often asked to rate their satisfaction with the service received. 

6. Net Promoter Score (NPS): Measures how likely a customer is to recommend the ERP software to others, indicating overall satisfaction with both the product and service. 

7. Customer Retention Rate: The percentage of customers who continue to use the vendor's ERP solution over time. 

8. Customer Churn Rate: The percentage of customers who discontinue their subscription or cease using the ERP within a certain timeframe. 

9. Knowledge Base Usage: Monitoring how often customers utilize self-help resources, which can indicate the effectiveness of these resources and the challenges customers commonly face. 

10. Service Level Agreement (SLA) Adherence: The percentage of support tickets that are resolved within the promised timeframe stated in the SLA. 

11. Escalation Rate: The rate at which issues have to be escalated to higher levels of support or management, indicating potential gaps in frontline support. 

12. Training Attendance: The number of customers attending training sessions or webinars, which can reflect onboarding success and customer engagement. 

13. Support Channel Efficiency: Analyzing which support channels (e.g., email, phone, chat) have the highest satisfaction rates and which might require improvements. 

14. Frequency of Follow-ups: How often the support team needs to follow up with a customer to fully resolve an issue. 

15. Customer Feedback and Reviews: Tracking feedback from various sources like direct feedback, online reviews, and social media to gauge overall sentiment. 

16. Percentage of Recurring Issues: Tracking if customers repeatedly face the same issues, indicating a deeper, potentially unaddressed problem. 

17. Feature Request Tracking: How often customers request certain features or improvements, shedding light on potential product development paths. 

18. Onboarding Success Rate: The percentage of new customers who successfully set up and start using the ERP without significant issues. 

19. System Downtime: Monitoring how often and how long the ERP system is down, affecting user experience. 

20. Proactive Outreach: The number of times the vendor's team reaches out to customers proactively to check in, help, or inform about updates. 

​