Blog Post

May 14, 2019

7 Fundamental Metrics For Your Customer Support Process

By Daria Leshchenko


Every business depends greatly on its customer service. In order for it to be truly exceptional and meet goals identified for the company’s clients, it has to be well researched and adequately measured. For this purpose, were created various KPIs that allow you to get a deeper understanding of how your customer support representatives perform and if they are addressing customer’ needs in a way that positively supports the company-customer relationship. In this article we will talk about the most popular customer support KPIs.

First Response Time

Customer Support

This KPI shows you the amount of time between your customer submitting a support ticket and your support team reviewing it and reaching out to the customer. Obviously, the lesser this time is – the better. First Response Time is one of the most important KPIs, as it shows the response speed of your customer service. Customers tend to appreciate faster responses, as it allows them to feel that they and their needs are important to the company. That is why the First Response Time metric is more valuable than, for example, Overall Reply.

First Contact Resolution Rate

With the help of First Contact Resolution Rate KPI (aka FCR) you are able to see how many customer support tickets were successfully resolved during the first interaction between your company’s help desk and the customer. As you see, this metric hugely correlates with the general level of customer support satisfaction. However, for some reason, many business owners keep neglecting FCR while evaluating their customer support team’s work. There are two main ways to measure this KPI. The first one is when your customer support specialist checks manually (or via an automated system) if the problem was resolved after the first call. The second one is to ask your customers some follow-up questions via a short survey.


As you probably have already guessed, Interaction-To-Resolution shows the number of interactions between the customer and your company’s support specialist until the problem is resolved. Note that a low value does not always equate to success. There are complex cases that require more than one interaction in order to be optimally resolved. In these cases, quality ‘beats’ quantity. In general, however, if you keep this number low, it will only benefit your company.

Escalation Rate

Customer escalation is something that you should be trying to avoid by all means. In the world of customer support, escalation means that our client was not satisfied with the service provided by a regular customer support manager and wants to speak to someone of a higher level. If this situation happens quite often, it could be a signal of serious malfunctions that cannot simply be fixed by the assistance of a regular support manager. When there is a high risk of escalation, you should provide your support specialists with intensive training to help them individually address situations that more commonly lead to escalation.

Missed Calls

Even though we live in a modern era with emails and online chats, you should not forget about a slightly more ‘ancient’ way of communication – good old phone calls. The more calls customer support misses – the less satisfied your customers will be, that equation is pretty simple. What can you do in this case though? First of all, make sure that you have enough employees to handle the flow of requests. Secondly, provide them with the proper training so that they know how to handle difficult situations and resolve problems with the minimum of interactions. Third, ensure they resonate positive company culture and values in the interaction. These three simple tips might actually save you a lot of money as missed calls can be quite pricey for business.

CSAT (Customer Satisfaction)

CSAT stands for Customer Satisfaction and shows how happy clients are with the company’s products or customer support. This KPI is incredibly easy to measure – in most cases, customers are just asked whether they are satisfied with the product or received service and to rate them on a scale from 1 to 5 or 1 to 10. The final score of the question is usually based on its type, so it is up for you to decide how you want to measure your customers’ satisfaction.

NPS (Net Promoter Score)

NPS or Net Promoter Score is a KPI that divides your customers into three categories – promoters, passives, and detractors. The first category includes clients who are loyal to your brand and most likely will give positive feedback and recommend your services to their friends. Passive customers are also satisfied, however, they often lack the desire to do something to help promote your services. Finally, the third category includes those who are not satisfied with your company, nor its services.

The measurement method for this metric is pretty easy. All you have to do is to include into your customer support survey a question where on a scale from 1 to 10 your clients would have to rate the possibility of them recommending your company’s services to someone else.


Surely, there are more than just 7 customer support KPIs out there, however, these are among the most important ones to measure, track, and act upon over time. By utilizing these metrics, you can see what your company’s customer support lacks and possibly improve your team’s performance.

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