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Top 10 Essential Metrics for Customer Retention in Field Service

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Customer satisfaction is critical to any successful business. Happy customers are more likely to become repeat customers and advocates for your brand. But how do you know if your customer service is meeting their expectations? That’s where metrics come into play. When you measure the key metrics, you can gain valuable insights into how well your customer service teams are performing and identify areas for improvement. This article will explore the top 10 KPIs that can help you measure and improve customer satisfaction in your business.

How does customer service help to retain customers?

Customer service is the front-line response to your customers’ needs. The interaction between your customer support team and customers directly and meaningfully impacts your business’ profitability. If a customer has a good experience and is satisfied with your services, they’re more likely to return. The more satisfied customers are, the better your retention rates will be. Many companies may focus on acquiring new customers, but reducing turnover can provide greater returns for less cost. 

One strategy to retain customers is providing seamless customer support to resolve issues promptly. A customer who is satisfied with your services and experiences a positive customer support interaction is much more likely to provide word-of-mouth advertising, which is incredibly valuable. Asking for customer feedback can also grant you significant insight into what they see as being your strengths and weaknesses. This information will allow you to implement changes to your service business and stay ahead of the curve. You are more likely to get repeat business when customers feel valued and satisfied. So, how do you improve the customer satisfaction and the service you offer? The key is measuring essential customer service metrics. Let us take a look at how to calculate the metrics and why they are significant. 

Essential customer service metrics to track

Customer Retention Rate (CRR)

One of the key metrics to measure customer satisfaction is the Customer Retention Rate (CRR). This metric indicates how well you are retaining your existing customers over a specific period. While acquiring new customers is important, retaining existing customers is equally crucial for business growth. A high CRR demonstrates that your customer service efforts are effective in building trust and loyalty. The equation to calculate CRR is:

Customer Retention Rate = ((CE – CN) / CS)) x 100


  • CE represents the number of customers at the end of the period
  • CN stands for new customers acquired during the period
  • CS stands for clients at the beginning of the period

To increase your CRR, focus on delivering consistent and predictable services, which will enhance your brand image and customer satisfaction levels.

Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with your company, products, or services. It provides insights into their overall experience and helps identify areas for improvement. CSAT surveys can be conducted using various methods, such as rating scales or feedback forms. The equation to calculate CSAT is:

Customer Satisfaction Rate = (No. of customers with highest satisfaction / No. of total customer surveys) x 100

A high CSAT score indicates a high level of customer satisfaction. Analyze the feedback from CSAT surveys to identify quantitative and qualitative insights. This will help you understand what is working well and what needs improvement in your customer service strategy.

Customer First Response Time (FRT)

Prompt response to customer queries is crucial for customer satisfaction. The Customer First Response Time (FRT) measures the time it takes for your team to respond to customer inquiries or issues. Research shows that 59% of customers prefer brands that answer their questions in under a minute. To calculate FRT, use the following equation:

The sum of First Response Times / Number of Tickets = Average First Response Time

The first response times can be any set of periods, say one week or one month. The lower the value, the higher the level of customer support. To improve FRT, consider scaling your support team or implementing chatbots to handle basic queries and reduce the workload on your support agents.

First Contact Resolution (FCR)

The First Contact Resolution (FCR) metric measures the ability of your customer service agents to resolve customer issues on the first interaction. Resolving issues quickly and efficiently leads to higher customer satisfaction. The equation to calculate FCR is:

FCR = (Total Resolved Cases / Total Number of Cases) x 100%

The higher your FCR rate, the more satisfied your customers tend to be. To improve FCR, focus on effective communication and providing quality customer service. Implementing live chat scripts and customer surveys can also help enhance the first interaction experience.

Average Resolution Time (ART)

Fast resolution of customer issues is essential for customer satisfaction. The Average Resolution Time (ART) metric measures the total time it takes to resolve a support ticket once it has been assessed. A shorter resolution time leads to higher customer satisfaction. To calculate ART, use the following equation:

Average Resolution Time = Sum of all times of resolution / Total number of cases resolved

To keep ART low, ensure effective collaboration between your customer support and service teams. By promptly resolving issues, you can enhance customer satisfaction levels.

Related: Key Metrics for Field Service Technicians

Cost per Conversation (CPC)

Understanding the cost of customer support in relation to your total revenue is crucial for evaluating the efficiency of your customer service efforts. The Cost per Conversation (CPC) metric measures the percentage of customer support costs relative to your total revenue. To calculate CPC, use the following equation:

CPC = Sum total support costs / Total number of issues

A lower CPC indicates effective management of support costs. By having well-trained staff and optimizing employee schedules, you can effectively manage support costs and improve customer service.

Customer Effort Score (CES)

The Customer Effort Score (CES) measures the ease of doing business with your company. It is obtained through surveys that ask customers to rate their experience based on the effort required to complete transactions or resolve support issues. Analyzing CES can provide insights into areas where customers may be facing difficulties. To calculate CES, use the following equation:

CES = (Total sum of responses) ÷ (Number of responses)

A lower CES score indicates a higher level of customer satisfaction. Use the feedback received through CES surveys to identify and address areas of improvement in your customer service processes.

Customer Churn Measure Metrics

Customer churn refers to the loss of customers or subscribers. It is crucial to track customer churn as acquiring new customers is more expensive than retaining existing ones. By reducing churn, you can improve customer satisfaction and business growth. To measure customer churn, analyze the number of customers lost over a specific period. Identify the reasons for churn and take proactive measures to address them.

Ticket Backlog Metrics (TB)

Ticket backlogs occur when there is a disconnect between targets and the actual performance of your customer service team. Constant ticket backlogs may require assessing your team’s performance, adjusting staffing needs, or reviewing targets. Evaluate the nature of your ticket by analyzing Ticket Inflow and Ticket Distribution Reports. This will help you allocate resources effectively and improve customer service.

Related: Customer Service Tips for Service Businesses

Abandoned Call Rates

Abandoned call rates are an important metric for measuring customer service satisfaction. Long queue times often lead to call abandonment and customer frustration. To measure abandoned call rates, use the following equation:

Abandoned call rate = ((Number of calls offered – Number of calls handled) / Number of calls offered) * 100

Lower call abandonment rates indicate higher customer satisfaction. Understanding customer expectations and providing timely support can help reduce abandoned call rates.

Final thoughts

Tracking key metrics is essential to succeed in business. But it’s not as easy as it seems. To measure the key metrics and improve customer satisfaction, leveraging tools for improving the overall customer experience is necessary. Customer experience is also dependent on integrated CRM and FSM software to boost operational efficiency, thereby improving the customer service experience. Try implementing FSM-integrated CRM software like Zuper to spot loopholes, identify inefficiencies in processes, and increase the field service operational excellence. Let us talk if you want to know more about improving customer experience and operational efficiency. Schedule your demo now. 

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