What metrics are important for assessing customer service?

Response time and resolution rate are crucial metrics for assessing customer service because they directly measure how effectively and efficiently a customer service team addresses customer inquiries and issues.

Response time refers to the duration it takes for a customer service representative to reply to a customer after a request or question is posed. A shorter response time typically enhances customer satisfaction, as it demonstrates a team's attentiveness and willingness to assist.

Resolution rate, on the other hand, indicates the percentage of customer issues that are successfully resolved. A high resolution rate suggests that the team is not only responsive but also capable of effectively solving problems, which is fundamental in maintaining trust and loyalty among customers. Together, these metrics provide a clear picture of the customer service performance, allowing for continuous improvement in service strategies and customer interactions.

In contrast, the other options, while valuable in their respective contexts, do not directly reflect the quality of customer service interactions. Team attendance and participation focus on internal team dynamics rather than customer engagement. Social media presence and engagement, although important for brand awareness, do not quantify how well customer issues are handled. Similarly, product inventory levels relate to operational efficiency rather than customer service quality.