What are Customer Support metrics? Crafting the perfect Customer Support metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
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Find Customer Support metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Customer Support metrics and KPIs 1. First Call Resolution Rate Percentage of issues resolved on the first call without escalation
What good looks like for this metric: 70-80%
Ideas to improve this metric Provide comprehensive training for team members Implement a robust knowledge base Utilise remote access tools for rapid solutions Ensure clear communication during ticket handling Optimise ticket categorisation for swift allocations 2. Average Ticket Resolution Time Average time taken to resolve support tickets
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Enhance prioritisation of critical tickets Streamline internal workflows Employ ticketing software with automation features Offer frequent skill-improving sessions Regularly review ticket handoff processes 3. Customer Satisfaction Score Rating provided by customers after resolution
What good looks like for this metric: Above 90%
Ideas to improve this metric Solicit feedback through post-service surveys Provide personalised support where applicable Encourage proactive follow-ups with customers Analyse feedback data to identify improvement areas Reward team members demonstrating high satisfaction scores 4. Ticket Backlog Number of unresolved tickets over a specified time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Regularly audit ticket queue for overdue items Implement weekly backlog reviews Balance team workload to prevent overloads Develop standard operating procedures for common issues Encourage team accountability for assigned tickets 5. Service Uptime Percentage of time the server environment is operational and available
What good looks like for this metric: 99.9%
Ideas to improve this metric Conduct regular system health checks Implement proactive monitoring systems Establish a thorough disaster recovery plan Schedule routine maintenance during off-peak hours Ensure redundancy for critical systems
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1. Request Resolution Time Time taken to resolve support requests from initial report to resolution
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Prioritise requests based on urgency Implement automated alerts for escalations Conduct regular training sessions for support staff Use ticketing system efficiently Analyse past tickets for recurring issues 2. First Contact Resolution Rate Percentage of requests resolved during the first interaction with support staff
What good looks like for this metric: 70-80%
Ideas to improve this metric Empower staff with decision-making authority Provide comprehensive training and resources Ensure access to an updated knowledge base Conduct regular performance reviews Encourage collaboration among team members 3. Customer Satisfaction Score Measurement of customer satisfaction after support engagement
What good looks like for this metric: 80% satisfaction rate
Ideas to improve this metric Follow up with customers after resolution Provide personalised support where possible Gather feedback through surveys Identify pain points in the support process Continuously improve customer interaction skills 4. Ticket Backlog Number of unresolved requests or tickets within a specific time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Monitor and raise alerts for high backlog Allocate additional resources during peak times Streamline processes to improve response times Regularly review ticket statuses Identify and address resource bottlenecks 5. Reopen Rate Percentage of requests that have been reopened after they were marked resolved
What good looks like for this metric: Less than 5%
Ideas to improve this metric Ensure thorough issue resolution before closing Improve documentation for recurring issues Engage experts for complex problems Provide clear and concise solutions Encourage feedback to understand unresolved issues
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1. Average Rides Per Week The average number of rides a user takes per week, measured monthly
What good looks like for this metric: 2-4 rides per week
Ideas to improve this metric Promote regular scheduling of rides Provide incentives for more frequent rides Enhance ride experience to encourage repeat rides Introduce loyalty programs for frequent riders Offer discounts during off-peak hours 2. Rider Retention Rate Percentage of riders who continue to use the service over 6 months
What good looks like for this metric: 45-60%
Ideas to improve this metric Improve customer support services Develop a strong onboarding process Offer personalised ride suggestions Implement feedback loops for continuous improvement Conduct regular rider engagement activities 3. Usage Growth Rate The percentage increase in total rides over 6 months
What good looks like for this metric: 30-50%
Ideas to improve this metric Launch seasonal promotion campaigns Increase partnership with local events Enhance visibility through strategic marketing Develop a referral program for riders Invest in community outreach and collaborations 4. Customer Satisfaction Score Average satisfaction rating provided by users after rides
What good looks like for this metric: 4.0-4.5 out of 5
Ideas to improve this metric Ensure timely and reliable rides Focus on driver etiquette and professionalism Utilise user feedback for service adjustments Upgrade vehicle comfort and cleanliness Establish transparent pricing and billing 5. Ride Frequency Distribution Distribution of ride frequencies among users over 6 months
What good looks like for this metric: 20% regular vs 80% occasional
Ideas to improve this metric Create targeted marketing for occasional riders Analyse patterns for frequent and infrequent users Offer educational content to highlight service benefits Identify barriers and streamline ride-booking process Implement targeted loyalty rewards for consistency
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1. Customer Satisfaction Score (CSAT) Measures customer happiness with a product or service, usually on a scale of 1-5.
