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Understanding Your Performance Metrics

Performance metrics give you the data you need to improve your customer 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.

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Average Response Time

This metrics shows the average amount of time a customer must wait before getting a reply from staff. Short average response time indicates that your team is working fast and efficiently to answer your customer's request for information.

You can choose to display this metric daily or hourly.

At the top of this metric, you will see the average response time and right under the % increase or decrease depending on the chosen period.

Average response time

In this example, you can see that the average response time is 10 minutes and 32 seconds. There was a 46% decrease in the last 30 days, which means that the staff has responded slower to customers during the previous 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 quickly. The faster you answer, the higher customer satisfaction will be.

Also, if a message from a customer does not require an answer, 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 daily or hourly. When displayed hourly, you can see when your team sent the most messages per hour. You will also see a blue line, which indicates the range of messages sent per hour.

At the top of this metric, you will see the total number of messages sent and right under the % increase or decrease depending on the chosen period. 

Messages Sent

In this example, you can see that 753 messages were sent in the last 30 days. There was a 9% increase, meaning more messages have been sent in the previous 30 days. 

There was a minimum of 0 messages sent per hour and a maximum of 91 messages.

You can see that the darker the blue gets on the graph, the more messages were sent during that time frame.  In this case, the darker blue is concentrated between 9 AM to 4 PM.

Users 

This table shows a multitude of metrics, allowing to get a better picture of an account’s activity at 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
  • Videos sent in notes (including those sent in our Collaboration feature)
  • Images sent
  • Images sent in notes (including those sent in our Collaboration feature)
  • 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 went through Kimoby Pay.

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

Kimoby Pay

In this example, $13,116.95 was received through Kimoby Pay in 13 different payments. There was a 1.9% increase in the last 30 days.

You can also see that a total of 19 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 daily or hourly. When displayed hourly, you can see when your team received more messages from your customers. You will also see a blue line, which indicates the range of messages received per hour.

At the top of this metric, you will see the total number of messages received and right under, the % increase or decrease depending on the chosen period. 

Message Received

In this example, you can see that, in the last 30 days, 929 messages were received. There was an increase of 33%, which means you got more messages from your customers during the previous 30 days.

The darker the blue gets on the graph, the more messages were deceived during that time frame. In this case, the darker blue is concentrated between 9 AM and 5 PM.

Conversations Opened 

Tracking the total number of conversations opened may help you determine whether your organization has enough staff 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 daily or hourly.

Conversations Opened

In this example, there were 45 conversations opened in the last 30 days. There was a 23% increase, meaning more conversations have been opened in the previous 30 days.

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 of negative comments for all automated messages that customers responded to.

Reviews

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

The more your customers respond to this automation, the more your satisfaction metric will have data and will be able to show you your ratings.

Automated Messages

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

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

Automated message

In this example, out of 26 automated messages sent, you got 15 answers from your customers, which indicates a 58% response rate. There was a 44% increase, which means 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, 80% of the automated messages 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 staff needs to put more effort into asking customers for their cell phone numbers.

Cell phone numbrs

In this example, there are 7'006 cell phone numbers in your account. Plus, 106 cell phone numbers were added, which is 11 more than the previous 30 days. The total number of customers in your account, in this case, is 12'276.

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.

Unsubscribed

In this example, one new customer unsubscribed, which is two less than the previous 30 days.

You have a total of 3% of customers that unsubscribed out of all the cell phone numbers that you have in your account.

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 anything other than YES or NO, or didn't reply at all to the reminder message.

Appointments metrics

In this example, there were 166 responses out of 259 appointment reminders sent, which is a 64% response rate. There was an 8% 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 a 40% increase.

In the graph, there are all of the appointment statuses. Go over each color for more details. 

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