Understanding Your Performance Metrics

Performance metrics provide the data you need to improve your customers' satisfaction and engagement. It's essential to take time to analyze and review your metrics to understand how you can do better. Discover all the metrics currently available in Kimoby and send us your suggestions if you want any additional ones.

Quick Links

• Average Response Time
• Messages Sent
• Users
• Kimoby Pay
• Messages Received 
• Conversations Opened
• Videos
• Repair Orders (ROs)
• Satisfaction Rating
• Automated Message
• Cell Phone Numbers
• Unsubscribed
• Appointments Metrics

Average Response Time

This metric shows the average amount of time a customer must wait before receiving a reply. A short average response time indicates that your team is working fast and efficiently to answer your customers' requests.

You can choose to display this metric on a daily or hourly frequency.

At the top of this metric, you will see the average response time with the percentage increase or decrease underneath it.

In this example, you can see that the average response time is 23 minutes and 12 seconds. There was a 30% increase in the last 30 days, which means that the staff has responded more quickly to customers in the last 30 days. You want your average response time to be as low as possible. 

Improve Your Average Response Time Metric

To improve this metric, you need to answer your customers more quickly. The faster you answer, the higher your customer satisfaction will be.

Also, if a message from a customer does not require an answer, you should close the conversation. Otherwise, until you talk to that same customer again, the lapse of time between the last message and the new one will count in your average response time.

Messages Sent

This metric shows the total number of text messages sent to customers, including all messages sent in conversations, messages sent automatically, messages sent in the context of instant marketing campaigns, and appointment reminders.

You can choose to display this metric on a daily or hourly frequency. When displayed as hourly, you can see at which hour your team sent the most messages. You will also see a blue line that indicates the range of messages sent per hour.

At the top of this metric, you will see the total number of messages with the percentage increase or decrease underneath it.

In this example, you can see that 4152 messages were sent in the last 30 days. There was a 7% increase, meaning more messages were sent in the last 30 days compared to the previous same date range. 

Users 

This table shows a multitude of metrics allowing us to get a better picture of an account’s activity on a user level. By scrolling horizontally over the table, a total of 9 metrics can be observed. They can be tracked according to a customizable date range and can be exported in a .CSV or .XLSX format. 

The metrics being tracked for each user are the following:

• Messages sent
• Payment requests sent
• Videos sent
• Internal videos
• Images sent
• Internal notes
• Average response time
• Closed conversations
• The moment when the user was last seen

 Kimoby Pay

This metric shows the total volume and payment requests that were processed with Kimoby Pay.

By going over each dot in the graphic, you can view the total amount which was processed through Kimoby Pay according to the time range selected at the top of the Metrics section.

In this example, $21,439.41 was processed through Kimoby Pay in 19 separate payments. There was a 1.93% increase in the last 30 days.

You can also see that a total of 27 payment requests were sent.

Finally, you will see the total amount received per week.

Messages Received

This metric shows the total number of text messages received from customers, including all messages received in conversations, messages received from instant marketing campaigns, and appointment reminders.

You can choose to display this metric on a daily or hourly frequency. When displayed hourly, you can see when your team received the most messages from your customers. You will also see a blue line that indicates the range of messages received per hour. 

At the top of this metric, you will see the total number of messages received with the percentage increase or decrease underneath it.

In this example, you can see that 1063 messages were received in the last 30 days. There was a 2% decrease, which means you received less messages from your customers in the last 30 days compared to the previous same date range. 

Conversations Opened 

Tracking the total number of conversations opened may help you determine whether your organization has enough users to cover the volume of customer service activities.

This metric shows the number of times your customers or staff initiated a new interaction through text messages. You can choose to display this metric on a daily or hourly frequency.

In this example, there were 86 conversations opened in the last 30 days. There was a 30 conversation decrease, meaning less conversations were opened in the last 30 days.

Videos

This table shows, on a user level, how many videos are created and sent, as well as how many repair orders (ROs) contain videos. This metric allows you to see how much your staff uses Kimoby’s photos and videos feature on the web and mobile app.

