But the use of these metrics goes beyond improving customer satisfaction and experience. Social media customer service metrics have the power to transform the way you do business—from refining product development to improving your team’s efficiency.
Papa Johns, for example, manages 600+ customer service cases a week. Using Sprout Social’s Smart Inbox, Papa Johns consolidated multiple communication channels into one space. This allows the team to better monitor individual cases and respond faster. This has saved 2 days worth of work per week for the Papa Johns team—830 hours a year. Thanks to streamlined workflows and the time saved, the company has seen improvements in customer satisfaction scores. To see how features like Sprout’s Smart south korea mobile database Inbox can strengthen your own customer service strategies, check out a free 30 day trial of Sprout Social.
Papa Johns is not alone in applying social data to customer care strategies. 2025 Index data shows over half of marketing leaders use social interactions as a KPI to gauge success.
Let’s get into the top social customer service metrics you need to monitor, and how you can track them with Sprout Social.
Average first reply time (or first response time) refers to the time it takes for your team to send out the first reply to an inbound customer message within business hours.