Customer Service Metrics and KPIs

Includes 50+-tool practitioner toolkit: templates, checklists, KPI dashboards, and audit frameworks.

What you’ll learn
Define and calculate 50+ customer service KPIs using the standardized codebook with formulas and interpretation guides
Correlate CSAT, NPS, FCR, AHT, and retention rates using the satisfaction correlation analyzer
Benchmark CES scores against industry peers using the curated repository with confidence intervals
Project customer lifetime value by linking service quality metrics to churn risk and revenue impact
Use a 50+-tool professional toolkit including assessments, frameworks, checklists

Requirements
No prior knowledge required

Description
This course contains the use of artificial intelligence.

Without the right KPIs, customer churn rises 40% in six months and leadership makes decisions on gut feeling. If your team cannot define CSAT, NPS, CES, and FCR with standardized formulas, correlate them to retention outcomes, or benchmark against industry peers, you are managing blind.

What You Will Be Able to Do After This Course

• Define and calculate 50+ customer service KPIs using the standardized codebook with formulas, data sources, frequency, ownership, and interpretation guidelines for each metric

• Correlate CSAT, NPS, FCR, AHT, and retention rates using the satisfaction correlation analyzer with scatter plots and correlation matrices

• Benchmark CES scores against industry peers using the curated benchmark repository with quarterly-updated data and confidence intervals

• Project customer lifetime value using the CLV model that links service quality metrics to churn risk and revenue impact

• Map KPIs to customer journey stages using the correspondence matrix covering awareness, onboarding, support, and retention phases

• Build real-time dashboards using the interactive template tracking 15 core KPIs across teams and channels with drill-down capability

Why This Course Is Different

Why This Course Is Different: Built by The Art of Service with 25 years of expertise across 160 countries, covering 692 compliance frameworks and 13,000+ controls.

Why Now?

The included 50-tool practitioner toolkit provides a Voice of Customer program framework, agent morale risk assessment to prevent KPI-driven burnout, trend analysis with moving averages and regression, and a 75+ term glossary covering metrics like First Contact Resolution, Customer Effort Score, and Service Recovery Rate. Organizations that cannot demonstrate measurable, auditable service quality risk non-compliance, reputational damage, and loss of ISO 18404 or CCSP certification.

Why Now? New service accountability clauses are embedded in global standards.

INCLUDED: 50+-Tool Professional Implementation Toolkit

Think of it as having a 20-year expert standing next to you while you apply what you learn. Professional-grade templates, frameworks, checklists, and reference tools built specifically for this course

• Assessment and Planning – Current-state assessment, maturity models, gap analysis, stakeholder mapping, and project planning tools

• Models and Frameworks – Core domain frameworks, classification systems, entity registries, and authoritative reference catalogs

• Processes and Handoffs – Process maps, interface specifications, handoff protocols, and cross-team coordination tools

• Operations and Execution – Runbooks, execution checklists, step-by-step SOPs, and role-based task guides for day-to-day work

• Performance and KPIs – Metrics frameworks, KPI trackers, dashboard templates, and benchmarking tools

• Quality and Compliance – Audit checklists, risk matrices, incident logs, non-conformance templates, and compliance frameworks

• Sustainment and Support – Long-term sustainment guides, continuous improvement tools, and team empowerment frameworks

• Advanced Topics – Scaling playbooks, optimisation frameworks, future-state planning, and advanced practitioner tools

• Reference – Glossaries, standards cross-references, decision frameworks, and authoritative lookup resources

Every XLSX file includes an Instructions tab with Pro Tips and sample data. Every PDF includes How to Use and Quick Reference sections.

Who this course is for
Customer service managers and ops leads building data-driven performance programs