How to measure first contact resolution and customer effort

First Contact Resolution (FCR) is the share of requests that support resolved the first time. Customer Effort Score (CES) is a measure of the effort the customer had to make before their request was resolved. Both add what the customer actually went through to the star ratings.

• FCR comes from question three: divide the number of answers Yes, on the first contact by the number of all answers. The answers Partly and No are a list of requests to return to.
• CES comes from question five as the share of answers A lot and Very much. High effort together with a good rating of the agent points to a complicated process, not to people.
• Speed of the first response and speed of resolution are rated separately. A quick reply without a resolution does not satisfy the customer, so read both numbers next to question three.
• The channel from question two works as a filter for everything else. An average for the whole support hides the differences between phone, e-mail and chat.

Follow all four views month by month. A single number says little, the trend shows whether the changes in support work.

How to send the survey to a customer after a request is resolved

1. Create a new survey in Quanda and enter the seven questions of the template. The help article Creating and setting up an online survey describes the procedure.
2. In the Distribution step switch the survey status to Ready to use.
3. The quickest way: put the survey link into the e-mail with which support closes the request. Answers through a public link are anonymous.
4. If you want to know who answered, choose Distribute by e-mail and send the campaign to the contacts whose request you have just resolved.
5. Do not send the survey to the same customer more than once a month.

Sending can also be automated. After a request is closed in the helpdesk, the contact is imported into Quanda with a tag and an automation sends them an e-mail with the survey link.

How to evaluate the answers about customer service

Net Promoter Score (NPS) is a measure of willingness to recommend based on the 0 to 10 scale question. For customer service, read it together with the share of requests resolved on first contact.

1. Open Analysis of answers in the survey. For each question you see how many people answered and how many skipped it.
2. Use the advanced filter to split the answers by the channel the customer used and by whether the request was resolved.
3. Calculate the share of requests resolved on first contact: divide the number of answers Yes, on the first contact by the number of all answers.
4. Calculate NPS from the recommendation question: the share of answers 9 and 10 minus the share of answers 0 to 6.
5. Download the results as a PDF in the Final report and go through them with the support team.

How to respond to a dissatisfied customer

A dissatisfied answer after contact with support is the last chance to save the relationship. The customer got in touch, described the problem and is waiting to see whether anyone cares.

• In the survey automations set the Send notification action after the form is filled in, so you know about every new answer right away.
• Contact customers with an unresolved request and detractors (0 to 6) within 24 hours, ideally by phone.
• Start with what the customer wrote in the last question. Do not defend the procedure, ask what would help them.
• Record recurring complaints by topic: speed, knowledge, process, product. Deal with the most frequent topic first.
• Let the customer know what you changed based on their answer.