Customer Support

Best metrics to measure your support quality in the world of AI - how we did it at Uber

Best metrics to measure your support quality in the world of AI - how we did it at Uber
Deepak Singla
Dive into our latest blog where we break down the pivotal support metrics to deliver magical customer support experiences. From understanding the importance of quick response times and first contact resolution to measuring customer effort, satisfaction, and loyalty, we cover the essentials.
Best metrics to measure your support quality in the world of AI - how we did it at Uber
"From the moment I reached out with a quick question to the seamless support that followed, my experience was nothing short of exceptional. It's rare to find a team that makes you feel like your issue is their top priority, but that's exactly what happened. This level of care and efficiency not only solved my problem but turned me into a loyal advocate for their brand. It's clear: when support goes above and beyond, it doesn't just fix issues; it builds lasting relationships." - A Delighted Customer

DELIGHTED CUSTOMERS. That's how ALL successful companies are built. Every single interaction with your business should feel WOW. Think of Amazon, Apple, Uber. Everyone fits the bill.

And that means:

  • Fast response times
  • Being empathetic with your customers (outsourcing support won't get you there)

Is that all? Not really. There is a list of important metrics you need to measure. Let's dive into them.

🚀 Engagement Metrics

"When support feels effortless and my voice is heard and valued, that's when I know I'm not just a ticket number—I'm a part of a community. It's this level of engagement and care that transforms my experience from satisfactory to exceptional, making me not only a customer but a champion for the brand."
Average Response Time:

  • How: Average time it takes to respond to customer issues
  • Why: Faster responses → Increased trust from customers → Better retention

First Contact Resolution (FCR):

  • How: % of issues resolved on the first interaction without the need for follow-up
  • Why: High FCR → better engagement + retention

Customer Effort Score (CES):

  • How: After a customer interaction, ask them to rate the effort required on a scale (e.g., 1 to 5) where 1 represents "Very Easy" and 5 represents "Very Difficult."
  • Why: Lower scores here indicate a more engaging support experience as customers find it easier to get their issues resolved. Some companies try to hide their support emails etc. (mainly to save on costs) but it impacts CES and Engagement significantly.

Bonus metric: Upsell Revenue

  • How: Incremental revenue derived from upselling through support interactions
  • Why: Increased engagement provides more opportunities to upsell and drive revenue

❤️ Retention Metrics

"Staying loyal to a brand isn't just about habit; it's about knowing that you're valued and remembered. It's the warmth of being welcomed back, the assurance that your satisfaction matters, and the delight in seeing your feedback shape the service."
Churn Rate:

  • How:  % of customers who stop using your product or service over a specific period after a support interaction. This gets very tricky to measure because for Uber we typically used 28D retention but it’s highly product dependent and needs A/B testing
  • Why: Reducing churn rates leads to higher customer retention

Complaint Resolution Rate:

  • How: % of customer complaints that are successfully resolved. This should be >95% if not 100%
  • Why: If you don’t resolve customer issues it has a very high impact on retention, engagement, and especially future upsells which often go unmeasured

Service Level Agreement (SLA) Adherence:

  • How:  % of support requests that meet the desired response and resolution times.
  • Why: If you don’t adhere to SLAs you lose customer trust → Low retention and engagement

✨ Satisfaction Metrics

"True satisfaction comes from more than just getting what you expect—it's about being pleasantly surprised and feeling genuinely cared for. It's when a company goes the extra mile, listens intently, and acts on my feedback, making me feel not just satisfied, but valued and understood. That's the kind of service that doesn't just meet needs; it wins hearts."
Customer Satisfaction Score (CSAT):

  • How: After an interaction, ask customers to rate their satisfaction on a scale (e.g., 1 to 5)
  • Why: CSAT directly measures customer satisfaction and provides actionable feedback. If possible you should measure this across categories/ however you structure your support groups so you know which section to improve

Customer Feedback and Comments:

  • How:  Collect and analyze qualitative feedback from customers through support interactions. LLMs are great for measuring this.
  • Why: Measuring real-time feedback allows you to identify the buckets of issues which can then be passed on to product teams to handle in-product, and also to better train CS agents

Net Promoter Score (NPS):

  • How: Ask customers, "On a scale of 0-10, how likely are you to recommend our product to a friend or colleague?"
  • Why: NPS typically indicates customer loyalty, and you can use this data to create “high brand affinity” cohorts and often drive upsells

🎉 That's ALOT of metrics. How can I leverage Fini to make this easy?

"As a growing e-commerce platform, we were struggling to keep up with the volume of customer inquiries, which was starting to impact our brand reputation. Implementing Fini was a game-changer. Almost overnight, we saw a dramatic reduction in response times and a significant increase in first-contact resolutions. Our customers have noticed the difference, too, with many praising the speed and accuracy of our support. Fini hasn't just improved our customer support metrics; it has transformed our entire customer experience. Thanks to Fini, our team can focus on complex issues, knowing that Fini's AI handles the rest with ease. It's not just a tool; it's our competitive edge in customer satisfaction." - Ian, Duolingo

At Fini, we’re on a mission to ensure every query is greeted with a smile (virtually, of course!) and an accurate, reliable answer. We're working with best-in-class companies like Duolingo, DistroKid, Bitdefender and 100+ others to deliver magical experiences.

Fini can significantly enhance key customer support metrics in the following areas:

  • Reduce Average Response Time: By automating responses to common queries, Fini drastically cuts down the time customers wait for a reply, fostering trust and retention.
  • Boost First Contact Resolution (FCR): Fini's AI is trained to handle a wide range of issues, resolving many on the first interaction and thus improving customer satisfaction and engagement.
  • Improve Retention Metrics: By providing swift, accurate, and personalized support, Fini helps in reducing churn rate and increasing customer loyalty.
  • Elevate Satisfaction Metrics (CSAT): Fini's ability to deliver quick and relevant responses leads to higher Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS), reflecting directly on customer happiness and brand advocacy.

🚀 Wrapping Up

There is a only one way to deliver magical experiences. Care about your customers. Don't let them be a ticket number. Solve every issue like you are helping a family member. And don't forget to measure it.

At Fini, we are always here to help every step along the way. Feel free to reach out to us at founders@usefini.com 🚀🎉

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