What are Customer Support Manager metrics? Crafting the perfect Customer Support Manager 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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Examples of Customer Support Manager 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. Customer Satisfaction Score (CSAT) Measures the level of satisfaction customers feel after interacting with customer service, typically collected through surveys
What good looks like for this metric: 80-85%
Ideas to improve this metric Implement regular customer feedback surveys Provide training sessions for employees Use sentiments analysis tools Improve response times Offer personalised customer service 2. First Response Time Calculates the average time it takes for a customer service representative to respond to a customer inquiry
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Use automated responses Allocate resources efficiently Provide employees with comprehensive knowledge bases Implement better scheduling Use CRM tools to streamline processes 3. Average Handling Time (AHT) Measures the average time spent on a customer service interaction from start to finish
What good looks like for this metric: 6-8 minutes
Ideas to improve this metric Provide effective training for handling queries Use scripts for common issues Streamline processes Encourage team collaboration Regularly review and optimise procedures 4. Employee Satisfaction Assesses the level of satisfaction of customer service employees about their work environment and job roles
What good looks like for this metric: 70-80%
Ideas to improve this metric Conduct regular employee satisfaction surveys Offer recognition and rewards programmes Provide opportunities for career advancement Implement team-building activities Ensure a balanced workload 5. Issue Resolution Rate Measures the percentage of customer service requests that are resolved successfully on first contact
What good looks like for this metric: 70-75%
Ideas to improve this metric Improve training for problem-solving Provide comprehensive resources for employees Encourage proactive communication Analyse common issues for better solutions Adopt technology to aid in resolution
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1. First Response Time The average time taken to respond to a customer's initial request for support
What good looks like for this metric: Less than 60 minutes
Ideas to improve this metric Implement automated response systems Prioritise tickets based on urgency Train staff on efficient support processes Increase staffing during peak times Regularly review and adjust response protocols 2. Customer Satisfaction Score (CSAT) A metric that measures how satisfied customers are with support service provided
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular feedback surveys Provide comprehensive training for support staff Implement a robust Quality Assurance process Ensure clear communication with customers Continuously optimize support processes 3. Resolution Rate The percentage of customer issues that are resolved upon first contact
What good looks like for this metric: Above 70%
Ideas to improve this metric Implement a comprehensive knowledge base Allow agents access to customer history Offer advanced training sessions Utilise AI tools for troubleshooting Encourage proactive problem resolution 4. Average Resolution Time The average amount of time taken to resolve a customer's issue
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Ensure efficient ticket triaging Provide agents with advanced tools Identify and eliminate bottlenecks Streamline communication channels Regularly review unresolved cases 5. Net Promoter Score (NPS) A measure of customer loyalty and how likely they are to recommend the service
What good looks like for this metric: Above 50
Ideas to improve this metric Focus on enhancing customer experience Identify and support brand advocates Deliver consistent and reliable service Engage in active listening and feedback Implement loyalty programmes
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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 (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. Average Ticket Resolution Time The average time taken to resolve a ticket from the moment it's opened until it's closed. This measures efficiency in handling support requests.
What good looks like for this metric: 24 hours or less
Ideas to improve this metric Automate repetitive tasks Improve staff training Streamline ticket prioritisation Use performance-boosting software Implement a robust knowledge base 2. First Contact Resolution Rate The percentage of tickets resolved during the initial contact with the help desk. A high rate indicates effective support processes.
What good looks like for this metric: 70-75%
Ideas to improve this metric Equip staff with decision-making power Enhance customer service scripts Provide ongoing training Utilise integrated support tools Conduct regular process reviews 3. Customer Satisfaction Score (CSAT) A measure of customer satisfaction with the resolution of their support tickets, often gathered via surveys after ticket closure.
What good looks like for this metric: 85% or higher
Ideas to improve this metric Conduct feedback analysis Enhance communication channels Personalise support interactions Reduce wait times Regular staff empathy training 4. Ticket Volume Per Channel Tracking the number of tickets received via each support channel (e.g., email, phone, chat) helps understand customer preferences.
