Customer support metrics: formulas and SQL
Metrics for response speed, resolution and satisfaction. Check whether pauses, weekends and automated replies are counted before comparing teams.
- First Response TimeFirst response time is how long a customer waits for the first human reply after contacting support.
- Average Resolution TimeAverage resolution time is how long, on average, it takes to fully resolve a support ticket.
- 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.
- Net Promoter Score (NPS)Net Promoter Score measures customer loyalty from one question: how likely are you to recommend us, on a 0 to 10 scale.
- Customer Effort Score (CES)Customer effort score measures how easy it was for a customer to get an issue resolved or complete a task.
- First Contact Resolution RateFirst contact resolution is the percentage of issues resolved in the customer's first interaction, without follow-up.
- Ticket BacklogTicket backlog is the number of support tickets that are open and unresolved at a point in time.
- Ticket Reopen RateTicket reopen rate is the percentage of resolved tickets that were later reopened, a signal of incomplete fixes.
- Escalation RateEscalation rate is the share of support tickets passed to a higher tier or specialist team.
- Tickets per CustomerTickets per customer is the average number of support requests each customer raises in a period.