What are Support Staff metrics? Identifying the optimal Support Staff metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find Support Staff 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 Support Staff metrics and KPIs 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 Response Time The average time it takes for support staff to respond to student queries
What good looks like for this metric: 24 hours or less
Ideas to improve this metric Implement automated responses for common queries Provide additional training sessions for support staff Utilise CRM software to track response times Set goals for individual team members Analyse and optimise workflow processes 2. Student Feedback Quality Score The average rating of feedback provided by mentors as rated by students
What good looks like for this metric: 4.5 out of 5
Ideas to improve this metric Provide training on giving effective feedback Develop a standard feedback template Review and discuss feedback in team meetings Gather feedback from students on mentor performance Conduct regular mentor evaluations 3. First Contact Resolution Rate Percentage of support queries resolved during the first interaction with support staff
What good looks like for this metric: 70% or higher
Ideas to improve this metric Conduct root cause analysis on frequently unresolved topics Empower staff to make decisions without escalation Improve access to solution resources Develop a comprehensive FAQ section Increasing collaboration with mentors for complex issues 4. Mentor Availability Measures the average time mentors are available to provide feedback during scheduled office hours
What good looks like for this metric: 85% of scheduled hours
Ideas to improve this metric Optimise scheduling to align with student needs Provide incentives for maintaining high availability Introduce flexible working hours for mentors Utilise technology to aid remote mentoring sessions Increase cross-training for coverage 5. Net Promoter Score (NPS) A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others
What good looks like for this metric: 70 or above
Ideas to improve this metric Regularly survey students for feedback Improve mentor-student engagement Enhance curriculum based on student feedback Ensure a seamless onboarding process Create a supportive community for student interaction
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1. Migration Completion Rate The percentage of iOS devices successfully migrated to Microsoft Intune
What good looks like for this metric: 90-95%
Ideas to improve this metric Develop a detailed migration plan Conduct pilot testing before full rollout Ensure adequate training for IT staff Engage in continuous monitoring and feedback Allocate sufficient resources for the project 2. Post-Migration Device Performance Measure the performance of devices post-migration, focusing on speed and application responsiveness
What good looks like for this metric: Performance increase of 10-20%
Ideas to improve this metric Optimize device settings during migration Update applications to the latest versions Conduct regular performance assessments Encourage employee feedback for improvements Monitor and address any reported issues promptly 3. Security Incident Reduction Track the number of security incidents after migration compared to before
What good looks like for this metric: Reduction of incidents by 30%
Ideas to improve this metric Enhance device security configurations Educate users about security best practices Implement regular security audits Continuous monitoring for any anomalies Use threat intelligence platforms 4. User Satisfaction Score Survey scores from users regarding their satisfaction with the new system
What good looks like for this metric: 70% satisfaction rate
Ideas to improve this metric Conduct user training sessions Offer a user-friendly interface Provide efficient troubleshooting support Incorporate user feedback into improvements Continuously update support materials 5. Network Access Success Rate The percentage of successful network access attempts post-migration
What good looks like for this metric: Above 95%
Ideas to improve this metric Ensure seamless network integration Update network policies for Intune compatibility Test network access at regular intervals Implement redundancy measures Provide support for network connectivity issues
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Tracking your Support Staff metrics Having a plan is one thing, sticking to it is another.
Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.
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:
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