What Is a Customer Service Report?

A customer service report is a representation of the performance metrics of customer service. It supports the company in classifying workable insights from the experiences of customers. It provides an overview of specific customer service requests, enabling the business to keep track of industry trends to identify significant areas of improvement. Aside from this, organizations can plan workloads and set schedules for the support team with the guarantee of matching the consumer market expectations. The customer service report includes a significant number of potential metrics for an overall performance assessment of the customer service team. The document also helps the company to align its goals with customer expectations and needs.

According to Microsoft’s 2017 State of Global Customer Service Report with five thousand respondents from different countries, including Brazil, Germany, Japan, the United Kingdom, and the United States reveals that 96% of respondents indicate that customer service is essential and critical to showing loyalty to a brand and company.

Types of Key Performance Indicators on Customer Service Reports

The degree of usefulness of customer service reports can only be valuable if it includes the necessary information. Utilizing the essential key performance indicators (KPIs) helps to analyze and understand the customer service experiences of your clients when it comes to providing and meeting overall consumer satisfaction goals. Below are the common types of KPIs on customer service reports.

Average or first reply time: There is a correlation between the duration of responding to customer inquiries or complaints and their level of satisfaction. The average response time or first reply time makes an essential metric to follow and review. The KPI highlights the length of time in addressing different channels, agents, and issues from the moment customers inquire about products or services.Customer wait time or handle time: Also referred to as a requester wait time. It is the combination of a client’s overall handling period that includes waiting on and receiving responses to resolve inquiries or issues. Even if agents were quick to reply to initial calls and queries, but customers remain idle for a prolonged period of awaiting responses, it will impact the overall client’s customer experience. Similar to the average or first reply time, keep in mind and monitor how it affects different issues for your agents.Time to full resolution: This customer service report metric is one of the most essential as it provides an overview of how many of your agents fully resolve the issues they receive. If your agents are working on getting fast responses to customer queries, but customers keep calling back because problems remain unresolved, then the company must produce an efficient solution to prioritize response speed and coherent resolutions. If some employees answer twice the number of calls from the rest of the team, likely, they are only accommodating calls from customer lists with uncomplicated requests. The system must distribute incoming calls to available agents to solve this problem.Interactions per ticket: Each time a customer follows up on an initial query or provides additional details, they do extra work. More often than not, customers are impatient and get irritable with back and forth messages. These individuals will want to speak with agents that handle their inquiries, offer meaningful and beneficial information, ask relevant questions, and provide efficient responses at the first reply. The KPI visualizes data of the exertion of conversation from the consumer to get a solution for their problem. If the data shows a high rate of receiving messages, it means that the responses from the customer service team require more detail.Customer satisfaction scores: Many customer service metric reports focus on measuring customer gratification. However, customer satisfaction scores or CSAT address the consumers about their experiences and happiness with the customer service team. The CSAT proves to be the most accurate measurement of performance by agents when servicing customer inquiries. The principal purpose of this customer service report is to provide a construct of the customer service team. Alone, CSAT scores can be misleading to an extent. The company must also consider that not all customers respond to these customer service surveys. The customer service agent with high CSAT scores but a low number of surveys means that they are not as accommodating to customers as you might expect.The number of incoming tickets: The purpose of this customer service report metric is to test the customer service performance of agents and help customer service managers to identify appropriate staffing levels to provide customers with the best customer service the company has to offer. Paying attention and conducting efficient analysis of this report gives more insight into operations. Accounting for the number of tickets and inquiries per channel allows managers to commit to a hiring plan focusing on the section that needs the most attention. It also enables them to track the busiest hours and days to ensure that you place your best agents during those intervals. Through analyzing incoming tickets, you can pinpoint issues and problems, especially if there is a sudden upscale of the incoming tickets after a product launch event. It reflects there are problems and changes are unintuitive.

Tips To Create a Comprehensive Customer Service Report

Handling customer service data is critical in all industries handling the consumer market. It is a priceless piece of information due to the expanse of knowledge regarding daily trends and Needs Analysis of customers. Below are tips about managing customer service data to include in your reports.

  • Tip #1: Create and Structure a Comprehensive Plan Based on End Users

    Starting the customer service report requires a concrete consumer-facing plan. It is best to understand the scope of information you have to present in your document, including the roles of stakeholders. It is ideal to start with a draft report, highlighting the necessary steps to save time and money later on. Keep in mind who will use the document to structure the information accordingly. It involves identifying the essential KPIs for the team leader and members. Utilizing comprehensive online dashboards constantly monitor the metrics of performing agents, rate of issues, and data of call resolutions. It automatically transmits information and streamlines customer service Data Analysis too.

