Another important thing to measure is feedback from your customers. What are they saying about you and the service you provide? What do they like about their connection with the company, and what do they dislike?
Customers need to feel like they have a voice. Offering them the opportunity to give feedback and provide input is a great way to build a long-lasting and meaningful relationship.
Customer success managers can determine from qualitative feedback, such as survey responses, how well their reps are working with customers. It can be unpleasant to hear where the onboarding or customer service process is failing, but having the opportunity to correct a mistake before a customer jumps ship is invaluable.
How to Calculate Qualitative Customer Feedback
The easiest way to collect customer feedback is to send ig database out a survey. Ask your customer base a few questions and determine how they feel about your customer support reps.
You could also hold a “customer day.” Invite a few people to your office or headquarters for lunch or a meeting and talk to them one-on-one. Consider their facial expressions and body language when reflecting on the service they receive.
Remember: customer feedback shouldn't just be about the product; it should also cover how customers feel about the brand and company as a whole.
►4. Customer churn rate
Customer churn is a great metric to measure, especially from rep to rep. A customer service rep who maintains a healthy relationship with their customers is likely to have a lower churn or abandonment rate.
After all, customer service is about relationships, and building a good relationship makes a big difference.
How to calculate customer churn rate
To calculate your churn rate, follow these steps:
Step 1: First, determine the time period you’re considering when measuring your data. This could be a week, a month, a quarter, a year, etc.
Step 2: Next, determine how many existing customers there were at the beginning of this time period, as well as how many customers churned during the same time period.
Step 3: Finally, divide the number of customers who churned by the total number of existing customers to find your churn rate.