You’re missing key details when you measure service KPIs in a vacuum. Instead, focus on a holistic view of your service organization. Change the way you think about KPIs. Increase visibility into every corner of service. Bridge the skills gap. Improve CS across the entire organization.

The five KPIs service leaders need to measure, along with why we need to them differently and how to incorporate Service Intelligence Metrics into your data-driven service organization:

Why Do We Need to Measure Service KPIs Differently?

The service industry has changed dramatically in recent years, and the way we measure success needs to change as well. Here are a few of the reasons why traditional KPIs are no longer enough:

The workforce is changing. There is a labor shortage, and the skills gap between new recruits and retirees is widening. This means that service organizations need to find ways to measure the effectiveness of their workforce, not just their individual KPIs.

Customers are more demanding. Today’s customers expect fast, efficient, and personalized service. Traditional KPIs, such as First Time Fix Rate (FTFR), don’t take into account the customer’s overall experience.

Technology is changing the game. New technologies, such as artificial intelligence and the Internet of Things (IoT), are giving us new ways to collect and analyze data. This data can be used to develop more accurate and insightful KPIs.

What are Service Intelligence Metrics?

Service Intelligence Metrics are a new generation of KPIs that are designed to provide a more holistic view of your service operation. They take into account not just the individual tasks that are performed, but also the impact of those tasks on the customer experience.

Here are five examples of Service Intelligence Metrics:

1. Customer Experience Index (CXI): The CXI looks at service from the customer’s point of view. It considers factors such as quality of service, resolution time, and effort required.
2. Mean Time to Stability (MTTS): MTTS is a measure of how long it takes to resolve a customer issue for good. It takes into account all of the interactions between the customer and the service organization, not just the initial service call.
3. Cost per Successful Resolution (CPS): CPS is a more accurate measure of service cost than traditional KPIs like Cost per Work Order (CPWO). It takes into account all of the costs associated with resolving a customer issue, not just the cost of the initial service call.
4. Mean Time Between Events (MTBE): MTBE is a measure of the average time between customer interactions. It can be used to identify potential problems and areas for improvement.
5. Customer Risk Score: The Customer Risk Score is a data-driven way to assess the likelihood that a customer will experience a service issue in the future. This information can be used to proactively address potential problems and prevent them from happening in the first place.

How to Implement Service Intelligence Metrics

The first step to implementing Service Intelligence Metrics is to identify the data you need to collect. This data will come from a variety of sources, including your CRM system, your service management system, and your customer satisfaction surveys.

Once you have collected your data, you can start to develop your Service Intelligence Metrics. There is no one-size-fits-all approach to this, as the specific metrics you will need to track will vary depending on your industry and your business goals.

However, there are a few general tips to keep in mind:

Focus on metrics that are actionable. The goal of Service Intelligence Metrics is to help you improve your service operation, so make sure you are tracking metrics that you can actually do something about.

Use a combination of quantitative and qualitative metrics. Quantitative metrics provide you with hard data that you can use to track your progress over time. Qualitative metrics can help you to understand the why behind the numbers.

Don’t get bogged down in too many metrics. It’s important to track a few key metrics that are important to your business, rather than a bunch of vanity metrics that don’t provide any real insights.

By following these tips, you can start to implement Service Intelligence Metrics and gain a more holistic view of your service operation. This will help you to improve the customer experience, reduce costs, and achieve your business goals.

By Aquant