The metrics being tracked for each user are the following:

• Repair Orders: Number of ROs that you have either participated in or are assigned to
• Avg Videos Made per RO: Average number of videos made in Kimoby per RO
• # Videos:
  • Made: Number of videos created in Kimoby
  • Sent: Number of videos sent via Kimoby, regardless if they were created in Kimoby
  • Viewed: Number of videos viewed by customers
• % RO With Videos: 
  • Made: Number and percentage of ROs with videos created in Kimoby
  • Sent: Number and percentage of ROs with videos sent via Kimoby, regardless if they were created in Kimoby
  • Viewed: Number and percentage of ROs with videos viewed by customers
    
    

Repair Orders

This table shows, on a user level, the opening and closing amount on repair orders that either included or did not include any videos. Using these metrics, you can monitor and analyze the effectiveness of your upsell strategy.

The metrics being tracked for each user, separated under Video Sent and No Video Sent, are the following:

• #RO: Number of repair orders that you have either participated in or are assigned to
• RO Open $: The average invoice dollar amount when the RO was opened 
• RO Close $: The average invoice dollar amount when the RO was closed
• Difference: The dollar amount and percentage difference between the opening and closing of the RO
• Total Upsell: The average dollar amount of upsell (regardless if a video was sent or not)
  
  

What Types of Repair Orders are Counted?

The following repair order types are counted in the Repair Order Upsell metrics:

• Customer pay
• Internal + Customer pay
• Warranty + Customer pay
• Warranty 

The following repair order types are NOT counted in the Repair Order Upsell metrics:

• Internal
• Internal + Warranty

Satisfaction Rating

For all messages you send automatically, such as post-appointment feedback requests, the system automatically sorts customer replies into positive and negative sentiments to help you spot service issues and prioritize follow-ups.

This metric shows the number of positive customer comments compared to the total amount of negative comments for all automated messages customers have responded to.

In this example, the satisfaction rating is 92%. There was a 1% decrease, which means you received fewer positive ratings in the last 30 days.

The more your customers respond to an automation, the more your satisfaction metric will have data for your ratings.

Automated Messages

This metric shows the number of times customers have replied to any automated message compared to the total number of messages your organization has sent automatically.

A high percentage indicates that your automated messages successfully generate customer read-through, response, and engagement rate.

In this example, out of 751 automated messages sent, 157 answers were received. This equals a 21% response rate. There was a 3% increase meaning your customers have been answering more in the last 30 days.

In addition, the satisfaction rating is displayed since CSI responses are a part of automated messages. In this case, 94% of the automated message responses had a positive satisfaction rating.

Cell Phone Number

This metric shows the total amount of cell phone numbers recorded in your contact database compared to the total number of existing customer profiles.

A low percentage may indicate that your need to put more effort into asking customers for their cell phone numbers.

In this example, there are 26,320 cell phone numbers in your account. There are 210 cell phone numbers that were added in the past 30 days, which is 44 more than in the previous 30 days. The total number of customers in the account is 26,320.

Unsubscribed 

This metric shows the total number of new customers that unsubscribed in the selected time period. 

A low percentage indicates that you don't have many unsubscribed customers compared to the total number of cell phones in your account. The lower this percentage is, the better it is for you.

In this example, one new customer unsubscribed from general messages. There is a total of 1% of customers that have unsubscribed from general messages out of all the cell phone numbers in the account.

Additionally, three new customers unsubscribed from marketing messages. There is a total of 6% of customers that have unsubscribed from marketing messages out of all the cell phone numbers in the account. These customers can still receive general messages from you.

Appointments Metrics

This metric shows the total number of appointment reminders sent to customers and the number of times customers confirmed their appointment with a reply containing the word YES, canceled their appointment with a reply containing the word NO, replied with anything other than YES or NO, or didn't reply at all to the reminder message.

In this example, there were 574 responses received out of 1069 appointment reminders sent. This equals a 54% response rate. There was a 2% increase in the last 30 days, which means more customers are answering their appointment reminders.

In the appointment statuses, you have the total of all appointments in your account and the percentage of increase or decrease compared to the previous period. In this case, there's an increase of 304 increase.

The graph includes all appointment statuses. Go over each color for more details. 

• Green: Confirmed appointments
• Yellow: Unconfirmed appointments
• Red: Cancelled appointments
• Blue: Rescheduled appointments.