Certified Specialist Programme in E-commerce Customer Service Reporting Metrics

Saturday, 14 February 2026 17:50:43

International applicants and their qualifications are accepted

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Overview

Overview

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E-commerce Customer Service Reporting Metrics: Master the art of data-driven decision-making in e-commerce.


This Certified Specialist Programme equips you with the skills to analyze key customer service metrics. Learn to interpret data visualizations and dashboards. Understand key performance indicators (KPIs) like CSAT, resolution time, and average handle time.


Ideal for customer service managers, analysts, and anyone involved in e-commerce operations. Gain valuable insights to improve customer experience and optimize your business processes. E-commerce Customer Service Reporting Metrics will transform your approach.


Enroll today and become a certified specialist! Explore the program details and boost your career in e-commerce.

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E-commerce Customer Service Reporting Metrics: Master the art of data-driven decision-making in e-commerce customer service. This Certified Specialist Programme equips you with in-demand skills in analyzing key performance indicators (KPIs) and creating impactful reports. Gain expertise in customer satisfaction metrics and improve operational efficiency. Boost your career prospects with this sought-after certification, opening doors to roles like Customer Service Analyst and E-commerce Manager. Our unique, hands-on approach, featuring real-world case studies and expert-led sessions, sets you apart. Become a certified expert in E-commerce Customer Service Reporting Metrics today!

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

• **E-commerce Customer Service Metrics Overview:** This foundational unit covers key performance indicators (KPIs) and their importance in understanding customer satisfaction and business performance.
• **Analyzing Customer Satisfaction (CSAT) Scores:** Deep dive into CSAT calculations, benchmarking, and strategies to improve scores. This includes exploring Net Promoter Score (NPS) and Customer Effort Score (CES) for holistic understanding.
• **Tracking and Reporting First Contact Resolution (FCR):** Learn techniques for measuring and improving FCR rates, a crucial metric for efficient customer service.
• **Measuring Average Handling Time (AHT) & its impact:** This unit examines the effect of AHT on agent productivity and customer experience, offering strategies for optimization.
• **Understanding and Reporting Email & Chat Response Times:** Focuses on timely communication and the implications of response speed for customer satisfaction and brand loyalty.
• **Return Rate Analysis & its Correlation with Customer Service:** This unit explores the link between returns and customer service quality, offering strategies for reducing returns through improved service.
• **Social Media Monitoring and Sentiment Analysis:** Learn to track brand mentions, analyze customer sentiment, and leverage social media data for improving customer service.
• **E-commerce Customer Service Reporting Tools & Technologies:** This unit explores various software and tools for efficient data collection, analysis, and reporting.
• **Data Visualization and Presentation for E-commerce Customer Service:** Focuses on effectively communicating insights from data analysis to stakeholders through compelling reports and dashboards.

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): 140
2 months (Standard mode): 90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Job Role Description
E-commerce Customer Service Specialist (UK) Provides exceptional customer support via various channels, resolving queries and issues related to online orders, returns, and account management. High demand for problem-solving and communication skills.
Senior E-commerce Customer Service Manager (UK) Leads and mentors a team of customer service representatives, overseeing daily operations, performance metrics, and strategic planning for improved customer experience and satisfaction. Requires strong leadership and analytical skills within E-commerce.
E-commerce Customer Service Analyst (UK) Analyzes customer service data to identify trends, areas for improvement, and opportunities to enhance customer experience. Involves data analysis and reporting. High demand for analytical and reporting skills within E-commerce.

Key facts about Certified Specialist Programme in E-commerce Customer Service Reporting Metrics

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The Certified Specialist Programme in E-commerce Customer Service Reporting Metrics equips professionals with the skills to effectively analyze and interpret key performance indicators (KPIs) within the e-commerce sector. This program focuses on transforming raw data into actionable insights, leading to improved customer service strategies and business outcomes.


Upon completion, participants will be able to master various reporting techniques, leveraging tools like dashboards and analytics platforms. They will gain expertise in crucial e-commerce metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), average handling time (AHT), and first contact resolution (FCR). This practical application of data analysis is a key learning outcome.


The programme duration is typically structured to suit working professionals, often spanning several weeks or months depending on the chosen learning pathway. This flexible approach ensures accessibility while maintaining a rigorous learning experience focused on e-commerce customer service reporting metrics and best practices.


This certification is highly relevant to a broad range of e-commerce businesses, from small online retailers to large multinational corporations. The skills acquired are directly applicable to roles such as customer service managers, data analysts, and business intelligence professionals within the dynamic e-commerce industry. Understanding advanced analytics and reporting is increasingly crucial for success in this competitive landscape.


The programme's emphasis on practical application and real-world scenarios makes graduates immediately valuable assets. Graduates gain a competitive edge in the job market, demonstrating their mastery of e-commerce customer service reporting metrics and data-driven decision-making. This makes them highly sought-after in the rapidly evolving world of online retail.

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Why this course?

The Certified Specialist Programme in E-commerce Customer Service Reporting Metrics is increasingly significant in today's UK market. E-commerce is booming, with recent data showing a substantial rise in online sales. A recent study suggests that over 80% of UK consumers now shop online regularly, placing immense pressure on businesses to deliver exceptional customer service. Effective reporting is crucial for understanding customer behaviour and identifying areas for improvement.

This programme equips professionals with the skills to analyze key metrics such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and average resolution time (ART). Understanding these e-commerce customer service metrics allows for data-driven decision-making, leading to enhanced operational efficiency and increased customer loyalty. For example, the Office for National Statistics reports a significant increase in online complaints, highlighting the critical need for improved service and effective reporting to address such issues.

Metric Average Score
CSAT 85%
NPS 70
ART 24 hours

Who should enrol in Certified Specialist Programme in E-commerce Customer Service Reporting Metrics?

Ideal Audience for the Certified Specialist Programme in E-commerce Customer Service Reporting Metrics UK Relevance
E-commerce Customer Service Managers seeking to enhance their reporting and analytical skills. This programme offers practical, data-driven strategies for improving customer satisfaction and operational efficiency. Over 70% of UK consumers now shop online, highlighting the crucial need for effective e-commerce customer service and robust performance metrics.
Data analysts working within e-commerce teams, aiming to master the art of interpreting key performance indicators (KPIs) related to customer service interactions. Gain proficiency in visualising customer service data and presenting actionable insights. The UK e-commerce sector is highly competitive, necessitating data-driven decision-making for improved customer retention and business growth.
Business owners and entrepreneurs running online businesses who want to understand and improve their customer service performance through effective data analysis. Learn to track crucial customer service metrics and leverage them for business success. Small and medium-sized enterprises (SMEs) represent a significant portion of the UK e-commerce market and can greatly benefit from data-driven insights for optimising customer service.
Customer service representatives aiming for career progression by developing their skills in data analysis and reporting. Develop a competitive edge with specialised knowledge in e-commerce customer service metrics. The demand for skilled customer service professionals with analytical capabilities is constantly increasing in the UK.