  • Tip #2: Choose the Right KPIs

    Every business is different, and information from these reports is beneficial for an aspect of the organization. Determining the appropriate key performance indicators is essential to the success of the customer service report. Upon identifying the necessary details, it helps enhance and improve customer experiences. Data monitoring on the dashboard aligns with the company’s objectives, goals, and needs. To guarantee the utilization of the KPIs to their full potential, assign and limit the measurement time parameters to give accurate depictions of response averages and trends of your market and customer service data.

  • Tip #3: Monitor and Analyze Data Regularly While Using Various Report Metrics

    Guarantee that the customer service reports come from invaluable quality and accuracy through regular data analysis and monitoring. Utilize modern software and tools to make sustainable customer service reports to ensure obtained data is recent and precise. It helps to use visualization tools, like Gantt Charts corresponding to certain elements. Remember that interpreting the numbers and answering related inquires is greater than solely accumulating data. It is critical to select the most valuable KPI aligned with the company’s goals. With the help of modern technology and your dashboard, the customer service team can regularly monitor data from real-time customer service data. It gives better insight into the value of existing Management Reports with accompanying context. To achieve balanced and progressive analytical information, the KPI metrics show historical data from past trends, real-time data from present responses, and predictive data from potential opportunities and strategies.

  • Tip #4: Create an Inspiring Narrative of Information

    Presenting information through a story or narrative allows individuals to digest information with ease. Construct the report logically with Chart Visualizations when displaying data for your customers. Including these elements lets your team identify the principal areas of customer service operations and provide necessary tools on gathered data to improve performances and uphold proper communication with customers.

  • Tip #5: Create Customer Profiles and Group Them Accordingly

    All accumulated data must be in context to guarantee that metrics stay relevant by updating customer information. Generating Customer Profiles is an accurate representation of the needs, wants, pain points, and demographics of your consumers. Through these customer profiles, the organization has a better understanding of your data and that the KPIs you track are relevant to the overall Business Strategy. Group your target market and customers in specific classifications to recognize their needs and preferences to improve communication and understanding according to their customer profiles. Putting this into action allows you to identify significant information to construct actions to improve customer service and experience for clients.

  • Tip #6: Pan Out the Customer Journey and Share Actionable Insights

    One of the most efficient ways to improve customer services and your team is to utilize different dashboards to analyze and map out customer journeys. The map supplies an Informative Outline of customer interactions with your company from beginning to end and gives a better understanding of sensitive issues that may arise in the future. Review the KPIs in each service customer function to organize customer journeys and intensify efforts on improving customer services. Finally, share the results through scheduled emails or interactive dashboards. Sharing critical insights and information is a necessary step in the creation of customer service reports.

FAQs

How do you evaluate and report customer service?

In assessing customer service responses and performance, there are different factors to consider and measure. It is critical to focus on all performance indicators from service dashboards and prevent inaccuracies of reports. It is essential to monitor the quantity and quality of calls and experience metrics to evaluate and report customer service precisely. Start by measuring the success rate and response efficiency of customer service representatives. Use the data to evaluate cost-effectiveness, time-saving, and other related benefits for your team. It is also essential to provide customer feedback and satisfaction surveys for additional performance information. The best way to accurately measure customer service performance is through a holistic approach.

What is the purpose of creating service reports?

The principal purpose of customer service reports is to receive immediate and direct feedback from customers, analyze the data to create better opportunities, and produce effective solutions for the future. Customer service reports allow the company to manage call or service loads during business hours, define the target market, determine the customer preferences regarding communication channels, identify performing representatives, and improve online dashboards.

What are examples of good customer service?

Consumers rarely appreciate good customer service, but it doesn’t mean that companies and establishments must stop their actions. An example of good customer service is the store manager and staff remembering valued customers. Online stores that address customer issues about shipping services are also a good example of customer service. Some employees take the extra step to cheer up customers and remember their regulars. Some employees are patient in finding the perfect fit for their clients. These are just some of the positive examples of customer service that any company must show their beloved customers.

Customer services are prevalent in industries that offer goods and services to the general public. Employees that handle day-to-day operations and interact with customers must possess patience and excellent communication skills when responding to consumers. Standing at the store with a smile on their faces or answering calls of furious customers is as challenging as an everyday activity. Help your employees give the best customer service by creating a detailed customer service report. These reports are essential to keep your customers satisfied and your employees happy. Get customer service report samples to help your company improve customer service performances by downloading the templates available above.