What are Support Team metrics?
Identifying the optimal Support Team 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 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 Support Team metrics and KPIs
Metrics for Windows and VMWare Server Support
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
Metrics for L2 Support Team Development
1. Average Resolution Time
The average time taken to resolve a customer's issue once it has been escalated to the L2 support team
What good looks like for this metric: 24-48 hours depending on complexity
Ideas to improve this metric- Implement clear escalation protocols
- Provide advanced training for common issues
- Utilise automated tools to assist in diagnostics
- Conduct regular team meetings to discuss complex cases
- Evaluate individual performance regularly
2. First Contact Resolution Rate
The percentage of escalated tickets that are resolved without needing further escalation
What good looks like for this metric: 70-85%
Ideas to improve this metric- Ensure comprehensive knowledge base is available
- Regularly update FAQs and common issue solutions
- Implement effective troubleshooting frameworks
- Provide ongoing training focused on first contact resolution
- Encourage collaboration and knowledge sharing among team members
3. Customer Satisfaction Score (CSAT)
A measure of customer satisfaction with their support experience, often gathered through post-resolution surveys
What good looks like for this metric: 80-90%
Ideas to improve this metric- Enhance communication skills training
- Follow-up with customers post-resolution for feedback
- Design clear and concise feedback surveys
- Offer customer service workshops
- Address any negative feedback promptly with corrective action
4. Case Backlog
The number of unresolved cases that get carried over from previous time periods
What good looks like for this metric: Less than 10% of active cases
Ideas to improve this metric- Optimise workflow management tools
- Set realistic daily targets for case resolutions
- Identify peak times and allocate resources accordingly
- Review complicated cases in team discussions
- Utilise prioritisation strategies to address high-impact cases first
5. Employee Satisfaction Score
A measure of the L2 support team's job satisfaction and engagement, often gathered through internal surveys
What good looks like for this metric: 70-85%
Ideas to improve this metric- Implement recognition and reward programmes
- Create career development opportunities
- Hold regular feedback sessions
- Encourage work-life balance initiatives
- Foster a supportive and inclusive work environment
Metrics for Triage and routing efficiency
1. Average Triage Time
The average time taken to assess and assign issues to a technician
What good looks like for this metric: 2 hours
Ideas to improve this metric- Implement automated ticketing system
- Train staff on swift issue identification
- Set clear prioritisation guidelines
- Regularly review triage processes
- Maintain an up-to-date technician skillset directory
2. Percentage of Issues Triaged Within 2 Hours
The proportion of issues that are assessed and routed within the two-hour goal
What good looks like for this metric: 90%
Ideas to improve this metric- Utilise time-tracking software
- Analyse bottlenecks in the triaging process
- Provide incentives for fast triaging
- Allocate sufficient resources during peak times
- Conduct regular training sessions
3. First Contact Resolution Rate
The percentage of issues resolved without the need for additional follow-up
What good looks like for this metric: 75%
Ideas to improve this metric- Expand technician training programmes
- Increase accessibility of status updates
- Improve communication between teams
- Ensure access to comprehensive knowledge base
- Implement real-time support tools
4. Customer Satisfaction Score
The average satisfaction score given by customers regarding the triage process
What good looks like for this metric: 4 out of 5
Ideas to improve this metric- Gather regular feedback from customers
- Reduce hold and transfer times
- Provide clear status updates
- Streamline communication channels
- Customise support to match customer needs
5. Backlog of Untriaged Issues
The number of issues that remain unresolved or unassigned past the two-hour window
What good looks like for this metric: 5 or fewer issues
Ideas to improve this metric- Regular audits of untriaged issues
- Enhance staffing levels during peak times
- Integrate advanced triage software
- Develop a quick response task force
- Set up alerts for untriaged issues
Metrics for Showcase Team Performance
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
Metrics for IT Department Efficiency
1. Incident Response Time
The average time it takes for the IT department to respond to an incident after it is reported.
What good looks like for this metric: 30 minutes to 1 hour
Ideas to improve this metric- Implement automated alert systems
- Conduct regular training sessions
- Set up a 24/7 support team
- Streamline incident escalation processes
- Utilise incident management tools
2. First Contact Resolution Rate
The percentage of IT issues resolved during the first contact with the user.
