What are Customer Support Team metrics? Crafting the perfect Customer Support Team 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.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Customer Support Team 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 Team metrics and KPIs 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. 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 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. 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. 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. 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. 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. Monthly Recurring Revenue (MRR) The total revenue generated from all active subscriptions in a month. Calculated as the sum of all subscription values per month.
What good looks like for this metric: $10,000 - $500,000 depending on industry
Ideas to improve this metric Increase the price of your subscription plans Upsell existing customers to higher-tier plans Acquire new subscribers through marketing campaigns Improve product offerings to reduce churn Implement annual or semi-annual billing cycles 2. Customer Lifetime Value (CLTV) The total revenue a business can reasonably expect from a single customer account throughout their relationship. Calculated as average revenue per account multiplied by average customer lifespan.
What good looks like for this metric: $100 - $1,500 depending on industry
Ideas to improve this metric Enhance customer support to increase retention Develop loyalty programs Segment customers for personalized marketing Offer cross-sell and upsell opportunities Collect and act on customer feedback 3. Customer Churn Rate The percentage of customers who cancel their subscriptions over a given period. Calculated as the number of customers who left divided by the total number of customers at the start of the period.
What good looks like for this metric: 2-8% per month
Ideas to improve this metric Improve customer onboarding experience Regularly engage with customers through communication channels Offer limited-time promotions to retain wavering customers Analyse reasons for cancellation and address common issues Introduce long-term subscription discounts 4. Average Revenue Per User (ARPU) The average amount of money earned from each active user or subscriber. Calculated by dividing total revenue by the number of active users.
What good looks like for this metric: $10 - $200 per month
Ideas to improve this metric Encourage customers to upgrade their plans Introduce add-ons and premium features Bundle products and services Improve user experience to enhance perceived value Use targeted pricing strategies 5. Subscriber Growth Rate The rate at which new subscribers are acquired over a given period. Calculated as the percentage increase in subscribers from one period to the next.
What good looks like for this metric: 5-10% per month for growing businesses
Ideas to improve this metric Invest in digital marketing campaigns Offer referral incentives Enhance presence on social media platforms Partner with influencers or other businesses Continuously optimize your website for conversions
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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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1. System Uptime The percentage of time the infrastructure is operational and accessible to users.
What good looks like for this metric: 99.9%
Ideas to improve this metric Implement redundancy systems Perform regular maintenance checks Upgrade hardware components Monitor using advanced tools Develop a disaster recovery plan 2. Service Response Time The average time taken to respond to service requests or queries from users.
What good looks like for this metric: Less than 3 seconds
Ideas to improve this metric Optimise server configurations Use load balancing techniques Increase bandwidth availability Implement caching strategies Enhance database management 3. User Satisfaction Score A measure of user satisfaction collected through surveys and feedback forms.
What good looks like for this metric: Above 85%
Ideas to improve this metric Conduct regular user feedback sessions Implement a user-friendly interface Deliver consistent customer support Analyse feedback for improvements Introduce regular updates based on suggestions 4. Innovation Adoption Rate The percentage of new features or innovations adopted by users over time.
What good looks like for this metric: Above 60%
Ideas to improve this metric Promote new features actively Provide training sessions for users Offer incentives for early adoption Simplify the onboarding process Use user testimonials to encourage uptake 5. Incident Resolution Time The average time taken to resolve incidents or issues reported within the infrastructure.
What good looks like for this metric: Under 4 hours
Ideas to improve this metric Maintain a knowledgeable support team Use automated incident detection Streamline the issue escalation process Maintain a robust incident management tool Review and refine resolution procedures
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1. Customer Satisfaction Score (CSAT) Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions
What good looks like for this metric: 80-85%
Ideas to improve this metric Train customer service agents regularly Implement a robust feedback collection process Utilise automation for frequent issues Monitor and review agent performance Enhance knowledge database for agents 2. Net Promoter Score (NPS) Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10
What good looks like for this metric: 30-50
Ideas to improve this metric Focus on customer journey mapping Address pain points identified in feedback Provide timely and personalised responses Recognise and reward loyal customers Conduct regular product and service enhancements 3. First Contact Resolution (FCR) Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness
What good looks like for this metric: 70-75%
Ideas to improve this metric Ensure agents have access to comprehensive information Provide decision-making authority to agents Implement initial troubleshooting steps in self-service Analyse repeat contact reasons and address them Utilise real-time collaboration tools for support 4. Customer Retention Rate Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty
What good looks like for this metric: 75-85%
Ideas to improve this metric Develop loyalty programmes and incentives Regularly engage with customers via newsletters Offer personalised experiences and service Address customer feedback promptly Ensure competitive pricing and value delivery 5. Average Response Time Average time taken for initial response by the customer service team, indicating responsiveness and efficiency
What good looks like for this metric: 10-12 minutes on chat; 24 hours on email
Ideas to improve this metric Implement automated response systems Optimise and streamline workflow processes Schedule efficient shift rotations Set clear response time targets for teams Employ predictive analytics for demand forecasting
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Tracking your Customer Support Team 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.
More metrics recently published We have more examples to help you below.
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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