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28th August 2015
According to our poll, Response Time (75%) and Customer Satisfaction (58%) are the most popular KPIs for measuring social customer service.
Poll – What KPIs do you use to measure social customer service? – answers
Response Time – 75%
Customer Satisfaction – 58%
NetPromoter – 25%
Closure Rate – 17%
Escalations – 8%
Source: Call Centre Helper Webinar Poll – Webinar: 10 Strategies for Social Customer Service Sample size – 249 Date: May 2015
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
