Essential Customer Service KPIs – Premium Pack

Customer Service Masthead - B

About this pack

Sometimes you just need a menu of good KPIs to pick from. That's what this 'Essential KPIs' guide is designed to provide. The problem is that not every business is the same.

So how do you make sure you fully understand where the KPIs in this pack came from and identify any extra KPIs that may be specific to your organisation? You do this using KPI Trees. KPI Trees show the outcomes that each KPI is designed to reflect, so you can understand the logic and reasoning behind each and every KPI in the pack and build on it to identify KPIs specific to your organisation.

The KPIs in this pack were selected using KPI Trees from the ROKS Express system. This premium pack includes the original KPI Trees so you can review and adapt them. This approach gives you convenience and flexibility. As all the packs in this store were developed from the ROKS Express system, if you decide to add further packs in future, they will work seamlessly together.

What is included

Customer Service KPI Guide Ad

The printable Premium Essential KPI Guide including full KPI definitions and examples (A4 PDF)

Source KPI Tree Ad image

The KPI Tree source diagrams for the guide KPIs (as PDFs)

KPI Tree Cheat Sheet Ad image

A one-page 'KPI Tree Cheat Sheet' in both (A4 PDF)

ROKS KPI Canvas Ad image

A ROKS KPI Canvas definition templates (Excel template and printable A4 PDF)

KPI Trees in this pack

KPI definitions in this pack

This pack includes...

  1. Q1 Service Quality
  2. Q3 Guarantee and Warranty
  3. R3 Service Research and Development
  4. C1 Present Customers Waiting for Service
  5. C5 Bookings and Appointments
  6. M1 Public Reviews
  7. O5 Efficiency - Service Delivery
  8. O7 Fulfilment - Products and Services
  9. O8 Call, Email and Webchat Handling
  10. O10 Complaints and Incident Handling
  11. L1 Service Improvement Activity
  12. L3 Contact Centre Improvement Activity

Number of KPIs included in KPI Tree: 275

Number of full KPI definitions included in this pack: 105


Still not sure?

Check out the free 'Financial KPIs Premium Pack' to see the type of documents you will get in your pack.


  • Leo Sanders Walks you through all the KPIs to get you started

    A great guide. Intuitive to follow and effective in hand-holding you through creating KPI’s for your center.

    258 of 523 people found this review helpful.

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