What good looks like for this metric: 70% to 80%
Ideas to improve this metric- Enhance self-service tools and resources
- Improve knowledge base quality
- Conduct specialised training for support staff
- Implement a feedback loop for continuous improvement
- Use advanced diagnostic tools
3. System Uptime
The percentage of time that IT systems are operational and available for use.
What good looks like for this metric: 99% to 99.9%
Ideas to improve this metric- Regularly update and patch systems
- Implement high availability solutions
- Conduct regular system monitoring
- Perform routine maintenance checks
- Use redundant systems
4. User Satisfaction Score
The average satisfaction rating given by users after IT services are provided.
What good looks like for this metric: 4.0 to 4.5 out of 5
Ideas to improve this metric- Offer regular customer service training
- Obtain user feedback and act on it
- Enhance communication channels
- Implement a user-friendly ticketing system
- Provide regular updates to users
5. Mean Time to Repair (MTTR)
The average time taken to fully repair an IT issue after it is reported.
What good looks like for this metric: 2 to 4 hours
Ideas to improve this metric- Improve diagnostic procedures
- Use automated repair tools
- Maintain an updated inventory of spare parts
- Enhance collaboration between IT teams
- Conduct thorough post-incident reviews
Metrics for L2 Production Support
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
Metrics for Agile leadership metrics
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
Metrics for Improve client retention
1. Customer Retention Rate
The percentage of customers a company retains over a specific period, calculated by dividing the number of customers at the end of a period by the number at the beginning, minus new customers acquired during the period.
What good looks like for this metric: 70-85%
Ideas to improve this metric- Enhance customer service and support
- Implement a customer feedback system
- Develop a loyalty rewards program
- Regularly update customers with relevant information
- Personalise communication and offers
2. Net Promoter Score (NPS)
Measures customer loyalty by asking how likely they are to recommend the company to others on a scale of 0-10.
What good looks like for this metric: 30-70
Ideas to improve this metric- Gather detailed feedback from detractors
- Address customer complaints promptly
- Enhance the customer experience
- Engage with promoters to boost referrals
- Regularly survey and track changes in scores
3. Customer Lifetime Value (CLV)
The total revenue expected from a customer over the entire future relationship, calculated by multiplying the average purchase value by the purchase frequency and average customer lifespan.
What good looks like for this metric: $5,000 - $20,000
Ideas to improve this metric- Increase average order value with upselling
- Improve repeat purchase rates
- Extend customer lifespan through engagement
- Refine targeting for profitable customers
- Optimise pricing strategy
4. Churn Rate
The percentage of customers who stop using a company's products or services during a specific period.
What good looks like for this metric: 5-10%
Ideas to improve this metric- Identify and analyse reasons for churn
- Enhance onboarding processes
- Increase engagement with targeted campaigns
- Offer special incentives to at-risk customers
- Provide proactive and personalised support
5. Customer Satisfaction Score (CSAT)
A measure of customer satisfaction with a product or service, often determined through surveys where customers rate their satisfaction on a scale from 1 to 5.
