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. 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.
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
The best metrics for Streamline Operations & Improve Feedback