Customer satisfaction score (CSAT)

[fomayof928@mowline]

That’s why your reply time is one of the most important customer service metrics to measure. It measures how long it takes for your team to reply to a customer message on social. A screenshot of Sprout Social's response to a comment on a Sprout LinkedIn post that reads, "Love that approach, Meghan!"

The best way to quantify this metric is with a canada b2b leads tool. For example, Sprout’s Internal Reports, like the Inbox Team Report, calculate team performance metrics like Average Reply Time for you.

The Inbox Team Report summary in Sprout Social where the average reply time can be seen overall, and by team member.
Total response volume
Total Response Volume is the number of responses your team sends to customers.

Unanswered messages on social create a frustrating customer experience. Tracking customer service metrics, like this one, help you improve your customer care experience by identifying how many messages are being missed.

Your CSAT indicates how satisfied customers are with your products, services or brand and business as a whole. This number is typically sourced from surveys but there are ways to measure it on social through social messaging.

With Sprout, for example, you can DM customers for feedback via Twitter and Facebook to gauge their CSAT score, or their Net Promoter Score — that is, how likely they are to recommend your company to a friend. Then, aggregate these survey results into an automated Customer Feedback Report to synthesize your findings.