What good looks like for this metric: 80-85%
Ideas to improve this metric Gather customer feedback regularly Address complaints promptly Enhance product features based on user feedback Train customer support staff adequately Implement a loyalty program 2. Net Promoter Score (NPS) Assesses customer loyalty by asking them to rate the likelihood of recommending the product to others on a scale of 0-10.
What good looks like for this metric: 30-50
Ideas to improve this metric Cultivate strong customer relationships Resolve issues swiftly and efficiently Encourage customers to share testimonials Offer incentives for referrals Improve the overall customer experience 3. Customer Effort Score (CES) Evaluates the ease of service usage by asking customers to rate their effort level in completing a task.
What good looks like for this metric: 5 or lower
Ideas to improve this metric Simplify processes Improve website usability Enhance user interface design Provide clear instructions and guidance Reduce waiting times in service 4. Churn Rate Indicates the percentage of customers who stop using a product or service within a particular time frame.
What good looks like for this metric: 5-7%
Ideas to improve this metric Identify reasons causing customer churn Enhance customer retention strategies Offer personalised experiences Develop an attentive onboarding process Continuously engage with customers 5. Customer Lifetime Value (CLV) A prediction of the net profit attributed to the entire future relationship with a customer.
What good looks like for this metric: 3 times the acquisition cost
Ideas to improve this metric Increase customer satisfaction initiatives Track customer purchasing patterns Improve customer segmentation Enhance cross-selling initiatives Increase quality of customer support
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1. Response Rate Percentage of community concerns addressed within a set timeframe
What good looks like for this metric: 80% of concerns responded to within 2 days
Ideas to improve this metric Automate initial responses to ensure timely acknowledgment Allocate dedicated staff to monitor concerns Implement a prioritization system for urgent concerns Provide training for staff on effective communication Set clear internal response targets for accountability 2. Resolution Time Average time taken to resolve community concerns
What good looks like for this metric: Resolve issues within 5 days
Ideas to improve this metric Streamline processes for common issues Increase collaboration between departments Regularly review and refine resolution steps Maintain a database of past solutions for reference Utilize project management tools for task tracking 3. Community Satisfaction Score Measure the satisfaction of community members with the resolutions provided
What good looks like for this metric: Achieve a satisfaction score of 4 out of 5
Ideas to improve this metric Collect feedback through surveys post-resolution Regularly review and address negative feedback Ensure transparency about actions taken Offer additional support or resources when needed Host community forums to discuss common concerns 4. Engagement Rate Percentage of the community actively participating in engagement initiatives
What good looks like for this metric: 60% participation in community events
Ideas to improve this metric Promote engagement initiatives through multiple channels Provide incentives for participation Tailor events to address varied community interests Schedule events at convenient times for the majority Collaborate with local influencers for broader reach 5. Knowledge Improvement Assessment of community’s increased awareness on key nature reserve topics
What good looks like for this metric: Improve awareness by 25% annually
Ideas to improve this metric Conduct pre-and post-event knowledge surveys Develop educational content on crucial topics Host regular workshops and seminars Partner with schools for educational outreach Utilize social media for regular information dissemination
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1. Incident Response Time The average time taken by the team to respond to reported incidents
What good looks like for this metric: Less than 30 minutes
Ideas to improve this metric Implement automated alert systems Conduct regular training on incident management Set clear response time goals Prioritise incidents based on severity Review and analyse past response times for improvement 2. System Uptime The percentage of time systems are operational and available
What good looks like for this metric: 99.9% or above
Ideas to improve this metric Conduct regular system maintenance Implement redundancy solutions Perform load testing to understand capacity Monitor system health in real-time Establish a disaster recovery plan 3. User Satisfaction Score Survey score given by users based on their satisfaction with team support
What good looks like for this metric: 8 out of 10 or higher
Ideas to improve this metric Regularly survey users to gather feedback Implement a user-friendly ticketing system Ensure timely updates to users Provide training in customer service skills Analyse feedback and address common issues 4. Ticket Resolution Rate The percentage of tickets resolved within the agreed service level agreement (SLA)
What good looks like for this metric: 95% or higher
Ideas to improve this metric Establish clear SLAs for ticket resolution Use ticketing software to prioritise workload Encourage team collaboration on complex issues Track pending tickets and address bottlenecks Hold regular reviews on ticket performance 5. Change Success Rate The percentage of system changes that are successfully implemented without causing incidents
What good looks like for this metric: 90% or higher
Ideas to improve this metric Establish a change management process Conduct risk assessments before changes Communicate changes to all stakeholders Provide training on implementing changes Review and learn from failed changes
