KPIs for Customer Support Managers
These are the KPIs a support manager tracks for speed, quality and workload. Response and resolution times show service; backlog and reopen rate show whether problems are really being solved.
The KPIs to track
First response time is how long a customer waits for the first human reply after contacting support.
Formula and SQL query on the First Response Time page.
Average resolution time is how long, on average, it takes to fully resolve a support ticket.
Formula and SQL query on the Average Resolution Time page.
First contact resolution is the percentage of issues resolved in the customer's first interaction, without follow-up.
Formula and SQL query on the First Contact Resolution Rate page.
Customer Satisfaction Score (CSAT)
CSAT is the percentage of customers who rate an interaction as satisfied, usually 4 or 5 on a five-point scale.
Formula and SQL query on the Customer Satisfaction Score (CSAT) page.
SLA compliance rate is the share of tickets resolved or answered within the time promised in your service level agreement.
Formula and SQL query on the SLA Compliance Rate page.
Ticket backlog is the number of support tickets that are open and unresolved at a point in time.
Formula and SQL query on the Ticket Backlog page.
Ticket reopen rate is the percentage of resolved tickets that were later reopened, a signal of incomplete fixes.
Formula and SQL query on the Ticket Reopen Rate page.
Cost per ticket is the average support cost of resolving one customer request.
Formula and SQL query on the Cost per Ticket page.
Where the data usually lives
A help-desk or ticketing system, a telephony or chat platform and customer surveys.
Measurement mistakes to avoid
- Automated first replies should not count as a first response.
- Waiting-for-customer time should be handled the same way in every report.
- Satisfaction surveys only cover those who respond; check the response rate.
Questions to ask your data
You can type these as plain questions. SchemaChat turns each one into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. Check that the result matches how your business defines each KPI.
- What is first response time by priority this week?
- How many tickets are open and how old are they?
- Which categories have the lowest satisfaction?
- What share of tickets were reopened after being closed?