Customer Support KPIs 101


Key Performance Indicators (KPIs) are important metrics that allow support teams to track their progress and measure their success. Here are some of the most common KPIs for support:

  1. First Response Time – This measures the time it takes for a support agent to respond to a customer’s initial request. A fast response time is important to show that the team is attentive and efficient.
  2. Next Reply Time – This is a less common KPI but if you are a Zendesk user, you may have seen this term in your SLA (Service Level Agreement) setup. This measures the time it takes for a support agent to response to a customer’s followup message.
  3. Resolution Time – This measures the time it takes for a support agent to resolve a customer’s issue. A shorter resolution time indicates that the team is knowledgeable and effective. If this is high, you may need to gather relevant stakeholders to see how we can drive this number down.
  4. Customer Satisfaction (CSAT) – This measures how satisfied customers are with the support they receive. It’s usually measured through a survey or feedback form, and is a good indicator of how well the team is meeting customer needs.
  5. Net Promoter Score (NPS) – This measures customer loyalty and their willingness to recommend the company to others. A high NPS score indicates that customers are happy with the support they receive and happy with your product. If this is low, see if it makes sense to roll out some sort of loyalty program. You can also reach out to brand detractors to see if they would be willing to share their experiences and thoughts.
  6. Ticket Volume – This measures the number of support requests the team receives. While a high volume could indicate a popular product, it could also mean that the team is understaffed or that customers are having issues. It’s often useful to drill-in to this number and break it down by support channel.

By tracking these KPIs, support teams can identify areas that need improvement and implement strategies to better meet the needs of their customers.

Getting Started
Jenny Li

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