Why Do We Need to Measure Service KPIs Differently

Why Do We Need to Measure Service KPIs Differently

Why do we need to measure service KPIs differently
than we have been in the last few decades?
Long story short: service has changed.

But, more importantly, a number of challenges, including COVID-19, have accelerated the speed of change. Whether it’s the workforce labor shortage, a major skills gap between new recruits and those exiting the workforce, or increasingly complex equipment, many service providers took a hit – all of which trickled down into the customer experience.
In fact, data from Aquant’s 2022 Service Intelligence Report revealed that the way organizations provide service today is far from customer’s expectations.

There is another major challenge: service leaders across the globe are finding it more difficult to measure service KPIs in a meaningful way – and then align those KPIs to larger organizational initiatives. Even with all the technology advancements, the industry continues to measure service
success in almost the same ways that it did 20 years ago.

Historically, measuring customer satisfaction using the usual KPIs, such asFirst Time Fix Rate, Net Promoter Score, and customer satisfaction surveys, were enough. But as business operates at the speed of light and customers expect proactive experiences, those methods no longer work.

Now, companies need tried-and-tested ways to see beyond traditional KPIs to understand the full picture. What if there were more accurate metrics – ones that offered a far more holistic view of your business’ performance and customer experience?

Let’s take a closer look at traditional KPIs, as well as the Service Intelligence Metrics that data-savvy organizations are using to gauge the real scope of their customer experience.
What KPI Measurement Does and Doesn’t Tell Us


The big shifts across the industry, workforce demographics, and customer demands require a skilled-up workforce of high performers.

To develop the dream team, organizations need to map out the workforce for a deeper understanding of workforce experts versus challengers and then plot a plan for success.

We also outlined better ways to think about measurement (in an ecosystem versus a vacuum), detailed the KPIs that matter most and how to most effectively measure them.

Now that we know what and how to measure, let’s dive deeper into what industry KPIs look like today, and how that information can be used to address workforce challenges across the entire workforce.

Want to  learn more? Download Aquant’s e-book ‘5 KPIs Service Leaders Need to Measure in 20222 today.

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