Support Metrics & KPIs
Metrics & KPIs for modern support teams
Keep your customers happy by staying on top of all your ever-changing customer support demands as they come in.
Customer support is the backbone to your company’s success. Your support team works tirelessly to help keep your customer base happy. 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 your support team insight into their efforts and aids them in bringing their work to the next level, always knowing where they stand.
Support Requests
Measure the total number of support requests that have come in.
Customer Service Representatives (CSR) Occupancy
Measure the total share of time support agents are handling customer calls.
Customer Satisfaction with Service Levels
Measure the overall customer satisfaction ratings with their service levels.
Talk Time
Measure the amount of time your support agents spend talking to a customer.
Complaints Resolved
Measure the total number of complaints received and resolved.
Correspondence Replied to On Time
Measure how many contact requests were answered within a set, appropriate amount of time.
Time From Inquiry to Response
Measure the time it takes for a support agent to respond to a customer inquiry.
Time to Resolve Complaints
Measure the total amount of time it takes to resolve issues.
Complaints Not Resolved on First Call
Measure the total number of complaints that required additional calls to be resolved.
Queries Resolved in the Same Day
Measure how quickly your team addresses incoming queries.
Speed of Answer (SA)
Measure how quickly support staff answer incoming calls.
Overdue Service Requests
Measure the total number of service requests that have not been acted on within a set amount of time.
Complaints Received
Measure the total number of complaints that have been received within a given time period.
Customer Complaints Due to Poor Service or Product Quality
Measure the number of complaints that are being received.
Timeliness of Issue Resolution
Measure the number of issues raised that are solved within an appropriate amount of time.