The social media customer service metrics that experts measure

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When you think about social media customer service, there are probably two encounters that come to mind: the best experience a brand ever provided…and the worst.

Maybe you’re completely loyal to the airline whose customer service rep found you the perfect flight. Even in the face of price increases and flight cancellations, you’ll never book with another airline again. That’s the power of customer care: turning a great customer service experience into lifelong loyalty.

On the other hand, you’ve stayed furious at the furniture company that delivered south korea mobile database the wrong items to your home and refused to refund you. Even after five years, your brand boycott persists..

These contrasting experiences leave a lasting impact, even if most interactions with the brand were average. Responsive customer service can be a major differentiator: The 2025 Sprout Social Index™ found that 73% of social users will buy from a competitor if a brand doesn’t respond on social.

Brands that go above and beyond for customers receive enviable brand loyalty. In this article, we’re breaking down essential metrics to track so you can deliver exceptional customer service and care. Your customer service approach is more reactive, covering the basics and helping customers when they need it. Customer care dials this up a notch—being proactive and personalizing your approach to specific customer situations. You need a comprehensive set of metrics to understand and improve both.