Stay on top of all your fluctuating customer support demands and various data points as they come in.

Customer support is the backbone to business success. Monitoring the performance of your support activities helps you take control and service your customers better, boosting your customer loyalty.

Your support team works tirelessly to help your customer base. Support KPIs and Metrics gives them insight into their efforts and aids them in bringing their work to the next level.

Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software
Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software

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Support KPI Examples | Support Requests

Support Requests

Measure the total number of support requests that have come in.

Support KPI Examples | Customer Service Representatives (CSR) Occupancy

Customer Service Representatives (CSR) Occupancy

Measure the total share of time support agents are handling customer calls.

Support KPI Examples | Customer Satisfaction with Service Levels

Customer Satisfaction with Service Levels

Measure the overall customer satisfaction ratings with their service levels.

Support KPI Examples | Talk Time

Talk Time

Measure the amount of time your support agents spend talking to a customer.

Support KPI Examples | Complaints Resolved

Complaints Resolved

Measure the total number of complaints received and resolved.

Support KPI Examples | Correspondence Replied to On Time

Correspondence Replied to On Time

Measure how many contact requests were answered within a set, appropriate amount of time.

Support KPI Examples | Time From Inquiry to Response

Time From Inquiry to Response

Measure the time it takes for a support agent to respond to a customer inquiry.

Support KPI Examples | Time to Resolve Complaints

Time to Resolve Complaints

Measure the total amount of time it takes to resolve issues.

Support KPI Examples | Complaints Not Resolved on First Call

Complaints Not Resolved on First Call

Measure the total number of complaints that required additional calls to be resolved.

Support KPI Examples | Queries Resolved in the Same Day

Queries Resolved in the Same Day

Measure how quickly your team addresses incoming queries.

Support KPI Examples | Speed of Answer (SA)

Speed of Answer (SA)

Measure how quickly support staff answer incoming calls.

Support KPI Examples | Overdue Service Requests

Overdue Service Requests

Measure the total number of service requests that have not been acted on within a set amount of time.

Support KPI Examples | Complaints Received

Complaints Received

Measure the total number of complaints that have been received within a given time period.

Support KPI Examples | Customer Complaints Due to Poor Service or Product Quality

Customer Complaints Due to Poor Service or Product Quality

Measure the number of complaints that are being received.

Support KPI Examples | Timeliness of Issue Resolution

Timeliness of Issue Resolution

Measure the number of issues raised that are solved within an appropriate amount of time.