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1. Net Promoter Score (NPS) Measures customer loyalty and satisfaction by asking how likely customers are to recommend your product or service to others
What good looks like for this metric: 50 or above is considered excellent
Ideas to improve this metric Improve customer service Enhance product quality Request feedback and act on it Offer referral incentives Build a strong customer community 2. Customer Referrals Tracks the number of new customers acquired through referrals from existing customers
What good looks like for this metric: 10% of new customers is considered good
Ideas to improve this metric Introduce a referral program Simplify the referral process Provide incentives for referrals Highlight referral successes Ask for referrals at peak satisfaction points 3. Social Media Mentions Counts the number of times your brand is mentioned on social media platforms
What good looks like for this metric: Varies widely by industry and brand size
Ideas to improve this metric Engage with users on social media Create shareable content Encourage user-generated content Monitor social media trends Collaborate with influencers 4. Customer Lifetime Value (CLV) Estimates the total revenue a business can expect from a single customer account
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric Enhance customer experience Upsell and cross-sell products Improve customer loyalty programs Offer exceptional after-sales service Personalise marketing efforts 5. Review and Rating Volume Tracks the number and quality of reviews and ratings your products or services receive
What good looks like for this metric: 4 stars or higher is considered good
Ideas to improve this metric Encourage customers to leave reviews Respond to all reviews Address negative feedback promptly Showcase positive reviews Simplify the review process
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1. Customer Satisfaction Score (CSAT) A measure of user satisfaction based on their responses to a specific question about their experience with the software, usually rated on a scale from 1 to 5.
What good looks like for this metric: Average score of 4.0 or higher
Ideas to improve this metric Enhance the user interface for better navigation Provide regular software updates Implement a robust customer support system Conduct user training sessions Gather direct feedback through surveys 2. Net Promoter Score (NPS) An index ranging from -100 to 100 that measures users' willingness to recommend the software to others.
What good looks like for this metric: A score of 30 or above
Ideas to improve this metric Improve software performance and speed Create a referral program Regularly communicate updates and new features Engage with users through polls and forums Offer incentives for referrals 3. User Retention Rate The percentage of users who continue using the software over time, indicating their continued satisfaction.
What good looks like for this metric: Retention rate of over 80%
Ideas to improve this metric Offer loyalty rewards for longtime users Regularly release new features or functionalities Ensure easy integration with other software Monitor and fix bugs promptly Personalize user experiences through AI 4. Average Resolution Time The average time taken to resolve user-reported issues, reflecting the effectiveness of support services.
What good looks like for this metric: Time under 24 hours
Ideas to improve this metric Increase the number of support staff Offer 24/7 customer support Train staff for quicker issue diagnosis Leverage AI for support ticket triaging Regularly update support knowledge base 5. Software Usability Score A metric that evaluates users' perceptions of software ease of use, reliability, and performance.
What good looks like for this metric: Scores of 75 or higher
Ideas to improve this metric Conduct user experience workshops Simplify the onboarding process Iterate software design based on feedback Ensure compatibility with various devices Run usability tests regularly
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1. Customer Satisfaction (CSAT) Measures customer satisfaction based on their experience with the product, typically through surveys
What good looks like for this metric: 75%-85%
Ideas to improve this metric Improve customer support Enhance product features Implement user feedback promptly Conduct regular user experience reviews Offer personalised customer interactions 2. Net Promoter Score (NPS) Measures customer loyalty by asking how likely they are to recommend the product to others
What good looks like for this metric: 30-50
Ideas to improve this metric Implement user-friendly design Enhance product reliability Offer proactive customer support Regularly update and improve the product Conduct customer satisfaction surveys 3. Monthly Active Users (MAU) Tracks the number of unique users engaging with the product within a month
What good looks like for this metric: Varies by industry
Ideas to improve this metric Increase marketing efforts Enhance user engagement features Regularly update content Simplify onboarding process Offer promotions or incentives 4. Customer Retention Rate Measures the percentage of customers who continue using the product over a specific period
What good looks like for this metric: 80%-90%
Ideas to improve this metric Improve customer service Enhance product quality Analyse and address churn reasons Regularly engage with customers Offer loyalty programmes 5. Average Revenue Per User (ARPU) Calculates the average income generated per user, typically on a monthly or annual basis
What good looks like for this metric: Varies by industry
Ideas to improve this metric Upsell premium features Introduce new pricing models Increase user engagement Expand user base Conduct pricing analysis
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1. Team Velocity Measures the amount of work a team completes during a sprint, calculated by the total story points completed
