170 Key Performance Indicator KPI Examples & Templates

Your ticket backlog is a measure of how many unresolved tickets are waiting to be handled by your customer service team. This metric can also be measured against daily, weekly, or monthly increments. Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these on a daily, weekly, monthly, quarterly, or yearly basis … or all of the above. Customer satisfaction measures how your customers feel about the customer service or support they received. It’s typically measured by asking your customers to complete a quick survey post-service, whether by clicking a thumbs up or thumbs down or answering a few questions about their experience.

Measure how long the agents take to solve each ticket and average these times based on how long they take to resolve them. If you cannot automatically measure when the problem appeared, make sure your reps ask about it and define when the problem got resolved, either during the customer service contact or at a later date. Whatfix’s Self-Help overlays on to any web application, desktop application, mobile app, or website. It provides contextual help to users and integrates with your FAQs, support center, LMS, user documentation, and more.

What Tools Would Your Recommend to Track Help Desk Metrics?

It’s now widely understood that for support teams, the stakes have never been higher. People are increasingly making their buying decisions based on the support they receive. Customers will stop doing business with a company after one poor customer support experience. To do that, there are specific customer service key performance indicators that need to be monitored on an ongoing basis in order to adjust processes or optimize agent training. Measuring and monitoring these KPIs give you valuable insights into the health of your business. Luckily, a help desk dashboard makes it easy to do so.In fact, the three most important KPIs that customer support teams look at are customer retention rate, average resolution time, and average first response time.

It’s one of the more important metrics to know because customer retention is integral to your success as a company. Average resolution time is how long it takes to solve a support ticket from start to finish, and the length of time usually varies based on the complexity of the issue. However, lower resolution times are a better marker for success as they ensure quick resolutions of customer calls. Automating these workflows can free agents from these repetitive tasks and also positively impact KPIs such as average handle time, and the number of tickets resolved.

Here are 12 help desk metrics and KPIs to measure your business’s ability to serve customers or employees.

This is an important metric as it indicates how clearly and efficiently your team communicates and how much information you ask your customers to share when they first reach out. Discover the most important customer service and support metrics to measure and track in order to provide the best customer experience … The net retention KPI for customer service goes deeper into evaluating your business growth by monitoring the number of lost and new customers, and calculating the product or service cancellations only. That way, you will have a clear picture of how well your retaining efforts and strategies work, and if there is a reason to adjust. In our example, we can see that October has brought a higher number of lost customers while December had quite a positive increase.

• The average ticket handline time includes the total talk time and total hold time for that caller.
• Sending out CES surveys for various customer interactions helps companies identify what needs simplifying.
• You can minimize AHT by decreasing time your customers are waiting and optimizing each back-and-forth interaction.
• For KPIs to be effective motivators, there needs to be widespread buy-in from the team.

However, some businesses broaden the term to include customer support, customer service, or customer advocacy teams. Effective reporting contextualizes customer behavior and feedback, so you can glean actionable insights from data to provide a more positive customer experience. Once you’ve defined the help desk metrics that reflect success for your team, you need to ensure that you’re tracking them at the right cadence. With Intercom, you can use the Reports tool to measure various aspects of your performance, across people, leads, sales, and engagement. This holistic approach to metrics will highlight the need for any additional training for your team, increased levels of automation, or improved workflows. Over time, you will be able to identify patterns in this data that will help you streamline your workflows, improve performance dips, and increase the efficacy of your team.

New Ticket

Dig deeper into weeks with high resolution times and identify roadblocks such as a lack of agent training or not enough staff to cover demand. You need not assess all available KPIs and report on outcomes, only the right ones – those that have a critical bearing on your customer service performance and support kpis are actionable, true, and consistent. Now let’s get to know some of the tools you can use to evaluate your KPIs and important metrics. It allows you to quantify the efficiency of your day-to-day operations across your support team and ensures your customers’ issues are being dealt with expeditiously.

These teams deal with countless customer issues, questions, and concerns regarding your products or services and their experience working with your business. Make sure reps ask thoughtful questions and encourage the customer to explain their problem in detail. Also, ensure your team is well-versed in your products or services so they can respond and resolve issues quickly without having to reach out to other teams for help — thus lengthening the process.

First Call Resolution (FCR)

In other words, the amount of effort across your entire customer journey has a huge bearing on the success of your customer experience and, by extension, your brand’s revenue. A help desk KPI is a metric you can use to evaluate how effective your customer support efforts are. Measuring and improving KPIs for customer service is usually a matter of balance. If you aim to improve a specific KPI, you may end up affecting a different customer service KPI in your efforts.

By analyzing the responses on the surveys and gathering feedback, you can spot what’s working and what needs to be improved to provide better service experiences. Today’s customers prefer getting quality, personalized, and seamless customer service, even if they have to wait for a bit. However, it’s important to make sure that the resolution time is consistent and is not unacceptably long. Here’s where the resolution SLA comes into play as an important KPI since it helps ensure that all tickets are resolved within a set time. Measure the number of social media support tickets that you get every day, week, month, and quarter.

Tickets completed

This will require integrating into your CRM platform, and making sure all systems (agent desk, eCommerce, etc.) are feeding data in and out of your CRM for a 360-degree customer view. Getting back to your customers quickly is one thing, but how long it takes for you to actually resolve an issue is even more important. Every business unit has unique key performance indicators that help them track progress.

Similar to the CSAT, the NPS is a common metric for measuring customer satisfaction. Customers will rate on a scale from 1 to 10 how likely they are to recommend your business to a friend. It’s best to measure this regularly, so you can determine your company’s benchmark and look for any drops or spikes in the average rating.

As 60% of customers feel long holds and wait times are the most frustrating part of customer service, it’s important to factor this metric into your service practices. That may lead to downgrades and cancellations, which should be avoided as much as possible. In our example, we can see that January brought a higher churn rate, which could mean that clients have canceled their yearly contracts and it affected the company. A customer satisfaction (CSAT) score is a customer service report that measures how well a company’s products, services, and overall customer experience meet customer expectations.

You can get statistics on the utilization of your Macros in any given time period. For example, if the tag “Cancel Order” was used 100 times in one week, but the Macro was only used 50 times, then that means that your reps only used the Macro half the time. The questionnaire should ask the customer how much effort they had to exert in order to get their question answered. Your ticketing system should track your ticket volume divided by each channel your customers have to contact you.