5 Customer Service Metrics that Every eCommerce Business Should Track

Customer Service Metrics Track
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Your business’s bottom line is highly impacted by your customers’ perceptions about your brand and how well the brand stands out from the crowd. Your customers’ recommendations are the finest kind of e-commerce advertising, after all.

According to statistics, 68% of consumers are prepared to pay a premium for items and services from businesses with a proven track record of providing superior customer care. This demonstrates that just offering excellent goods or services is insufficient to attract and retain loyal clients.

For e-commerce, there are no working hours. Consequently, you may argue that your online customer service, which encompasses all the contact points and interactions you have with clients, is your most powerful marketing strategy. You must master customer service if you want to expand your client base and boost customer retention.

The best customer services for eCommerce companies covers nearly every aspect of your business, from product development to sales and marketing. Customer experience measurements are more crucial now than ever before.

Ticket Volume

Ticket volume is a metric that indicates the total number of discussions in your support mailbox, allowing you to know how many clients you assisted over a certain period. You can dig deeper to check resolution timeframes for these chats, but that is a distinct statistic. In general, this KPI will provide you with a bird’s-eye perspective of how much help your clients demand over a particular period.

Additionally, ticket volume enables you to see any surges in volume activity. For instance, during peak holiday shopping seasons, you may see an increase in ticket traffic. Having this information on hand can assist you in planning for future purchasing surges, including the possibility of recruiting seasonal labor to help during busy seasons.

You may also want to consider creating a self-service knowledge library for your clients so they can fix their issues, particularly if you see the same ticket concerns crop up often.

CSAT Score 

This is a metric that companies use to determine the level of satisfaction of a consumer. Surveys are used to ascertain consumer sentiment about a product or service they just purchased and experienced. Were they content? Was it what they expected?

Customers rank their experience from very pleased to extremely dissatisfied (there can be variations). Here’s one we discovered that Hertz is using on their website:

As a bonus, this will assist you in discovering clients who are satisfied with your product or service. You may concentrate on retaining these consumers since they are more likely to spread favorable word-of-mouth about you, and they are also more lucrative.

Customer Effort Score (CES)

The Customer Effort Score, or CES, assists companies in measuring the amount of effort needed by consumers to perform a job, utilize a product, or service, such as using an app feature or contacting the support hotline.

Customer effort ratings are critical to the user experience. It enables decision-makers to concentrate on the phases and processes that a customer undergoes. In today’s digital world, clients demand experiences that require less effort and are as simple as feasible.

CES is a metric that tells firms whether they’re establishing customer loyalty or not. After contact has taken place, a survey is shared with both parties to gauge their satisfaction with the experience. As soon as the client has finished using the goods or service, this might occur. It may also be utilized after a customer service contact, and it is intended to gather information about the company’s broad experience with them.

Customers are more likely to buy from you again if they had a great experience. Loyalty and retention increase with more enjoyable encounters.

Net Promoter Score (NPS)

The Net Promoter Score, or NPS, is a metric that indicates the proportion of consumers who are likely to suggest your company to family, friends, or coworkers. It is easily quantified by a customer survey that includes a question such as, 

“How likely are you to suggest XYZ to your friends on a scale of 0 to 10?”

The higher the NPS score, the more satisfied your consumers are with your brand.

On the other hand, a low NPS score represents that your consumers are dissatisfied, and you should adopt measures to raise your score.

Individuals often depend more on personal recommendations than on marketing. To expand your company, you’ll need a high NPS score that indicates how pleased your consumers are and how likely they are to promote your brand to others.

Customer Experience Rating

It is possible to learn a lot about your customer’s overall satisfaction with your business by asking them to rate their entire customer experience. Customers’ comments on an agent’s demeanor and readiness to assist may occasionally go a bit deeper. Even though these elements are subjective, ensuring better customer eCommerce services that relies on getting feedback from your customers on how they feel about their interactions and customer quality with your firm may provide you valuable insight into their thoughts and feelings.

This indicator is beneficial since it may assist you in determining if you need to strengthen your customer care efforts, make changes to improve client retention rates, or even identify opportunities to upsell or cross-sell to your consumers.

Thus, even though customer experience seems very subjective, it is a critical statistic that should not be overlooked.


A wide range of requests and inquiries are handled by a diverse group of customer care representatives.

The data you get from this group can assist you in improving your product line and your marketing efforts.

It is possible to enhance the customer experience of your eCommerce company and obtain a better knowledge of what measures are necessary for product improvement and business improvement by using the customer experience metrics listed above.