According to customer experience statistics, 86% of customers are ready to pay more for a product or service if they can get a better customer experience from it. For 73% of customers, customer experience is a major influencer in their purchase decisions. Businesses that focus on customer experience managed to increase their revenue by 80%.
Similarly, a single bad experience with your brand could force your loyal customers to switch to a competitor. In fact, 89% of customers have switched service providers after a poor customer experience. Irrespective of which industry your business operates in, it is important to deliver an exceptional customer experience otherwise, you might end up losing customers to competitors and no business wants that.
The same applies to information technology infrastructures such as the cheapest dedicated server hosting and teams as well. If you want to make your IT team more customer-centric, you are at the right place. In this article, you will learn about seven important metrics that can transform your IT team into a customer-centric one.
7 Key Metrics For Customer-Focused IT Teams
Here are seven critical metrics you should measure if you want to develop a customer-focused IT team.
- Customer Issue Resolution Time
How long does your team take to fix any issues raised by customers? The faster your IT team can resolve customer issues, the higher will be customer satisfaction. Customer issue resolution time is a metric that helps you track that. Create a system that interacts with your customers directly and automatically reports customer issues to the concerned authority or person responsible for resolving that particular issue.
With more customers using indirect channels instead of direct channels to report issues such as live chat or a chatbot, the need for customer-centric IT and a solid user complaint management system has grown tremendously. Enterprises with efficient complaint management and resolution system enjoy a clear advantage over competitors. By reducing the time users have to wait to get their issues resolved, you are increasing customer satisfaction and trust in your service. This is what increases customer loyalty if you do it on a consistent basis.
- Customer Satisfaction Rating
Probably the most commonly used metric used to assess the effectiveness of customer service is customer satisfaction rating. Take product feedback from customers directly and ask them to rate your service. Conduct a survey that includes questions such as how satisfied you are with our service. Since customer satisfaction can be a tough benchmark to track as it is more subjective and more qualitative, you can easily get over this issue by quantifying all that data. This will give you a clear picture of the effectiveness of your IT team.
Collecting user feedback can also give you useful insights about customer preferences and their needs while allowing you to understand your target customers in a much better way. The better you understand your customer’s needs, the easier it will be for you to meet or surpass them with your services and products.
- Customer Effort Score
The customer effort score is an indicator of how difficult or easy it is for your customers to purchase a product or sign up for service, use it or return a product, or get a refund. In order to build a customer-focused organization, you need to reduce the friction between all these touch points and make it easy for them to accomplish every goal.
Try to keep your customer effort score as low as possible to increase customer loyalty and satisfaction with your IT products and services. You will have tailored experiences with customers in mind and plan their journey in such a way that they don’t face any hurdles along the way. A frictionless buyer’s journey is what you should strive for and it should also accommodate for post-purchase interactions as well.
- Time To Value
Another important indicator of customer satisfaction is the time to value. This key performance indicator refers to how much time a business takes to deliver a valuable outcome for customers. Businesses that use top cloud hosting providers to real-time data accessible to customer-facing staff can do a much better job at slashing their time to value. If your sales reps, customer service reps, or anyone that interacts with your customer directly can provide customers with the right content with the right context at the right time, they can win them over.
- Adoption Rate
Launching a new product or service is one thing and persuading customers to use it is another thing. No matter how good your product or service might be, if your target customers are not using it, you will not be able to achieve your business goals.
Your business thrives when more people not only use your products or service but also continue using it for a long time. This allows you to cross-sell other similar products and services to them. For instance, if a client is using buying best dedicated server, you can sell them Singapore VPS hosting. Additionally, it also enables your business to create a new income stream in the name of installing updates and upgrading them to a higher tier package.
- Retention Rate
Just like with the adoption rate, your customer retention rate is also important. It can indicate how many users are having a great experience so they are making recurring purchases or renewing their service contract with your business. The higher your customer retention rate might be, the more engaged customers are with your service and products. This means that they are less likely to switch to other IT service providers.
- Recommendation Probability
How likely are your customers to recommend your IT services and products to others? This metric answers this question. It helps you quantify how satisfied your users are with your services. The more satisfied a user is with your service, the more likely he or she will recommend it to others. That is why it is important to go above and beyond when it comes to delivering an exceptional user experience. This can allow your business to attract more new customers through word of mouth without spending a single dollar on marketing meme.
Which key performance indicators do you track to measure customer satisfaction with your IT service? Let us know in the comments section below.