What good looks like for this metric: 20-40 story points per sprint
Ideas to improve this metric Streamline workflows Refine sprint planning Enhance team collaboration Invest in skill development Use consistent estimation techniques 2. Sprint Burndown Tracks the completion of work throughout the sprint, showing remaining tasks vs. time
What good looks like for this metric: Consistent downward trend with minimal or no backlog at sprint end
Ideas to improve this metric Daily stand-ups to identify blockers Encourage realistic task estimates Prioritise critical tasks early Use burn-down charts for visibility Improve task segmentation 3. Cycle Time The total time it takes from starting a work item to its completion
What good looks like for this metric: 1-2 days for small tasks, up to 1-2 weeks for larger tasks
Ideas to improve this metric Minimize work-in-progress limits Enhance automated testing Implement continuous integration Use Kanban to visualise workflow Regularly review cycle times 4. Lead Time The total time from when a customer request is made to when it is fulfilled
What good looks like for this metric: Varies based on complexity, aim for a reduction over time
Ideas to improve this metric Prioritise tasks based on customer value Optimise backlog grooming Reduce bottlenecks Increase cross-functional team collaboration Regularly analyse and adjust processes 5. Customer Satisfaction (NPS) Measures customer satisfaction and loyalty through surveys or Net Promoter Score (NPS)
What good looks like for this metric: NPS score of 50-70
Ideas to improve this metric Increase customer feedback channels Actively respond to customer issues Continually improve product features Regularly review customer feedback Train team on customer service excellence
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1. Customer Satisfaction Score (CSAT) Measures the level of satisfaction customers have with a product or service, often collected via surveys at the end of a transaction or service interaction. Calculated as (Number of Satisfied Customers / Total Number of Responses) * 100.
What good looks like for this metric: 75-85%
Ideas to improve this metric Gather regular customer feedback Resolve customer complaints promptly Enhance product features based on feedback Train customer support teams Improve user experience design 2. Net Promoter Score (NPS) Assesses customer loyalty by asking how likely customers are to recommend the product to others. Calculated as percentage of promoters minus percentage of detractors.
What good looks like for this metric: 30-50
Ideas to improve this metric Engage with promoters for referrals Address issues raised by detractors Implement a customer loyalty program Improve overall product quality Personalise customer interactions 3. Monthly Recurring Revenue (MRR) The total predictable revenue that a business expects to make every month. Calculated by summing up the recurring revenue from all customers in a month.
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric Upsell existing customers Introduce tiered pricing models Reduce customer churn Expand market reach Improve the onboarding process 4. Customer Acquisition Cost (CAC) The cost associated with acquiring a new customer, calculated by dividing the total marketing and sales expenses by the number of new customers acquired.
What good looks like for this metric: $10-$200
Ideas to improve this metric Optimise marketing spend Increase organic growth channels Improve lead conversion rates Enhance targeting strategies Strengthen brand awareness 5. Customer Lifetime Value (CLTV) The total revenue a business expects from a customer over their lifetime. Calculated by multiplying the average purchase value, purchase frequency, and customer lifespan.
What good looks like for this metric: 3-5x CAC
Ideas to improve this metric Enhance customer retention efforts Increase average order value Encourage repeat purchases Improve product quality and features Develop customer loyalty programs
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1. Instagram Engagement Measures the level of interaction (likes, comments, shares) relative to the total follower base
What good looks like for this metric: Between 1% and 3% engagement rate
Ideas to improve this metric Post consistently and at optimal times Utilise engaging and relevant hashtags Encourage user-generated content Collaborate with influencers Run interactive polls and Q&As 2. Website Traffic Tracks the number of visits to a website over a specified period
What good looks like for this metric: 1000 pageviews per day for small to medium sites
Ideas to improve this metric Optimise website for search engines (SEO) Promote website across social media platforms Invest in pay-per-click advertising Create engaging and relevant content Ensure website is mobile-friendly 3. Customer Retention Measures the percentage of customers who continue to buy over a certain period
What good looks like for this metric: Above 75% retention rate
Ideas to improve this metric Implement a customer feedback system Enhance customer service response times Develop a customer loyalty program Personalise customer communication Ensure product quality and reliability
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1. Brand Awareness Measures the level of consumer recognition of a brand, typically through surveys and social listening
What good looks like for this metric: Pre and post-campaign survey results
Ideas to improve this metric Increase social media presence Collaborate with influencers Use targeted online ads Develop engaging content marketing Execute a memorable PR stunt 2. Engagement Rate Measures the level of interaction consumers have with brand content, calculated by the total engagement (likes, comments, shares) divided by the total views or reach
What good looks like for this metric: 2% to 3% engagement rate