What good looks like for this metric: Balanced distribution across channels
Ideas to improve this metric Promote diverse contact options Evaluate efficiencies of each channel Optimise routing based on traffic Balance workforce allocation Improve multi-channel integration 5. Backlog Ratio The ratio of unresolved tickets at any time, measuring how well the help desk manages its workload.
What good looks like for this metric: 10% or lower
Ideas to improve this metric Implement extra shifts during peak times Regularly review and close stale tickets Prioritise high-impact cases Automate low-priority ticket handling Improve resource planning
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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. Client Response Rate Measures the percentage of client inquiries responded to within a specified time frame
What good looks like for this metric: 90% response rate within 24 hours
Ideas to improve this metric Implement an auto-response system Monitor and prioritise queries Train staff for effective communication Utilise customer relationship management software Set clear response time targets 2. Customer Satisfaction Score (CSAT) Rates clients' satisfaction with a particular interaction or experience
What good looks like for this metric: 80% satisfaction score
Ideas to improve this metric Conduct regular satisfaction surveys Personalise client interactions Resolve issues promptly Provide regular training for customer service staff Listen to and act on customer feedback 3. Net Promoter Score (NPS) Measures customer loyalty by asking clients if they would recommend the company
What good looks like for this metric: Score of 50 or above
Ideas to improve this metric Enhance customer experience Reward loyal customers Follow up on negative feedback Engage customers through personalised communication Improve product or service offerings 4. Client Retention Rate Percentage of clients retained over a specific period
What good looks like for this metric: 80% retention rate
Ideas to improve this metric Develop a client onboarding process Regularly update clients with new developments Create loyalty programmes Maintain consistent and personalised communication Analyze reasons for churn and address them 5. Average Resolution Time Average time taken to resolve client issues or inquiries
What good looks like for this metric: 24 hours or less
Ideas to improve this metric Integrate efficient customer support tools Prioritise and categorise client issues Streamline internal processes Set up a dedicated support team Regularly review and optimise procedures
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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. 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) 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. Quote Turnaround Time The average time taken to respond to a quote request from initiation to delivery.
What good looks like for this metric: 1-2 business days
Ideas to improve this metric Automate standard portions of the quote process Prioritise quote requests based on urgency Train staff on efficient quote management techniques Use templated responses for common quote requests Increase collaboration with other departments for quicker information gathering 2. Quote Accuracy Rate The percentage of quotes that are accurate upon first delivery without needing adjustments.
What good looks like for this metric: 95%
Ideas to improve this metric Implement a standard checklist for quote preparation Regularly update pricing and terms in quote templates Provide regular training on product knowledge Engage in regular reviews of past quotes to identify errors Improve communication with sales and product teams to clarify uncertainties 3. Project Completion Rate The percentage of projects completed on time and within budget.
What good looks like for this metric: 90%
Ideas to improve this metric Develop clear project timelines and budgets Assign a dedicated project manager to oversee progress Regularly monitor project milestones and adjust plans as needed Use project management tools to streamline collaboration Conduct regular project debriefs to learn and adapt 4. Customer Satisfaction Score The average satisfaction score received from customers based on their interactions with sales support staff.
What good looks like for this metric: Above 80%
Ideas to improve this metric Deliver regular customer service training Request feedback through follow-up surveys Ensure prompt responses to customer inquiries Create a customer-first culture by recognising outstanding service Analyse feedback to identify and rectify recurring issues 5. Number of Projects Managed The average number of projects managed by a sales support staff member over a given period.
What good looks like for this metric: Depends on the company size and industry
Ideas to improve this metric Streamline project management processes Offer training on multitasking and prioritisation Utilise project management software for better organisation Allocate resources based on project complexity Encourage cross-training to allow flexible staffing
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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 Manager 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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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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