Customer Experience Specialist: Key Performance Indicators Date: 13 July 2026 How these KPIs work Each KPI is tracked for each Specialist, across the support tickets they personally handle. The basis for each measure, monthly or rolling, is set out below. # KPI 1 Reopen Rate 2 Messages Sent (per active hour) 3 Individual CSAT KPI 1: Reopen Rate Target: No more than 38% of the tickets the Specialist first responds to are reopened by the customer, measured on a rolling three-month basis. Stretch target: No more than 30% of the tickets the Specialist first responds to are reopened by the customer. Background What it measures How often the Specialist’s first response resolves the enquiry. A ticket closes when the Specialist replies, and reopens if the customer comes back needing more help. Scope Tickets the Specialist first responded to in the period. Excludes spam, no-reply tickets and non-support enquiries (marketing, events, collaborations, trade / wholesale leads). How it is measured Derived from Gorgias message data, per Specialist. A ticket counts as reopened when, after the Specialist’s reply, the customer replies again and the ticket requires a further human response. Automated and AI messages, and customer replies that need no response (such as a thank-you), are excluded. (Reopened tickets ÷ tickets the Specialist first responded to) × 100. Integrity control Read alongside CSAT. Some reopens are driven by upstream issues the Specialist does not control, such as a product fault or delivery problem the customer follows up on. These upstream issues are not separated out, so reopen rate is read as a rolling, team-relative trend. KPI 2: Messages Sent (per active hour) Target: The Specialist sends at least 11 messages to customers per active hour (equates to ~75 messages per day; 374 messages per week). Stretch target: The Specialist sends at least 14 messages to customers per active hour (equates to ~95 messages per day; 476 messages per week). Background What it measures The Specialist’s support output: the volume of customer communication produced per active hour. Scope Messages sent by the Specialist to customers. Excludes internal notes and automated-rule messages. How it is measured Gorgias Messages Sent, per Specialist, divided by active hours. Active hours are usually 34 per week for a full-time Specialist, once time in internal meetings and on breaks is set aside. Integrity control Measures output volume only. Read alongside reopen rate and CSAT, so volume is always weighed against quality of response. KPI 3: Individual CSAT Target: At least 90% of the Specialist’s rated support interactions are scored as satisfied (4 or 5 out of 5). Background What it measures Whether customers are satisfied with the support the Specialist provides. Scope Closed Gorgias tickets attributed to the Specialist that receive a survey response, across email, chat and Contact Us form. Excludes spam and non-support enquiries (marketing, events, collaborations, trade / wholesale leads). Unrated tickets sit outside the denominator. How it is measured Gorgias satisfaction surveys, per Specialist. (Count of 4 and 5 ratings ÷ total ratings received on the Specialist’s tickets) × 100. Integrity control Read alongside reopen rate. A floor of 20 rated responses per Specialist per month applies. Below the floor, the figure rolls to a trailing 90-day basis.

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