Ideas to improve this metric Create relatable and high-quality content Post consistently at optimal times Include a clear call-to-action Utilise interactive content like polls Respond to comments and messages promptly 3. Conversion Rate The percentage of users completing a desired action, such as purchasing or signing up, calculated by the number of conversions divided by the total visitors
What good looks like for this metric: 2% to 5% conversion rate
Ideas to improve this metric Simplify and speed up the checkout process Enhance landing page design Provide limited-time offers or discounts A/B test call-to-action buttons Ensure website is mobile-friendly 4. Customer Sentiment Analysis of consumer attitudes towards a brand, often assessed through sentiment analysis tools on social media and review sites
What good looks like for this metric: 70% positive sentiment
Ideas to improve this metric Monitor and address negative feedback swiftly Encourage positive reviews from satisfied customers Regularly conduct sentiment analysis Engage in proactive customer service Feature user-generated content 5. Return on Ad Spend (ROAS) Calculates revenue generated for every dollar spent on advertising, by dividing total revenue by total ad spend
What good looks like for this metric: 3x to 5x ROAS
Ideas to improve this metric Refine target audience based on data Optimise ad creative and placement Regularly analyse and adjust ad strategies Utilise retargeting techniques Increase ad budget incrementally
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1. Active Users The number of users who engage with the platform over a specific period of time
What good looks like for this metric: 40-60% of total users
Ideas to improve this metric Increase marketing efforts to attract more users Enhance user interface for better engagement Introduce new features regularly Offer incentives for repeated use Conduct surveys to understand user needs 2. Questions Per User The average number of questions asked by users within a defined period
What good looks like for this metric: 3-5 questions per user per month
Ideas to improve this metric Encourage users to ask questions with reward systems Provide prompts or suggestions for questions Make the questioning process simple and intuitive Engage with users to demonstrate value Organise question-asking challenges 3. User Retention Rate The percentage of users who continue to use the platform over a given time frame
What good looks like for this metric: 20-25% monthly retention rate
Ideas to improve this metric Develop engaging content to keep users interested Create a feedback loop for continuous improvement Implement loyalty programs Track and analyse user drop-off points Personalise user experience 4. Average Session Duration The average amount of time users spend in a single session on the platform
What good looks like for this metric: 5-7 minutes per session
Ideas to improve this metric Enhance website or app loading speeds Provide high-quality, engaging content Reduce distractions and improve navigation Regularly update content to maintain interest Offer interactive features to engage users 5. Churn Rate The percentage of users who stop using the platform over a specific timeframe
What good looks like for this metric: 5-7% monthly churn rate
Ideas to improve this metric Reach out to inactive users with personalised messages Identify and address common reasons for churn Improve customer support and user assistance Provide regular updates and new features Enhance perceived value through user education
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1. Daily Call Logs The number of calls made or received in a day logged for performance assessment
What good looks like for this metric: 100 calls per day
Ideas to improve this metric Set daily or hourly call targets Use scheduling tools to manage call times Incorporate script templates to shorten call times Develop listening skills to enhance understanding Regularly review call outcomes for feedback 2. LinkedIn Reach Outs The number of professional connections and messages sent over LinkedIn to potential clients or partners
What good looks like for this metric: 20 reach outs per day
Ideas to improve this metric Create personalised messages for each connection Leverage mutual connections for introductions Join relevant LinkedIn groups for expanded reach Post relevant content regularly to increase visibility Set aside dedicated time each day for LinkedIn activities 3. Cost Effectiveness The ratio of incentives offered to overall recruit expenses to ensure cost efficiency
What good looks like for this metric: Incentives below 30% of overall costs
Ideas to improve this metric Review and adjust incentive plans regularly Seek alternatives like recognition programs instead of financial incentives Analyse cost-benefit of current incentive structures Negotiate better terms with vendors or service providers Implement performance-based incentives 4. Task Completion The percentage of tasks completed on time, indicating productivity
What good looks like for this metric: 95% task completion rate
Ideas to improve this metric Prioritise tasks using a ranking system Break larger tasks into smaller, manageable steps Utilise project management tools to track progress Set tight deadlines and adhere to them Delegate tasks where possible to ensure efficiency 5. Onboarded Recruits The number of new hires successfully onboarded within a specified time frame
What good looks like for this metric: 5 new recruits onboarded per month
Ideas to improve this metric Streamline onboarding documentation processes Provide detailed training sessions for recruits Ensure all team members are prepared to support new hires Offer feedback sessions to address recruit difficulties Regularly update onboarding procedures
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Tracking your Customer Support metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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