Customer Support metrics
Support resolves customer issues and protects satisfaction. Their metrics balance speed, quality, and efficiency, and increasingly feed retention analysis.
6 metrics
- First response time (FRT)
- Time from ticket creation to first human response.
- Benchmark Minutes for chat; hours for email (SLA-set)
- The most visible responsiveness signal to customers.
- Time to resolution
- Time from ticket open to resolved.
- Measures true problem-solving throughput, not just first-touch speed.
- CSAT
- Customer satisfaction score, usually post-ticket survey.
- satisfied responses / total responses
- Benchmark >90% is strong
- Direct read on support quality per interaction.
- First contact resolution (FCR)
- Share of tickets resolved in one interaction.
- Benchmark ~70–75% healthy
- High FCR lowers cost and lifts satisfaction simultaneously.
- Ticket volume / backlog
- Open tickets and inflow rate.
- Capacity signal; a rising backlog predicts SLA breaches.
- CES (Customer Effort Score)
- How much effort a customer expended to get resolution.
- Effort predicts loyalty better than raw satisfaction in support contexts.
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