Support Metrics
Learn about support metrics across the industry.
There are a few different metrics that can be utilized to measure whether the support model we've designed is working as desired. The goals of establishing a support model include:
Customer requests are received, triaged, and responded to.
Customers get a satisfactory response to their requests in a timely manner.
We can use a variety of metrics to measure various aspects of these two goals. In the following section, we'll review the most commonly used support metrics across the industry.
Ticket volume
The most high-level metric that is measured is the raw volume of support requests coming in. The volume of support tickets will be directly proportionate to the number of customers the product has. This volume will determine the most fundamental need for staffing support teams. As organizations grow, they might have a vast number of products with thousands or millions of users. We can imagine the need for staff to handle the requests coming in growing exponentially.
Monitoring the number of tickets is important for planning how to divide up the work among support agents, figuring out when we might need more agents on hand, and finding gaps in coverage. Total conversations are a metric of this type and include all interactions with customers, whether they happen through an official support ticket, a Facebook message, or some other social channel.
Track how the number of tickets changes over time to find out what times of the day and days of the week our team gets the most requests for help. With this information, we can plan shifts and divide work more efficiently. This will not only make sure that our support team isn’t too busy, but it will also help our team respond faster, so customers don’t have to wait as long and can get their problems fixed more quickly.
Customer satisfaction score
Customer Satisfaction, or the Customer Satisfaction Score (CSAT), is a way to measure how happy our customers are. It’s usually based on a survey that customers fill out after talking to our support team. Even though the survey’s questions can be different, ...