How to calculate SLA adherence

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SLA adherence refers to the percentage of customer queries resolved within the agreed-upon time frame specified in the SLA. For example, let’s say an SLA sets a goal of responding to inbound inquiries within three hours or less. If the company responds within that timeframe for every inquiry, the SLA adherence would be 100%. Simply subtract the total number of inquiries that didn’t meet the SLA goal from the total inquiries for a set time period to get your percentage.

Why SLA adherence matters
SLA guidelines exist for a good reason—they serve as a barometer of the health of your social media customer service team and strategy. Adhering to SLAs is also important to maintaining intra-departmental partnerships and client relationships by doing what you collaboratively agreed to do.

Customer abandonment rate
This is a social customer service metric where you want to see a low number. Customer south korea mobile database abandonment rate refers to the percentage of customers who abandon their support requests before receiving a resolution.

How to calculate customer abandonment rate
Choose a set time period, and tabulate your total abandoned customer inquiries. From there, divide this number by the total number of inquiries from that time period, and then multiply by 100 to get a percentage.

For example, if you had 5 abandoned customer inquiries in a single hour and had 20 total interactions in that hour, your abandonment rate is 25%.

Why customer abandonment rate matters
High abandonment rate can indicate poor customer support, leading to unsatisfied customers and lost business. Tracking customer service metrics like abandonment rate can help you identify areas to improve.