What good looks like for this metric: 80-90%
Ideas to improve this metric- Seek feedback regularly and act on it
- Train staff for better customer interactions
- Enhance product or service quality
- Implement a clear and efficient complaint resolution process
- Provide value-added services or products
Metrics for Quality and Reliability
1. Defect Density
Measures the number of defects per unit size of the software, usually per thousand lines of code
What good looks like for this metric: 1-10 defects per KLOC
Ideas to improve this metric- Implement code reviews
- Increase automated testing
- Enhance developer training
- Use static code analysis tools
- Adopt Test-Driven Development (TDD)
2. Mean Time to Failure (MTTF)
Measures the average time between failures for a system or component during operation
What good looks like for this metric: Varies widely by industry and system type, generally higher is better
Ideas to improve this metric- Conduct regular maintenance routines
- Implement rigorous testing cycles
- Enhance monitoring and alerting systems
- Utilise redundancy and failover mechanisms
- Improve codebase documentation
3. Customer-Reported Incidents
Counts the number of issues or bugs reported by customers within a given period
What good looks like for this metric: Varies depending on product and customer base, generally lower is better
Ideas to improve this metric- Engage in proactive customer support
- Release regular updates and patches
- Conduct user feedback sessions
- Improve user documentation
- Monitor and analyse incident trends
4. Code Coverage
Indicates the percentage of the source code covered by automated tests
What good looks like for this metric: 70-90% code coverage
Ideas to improve this metric- Increase unit testing
- Use automated testing tools
- Adopt continuous integration practices
- Refactor legacy code
- Integrate end-to-end testing
5. Release Frequency
Measures how often new releases are deployed to production
What good looks like for this metric: Depends on product and development cycle; frequently updated software is often more reliable
Ideas to improve this metric- Adopt continuous delivery
- Automate deployment processes
- Improve release planning
- Reduce deployment complexity
- Engage in regular sprint retrospectives
Metrics for Brand Campaign Tracking
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
Metrics for Word-of-Mouth Marketing
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
Metrics for Performance Management
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
Metrics for GRC MSSP Compliance
1. Compliance Rate
Percentage of compliance achieved against the regulatory requirements
What good looks like for this metric: 95% compliance rate
Ideas to improve this metric- Conduct regular compliance audits
- Ensure up-to-date compliance training
- Implement automated compliance monitoring
- Utilise compliance management tools
- Regularly update compliance policies
2. Policy Violation Frequency
Number of times compliance policies are violated
What good looks like for this metric: Less than 2 per month
Ideas to improve this metric- Increase employee policy awareness
- Conduct frequent policy reviews
- Promote a culture of compliance
- Improve policy accessibility
- Establish clear consequences for violations
3. Audit Finding Closure Rate
Percentage of audit findings that are closed within the specified time frame
What good looks like for this metric: 90% of findings closed on time
Ideas to improve this metric- Increase accountability for closing findings
- Streamline the closure process
- Provide resources for corrective actions
- Set realistic timelines for closure
- Regular progress check-ins
4. Employee Awareness Level
Percentage of employees who are aware of compliance requirements
What good looks like for this metric: 85% of employees aware
Ideas to improve this metric- Implement regular training sessions
- Use quizzes to test awareness
- Provide onboarding compliance training
- Display compliance information visibly
- Encourage open discussions on compliance
5. Customer Satisfaction with Compliance
Customer feedback rating regarding the organisation's compliance standards
What good looks like for this metric: 4 out of 5 satisfaction score
Ideas to improve this metric- Conduct customer feedback surveys
- Address compliance-related complaints promptly
- Publicise compliance achievements
- Provide transparency on compliance processes
- Engage customers in compliance improvement initiatives
Metrics for Job Reception Overview
1. Number of Jobs Received
Total count of jobs received within a specific period
What good looks like for this metric: Varies by industry and seasonality
Ideas to improve this metric- Increase marketing efforts
- Network with potential clients
- Enhance online presence
- Optimize job posting visibility
- Utilize referrals for job leads
2. Conversion Rate
Percentage of job inquiries that convert into actual jobs
What good looks like for this metric: 30% to 50% conversion rate
Ideas to improve this metric- Improve follow-up communication
- Offer competitive pricing
- Showcase successful case studies
- Build relationships with clients
- Enhance service offerings
3. Average Job Value
Average monetary value of each job received
What good looks like for this metric: Varies by industry and company
Ideas to improve this metric- Target higher-value clients
- Upsell additional services
- Improve negotiation skills
- Enhance brand perception
- Review pricing strategies
4. Job Completion Time
Average time taken to complete a job from start to finish
What good looks like for this metric: Dependent on job type and industry
Ideas to improve this metric- Streamline project management
- Enhance team coordination
- Utilize efficient tools and software
- Optimize scheduling processes
- Provide adequate training to staff
5. Client Satisfaction Score
Measure of client satisfaction post-job completion usually through surveys
What good looks like for this metric: Scores above 80% are ideal
Ideas to improve this metric- Solicit regular feedback
- Address client concerns promptly
- Implement quality assurance processes
- Train staff on customer service
- Enhance communication with clients
Metrics for Subscription business performance
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
Tracking your 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.
Tability's check-ins will save you hours and increase transparencyMore metrics recently published
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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:
- To learn: What are OKRs? The complete 2024 guide
- Blog posts: ODT Blog
- Success metrics: KPIs examples