Top 15 Support KPIs & Metrics for For Customer Support Teams

Short ticket resolution time doesn’t necessarily mean that issues are resolved correctly. This is why this metric goes hand in hand with the customer satisfaction score that is measured right after a ticket is closed. Nine times out of ten, when customer satisfaction is lagging, you can achieve significant improvements by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including analyst training, investments in knowledge management, and remote-control tools.

Reaction time is the time it takes an agent to take any action on a new message, whether tagging, reassigning, escalating, or responding to it. Average first response time or first reply time tells you how fast a rep responds after a customer has contacted we can say our KPI for our website is to increase our Google ranking, say, every quarter. To achieve this goal, one metric we improve on a month over month is the number of visits to our site.

#8 Customer effort score (CES)

These measurements can live in harmony – you just have to find the balance and make a call on what you value. If you can find a way to measure more than just the numbers, you will have a more holistic and smarter indication of performance. We also apply a weighted KPI model, which applies different emphasis to different metrics. This means that if you have a bad week on one data point (say volume of conversations pulled), you can make up for this by exceeding in another (100% customer satisfaction, perhaps).

When the COVID-19 pandemic crept across the world, customer service teams were dealing with a surge in volume, evolving policies and new remote work environments. Many companies stopped measuring customer satisfaction during this time as they were simply trying to get back to customers, which often took days. Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction.

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Not only does this lead to more accuracy, but with a real-time dashboard, you can see the project’s progress at a glance with easy-to-read graphs and charts. As a 30-year veteran of this industry, I have seen support organizations struggle more often than not with poor morale and low job satisfaction. By managing job satisfaction, you are simultaneously driving higher levels of analyst engagement. Some of the primary levers you have for driving job satisfaction, and hence analyst engagement, include training, coaching, and career pathing.

Multiple metrics could apply, but only a couple of them will be impactful enough to improve performance. While your organization has many moving parts that are integral to its operations and performance, it is not possible, or efficient, to track everything going on internally. For another, tracking too many measures creates unnecessary work that ultimately won’t be useful.

Customer satisfaction is a measure of how pleased your customers are with the quality of service provided. A common method that businesses use to determine this is by sending surveys to customers after every support interaction. By analyzing the responses on the surveys and gathering feedback, you can spot what’s working and what needs to be improved to provide better service experiences.

• By having our focus on churn, we work to measure the most important metric.
• Striving to provide consistent resolutions is something that is becoming increasingly critical – especially as people are more than eager to loudly share their negative experiences.
• Customer support KPIs are crucial for assessing overall team performance, holding agents accountable, keeping everyone aligned, and improving your customer service.

Not only does this help to align performance across multiple offices, but it also unites the team in their efforts and means that reps around the world very much feel part of the same team. You know you’re going to get great service and your meal is going to taste the same as every time before. Like with their burgers, people also expect consistency when they reach out to a company – no matter the channel, the agent on the other end or time of day. To determine CES, you’ll ask your customers, On a scale from “Very Easy” to “Very Difficult”, how was your experience?

Net Promoter Score

In fact, In our own consumer research, we found that consistency in a company’s service and experience is one of the most important factors in creating satisfied customers. Striving to provide consistent resolutions is something that is becoming increasingly critical – especially as people are more than eager to loudly share their negative experiences. To calculate cost per resolution, take your total monthly operating expense (salaries, technology, training, licenses, overhead, office supplies, etc.) and divide it by the total number of tickets. If you have a high cost per ticket, or notice that it is increasing, you’ll need to look for ways to bring efficiency to your group.

One of your goals is to conserve food—so you choose a KPI related to serving smaller portions. An unintended consequence of this action could be angry customers who would rather dine elsewhere. Even though you’ve technically met your goal, the result shows you went after the wrong KPI. A better thing to measure may be about how optimal is your fresh food ordering process so you have to throw less away (with the KPI being “amount of food waste”). Having your eye on KPI metrics is one of the best ways to track the progress of your team.

Cost Per Resolution

It features standard modules for ticket management, CMDB and knowledge base, and advanced modules for change, incident and problem management. It provides a scalable, robust way to manage IT service requests and assets. Moreover, Zendesk provides an impressive suite of agent productivity tools. The guided mode helps you queue tickets more strategically for your agents to speed up response time.

Monitoring this measurement closely can help you paint an accurate picture of your situation and find improvement opportunities to ensure you remain profitable. The customer experience Objectives (KPIs) track and measure customer satisfaction and customer loyalty metrics over time. Loyal and satisfied customers will continue to support your brand by purchasing products or services; thereby, driving up your company’s sales figures and increasing its bottom line.

Why support teams should use KPIs

Team KPIs assist in measuring the optimal functioning and successful coordination of team members within the organization. These valuable KPIs help to link your team objectives to the business’ strategic goals. With REVE Chat, you can start a free trial of feature-rich customer support software and redefine your customer service. Fast resolution is always a stable determinant for customer satisfaction.

The best way to get these insights is by measuring customer service key performance indicators or customer service KPIs. At Intercom we strive to have a world class support team who do whatever they can to help our customers and foster customer loyalty. In order to ensure this high standard across a global team, KPIs help us to identify areas for improvement and to celebrate successes.

• ” There’s no better way to measure it than by directly asking people whether they liked their experience with your business or not.
• Here’s where the resolution SLA comes into play as an important KPI since it helps ensure that all tickets are resolved within a set time.
• KPIs provide a framework for measuring progress, monitoring performance, and identifying areas for improvement across different levels of the organization.
• You have to maintain a healthy balance between fast response and fast resolution.
• A customer service KPI dashboard is a live display of all the metrics that a team is measuring.

You’ll be using various metrics and assessment methods specific to the KPI and the goals you set. The operative word is “key,” which means you’ll be concentrating on indicators that impact your customer service performance and which help you reach your goals. For example, for a business with a goal of improving responsiveness, a KPI around time to first response would be fitting. For one more focused on quality, a KPI around customer satisfaction would work well. Or, for a team aimed at providing an effortless experience, a customer effort score would be a great guiding KPI.

The truth is that while there is a correlation between MTTR and customer satisfaction, aggressive service levels will not necessarily lead to higher levels of customer satisfaction. Customer satisfaction and cost per ticket are the yin and yang of IT Support. These metrics are in constant tension, and every IT Support organization grapples with how to strike an appropriate balance between the two. With no restraints on spending, it is relatively easy for a support organization to “spend its way” to high customer satisfaction. Conversely, if customer satisfaction is not an issue, a support organization can reduce its costs almost indefinitely. The vast majority of IT support organizations are tracking too many metrics – oftentimes 20 or more!

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