What are Support Technician metrics? Identifying the optimal Support Technician 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 Technician 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 Technician metrics and KPIs 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
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1. Uptime Percentage The percentage of time the hardware is operational and available to the user without unplanned outages
What good looks like for this metric: 99%
Ideas to improve this metric Conduct regular maintenance checks Implement automated monitoring systems Invest in high-quality hardware components Train users on proper device handling Have immediate on-call technical support 2. Mean Time to Repair (MTTR) The average time taken to repair a hardware failure and restore functionality
What good looks like for this metric: Less than 4 hours
Ideas to improve this metric Streamline repair processes Stock essential spare parts Conduct regular technician training Utilise detailed error logging Develop a priority repair system 3. Mean Time Between Failures (MTBF) The average time interval between hardware failures
What good looks like for this metric: Over 30,000 hours
Ideas to improve this metric Use high-reliability components Ensure environmental conditions are optimal Regularly update drivers and software Perform thorough pre-deployment testing Implement predictive maintenance strategies 4. Hardware Replacement Rate The frequency at which hardware needs replacing due to failure or obsolescence
What good looks like for this metric: 0-5% annually
Ideas to improve this metric Analyse end-of-life cycles Prioritise purchasing from reputable manufacturers Develop a proactive upgrade schedule Conduct cost-benefit analysis for replacements Ensure comprehensive warranty coverage 5. User Satisfaction Score A measurement of user satisfaction regarding hardware performance and reliability
What good looks like for this metric: Above 85%
Ideas to improve this metric Gather regular user feedback Implement user-centric design improvements Ensure consistent hardware updates Offer convenient user support options Address common user complaints proactively
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1. Percentage of Systems Fully Functional Measures the percentage of business systems across departments that are fully functional without any issues
What good looks like for this metric: 90-95%
Ideas to improve this metric Implement regular system maintenance schedules Upgrade outdated software and hardware Conduct frequent system audits Train staff on system usage and troubleshooting Establish a rapid response team for critical issues 2. Average System Downtime Calculates the average time that business systems are non-operational
What good looks like for this metric: Less than 1 hour per month
Ideas to improve this metric Optimize backup and recovery processes Use automated monitoring tools Schedule updates during off-peak hours Develop and test robust disaster recovery plans Enhance infrastructure reliability with redundancy measures 3. Support Request Resolution Time Measures the average time taken to resolve support requests from different departments
What good looks like for this metric: Less than 4 hours
Ideas to improve this metric Set clear priority levels for support tickets Implement a ticketing system with tracking capabilities Provide customer service training for IT support staff Create a comprehensive FAQ and knowledge base Encourage self-service for common issues 4. User Satisfaction Score Summarises user feedback on their satisfaction with systems support
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular satisfaction surveys Analyse feedback to identify common issues Engage users in system improvement discussions Provide transparent updates on resolution progress Recognise and reward high-performance support teams 5. Frequency of System Changes Tracks how frequently systems undergo significant updates or changes
What good looks like for this metric: Monthly or quarterly updates
Ideas to improve this metric Plan updates based on user feedback and needs Test updates thoroughly in a controlled environment Communicate changes effectively to users Incorporate user feedback for improvements Balance system stability and innovation
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Tracking your Support Technician 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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