Customer service: Measure its quality

Satisfied customers are the core of any successful company. Why? Simply because three simple rules apply:

1. The happier the customer, the more likely they are to buy again.

2. A satisfied customer positively spreads and recommends your online store to his/her loved ones.

3. Retaining existing customers is considerably cheaper than acquiring new ones.

And it is the level of customer service that plays a vital role here. Why is focusing on customer service so important?

The importance of customer service

Still hesitating over the above rules? Help Scout’s collected statistics may open your eyes:

• Investments in new customers are 5 to 25 times higher than in retaining existing customers.
• More than 70% of customers will recommend an online store to their loved ones if they have a positive customer experience.
• 86% of customers convert from one-time to long-term due to quality customer service.
• Up to 89% of customers are more likely to make another purchase based on quality customer service.
• 68% of customers say they are willing to pay more for products and services from companies with quality customer service.
• If the customer experience with an online store is above standard, up to 78% of customers will make their next purchase even if complications arise.
• etc.

Is this list too short for you? Read on for more reasons why investing in quality customer service pays off. In a nutshell, the customer experience with your online store, as well as the lifetime value of your customers… and therefore the success of your business, depends on its quality.

Measure your level of customer service

For these and other reasons, we have prepared a calculator for you to measure the key indicators of your customer service quality. In the calculator you are able to calculate, for example:

• Net Promoter Score (NPS)
• Customer Acquisition Cost (CAC)
• Customer Lifetime Value (CLV)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)
• Customer Retention Rate (CRR)
• First Contact Resolution Rate (FCRR)
• and much more

If you’re not sure what each indicator means, don’t despair. Everything is explained in our tool.

But the process doesn’t end with one measurement. If you want to achieve truly superior customer service over the long term, you need to quantify quality repeatedly.

So don’t hesitate to download our customer service calculator. Take an important step towards customer satisfaction and the subsequent expansion of your business.

DOWNLOAD THE CALCULATOR HERE