Customer Support Metrics
The numbers behind great support — response times, satisfaction scores, and efficiency metrics every team should track.
20 articles
What Is CSAT?
Customer Satisfaction Score (CSAT) is the most widely used measure of how happy customers are with a specific interaction.
What Is Net Promoter Score (NPS)?
NPS measures whether customers would recommend your business to others — a proxy for overall loyalty and relationship health.
What Is Customer Effort Score?
CES measures how easy it was for a customer to get their issue resolved — and effort turns out to be a strong predictor of loyalty.
What Is First Response Time?
First Response Time (FRT) measures how quickly your support team acknowledges a new customer request — and speed matters more than most teams realise.
What Is Resolution Time?
Resolution Time tracks how long it takes to fully solve a customer's problem — a core measure of support efficiency and quality.
What Is Ticket Volume?
Ticket Volume is the total number of support requests received in a given period — a foundational metric for capacity planning and trend analysis.
What Is First Contact Resolution?
First Contact Resolution (FCR) measures how often support issues are fully resolved in a single interaction — one of the strongest predictors of customer satisfaction.
What Is Ticket Deflection?
Ticket deflection measures how often customers find answers without contacting support — reducing volume while improving self-service capability.
What Is Support Cost Per Ticket?
Support Cost Per Ticket reveals the true unit economics of your support operation — and where efficiency gains will have the greatest impact.
What Is Agent Utilisation?
Agent Utilisation measures how much of an agent's available time is spent on productive support work — a key lever for capacity planning.
What Is Escalation Rate?
Escalation Rate tracks how often frontline agents pass tickets to senior agents, specialists, or management — a signal of training gaps and process breakdowns.
What Is SLA Compliance?
SLA Compliance tracks whether your team is meeting the service level commitments made to customers — and the operational discipline to sustain them.
What Is Churn Signals from Support?
Support interactions contain early warning signs of customer churn — learning to read them lets you intervene before customers cancel.
What Is Self-Service Rate?
Self-Service Rate measures how often customers successfully resolve their own issues — a key efficiency metric for scaling support without scaling headcount.
What Is Knowledge Base Effectiveness?
Knowledge Base Effectiveness measures whether your help content is actually solving customer problems — not just existing.
What Is Support Channel Mix?
Support Channel Mix describes how customers choose to contact you — and optimising it can dramatically reduce cost without sacrificing satisfaction.
What Is Average Handle Time?
Average Handle Time (AHT) measures how long agents spend on each contact — a core efficiency metric that must be balanced against quality.
What Is Queue Abandonment Rate?
Queue Abandonment Rate measures how often customers give up waiting for support — a direct signal of capacity strain and lost satisfaction.
What Is Proactive Support?
Proactive support means reaching out to customers before they contact you — reducing inbound volume, preventing frustration, and building loyalty.
What Is Customer Health Score (Support View)?
A customer health score aggregates support signals to give a single at-a-glance view of each account's risk level and satisfaction trajectory.