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8 Metrics Every Customer Service and Support Leader Should Care About

Customer service operations are increasingly expected to demonstrate business impact beyond cost containment. The metrics that most teams track today were designed for a different era of support and do not capture the connection between service quality and customer lifetime value, churn, or revenue recovery. This Gartner report defines the eight KPIs that high-performing customer service and support organizations are using to measure what actually matters, from resolution effectiveness and effort reduction to the loyalty and revenue signals that give operations leaders a complete picture of how their service function is performing and where the highest-impact improvement opportunities lie.