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5 Customer Support Metrics to Track for Maximum Success

Published: Mar 25, 2023

When it comes to customer support, tracking key performance indicators (KPIs) is essential to maximize success. In this article, we'll be looking at five customer support metrics that can provide you with valuable insights. From measuring customer satisfaction to gaining insights into customer loyalty, these metrics can help you get the most out of your customer support team.

What You Will Learn:

  • How to measure customer satisfaction and track customer retention rates
  • How to monitor response times and analyze issue resolution rates
  • How to track volume of support tickets for better customer service

Measure Customer Satisfaction

Customer satisfaction is key performance indicator for customer support. Measuring customer satisfaction is crucial for assessing customer service performance. Common customer satisfaction metrics include customer surveys, Net Promoter Score (NPS), and customer feedback ratings.

Monitor Response Times

Response times are important for customer support teams to measure. Response times should be monitored to ensure that customers are not waiting too long for a response from the customer service team. Response times can be measured in a variety of ways, such as the time it takes for a customer to receive an initial response or the average time it takes for a customer service agent to respond to a customer inquiry.

Analyze Issue Resolution Rates

Issue resolution rates are another key performance indicator for customer support teams. This metric measures how quickly customer service agents are able to resolve customer inquiries. Analyzing issue resolution rates can help customer service teams identify areas of improvement, such as training needs or process issues.

Track Volume of Support Tickets

The volume of support tickets is an important metric for customer service teams to monitor. This metric measures the number of customer inquiries that customer service agents are receiving. Tracking the volume of support tickets can help customer service teams identify customer trends and understand customer demand.

Measure Customer Retention Rates

Lastly, customer retention rates are an important metric for customer service teams. This metric measures how successful customer service teams are in retaining customers. Customer retention rates can be measured through surveys, customer feedback ratings, and customer loyalty programs. Below we answer common questions entrepreneurs have about these topics.

1. Measure Customer Satisfaction

On a scale of 1 to 5, how satisfied are you with the product/service you received?

As an entrepreneur, one must do their best to ensure that the product/service they deliver is of the highest quality. You can't please everyone, and it's not likely that you will. But if a customer is unsatisfied, it's important to address their concerns and do everything you can to make things right. Answering the question of how satisfied they are with the product/service you received is a difficult question to answer. However, it's important to remember that no one is perfect, and if there is a mistake made, it's important to own up to it, apologize for it, and do everything in your power to make it right. In the end, that's all a customer can ask for.

How likely would you be to recommend this product/service to a friend or colleague?

Most people think of recommendations as being something they do, however, when asking them how likely it is that they would recommend your company to a friend or colleague, you should also be asking them how likely they are to stop doing business with you. This question can go a long way in helping you to identify what your customers are unhappy with, and how you can improve in order to make them more likely to stay.

2. Monitor Response Times

What is the average response time for customer inquiries?

This is a question that every entrepreneur should be prepared to answer. The overall average response time is the first thing to consider before answering this question. The reason being is that it will give you an idea of whether your response time is competitive or not. For example, if you have a response time of under 12 hours and the overall average response time is 24 hours, then you should be highlighting this.

Are there any metrics in place to measure customer satisfaction with response times?

The first thing a new or aspiring entrepreneur should consider is whether their responses to these questions are going to be based on a survey or an actual qualitative evaluation. Surveys are great, but they won't give you the full picture you're looking for, so you may want to consider working with a few customers on a case-by-case basis. Reading through the responses of past customers can help you find trends, but you'll need to actually talk to your customers to get their overall sentiment and experience. Finding a balance between the two will give you the best results when it comes to answering the question of Are there any metrics in place to measure customer satisfaction with response times.

3. Analyze Issue Resolution Rates

What were the total number of issues reported?

If you provide a broad answer, you might not be giving the most useful information to the person asking the question. For example, if you say that there were over a thousand issues reported, you risk not giving the specific details about what those issues were. The person asking the question might be more interested in knowing the number of issues that were technical in nature rather than the number of issues related to the company's customer service. By providing a more specific number, you give the person asking the question more useful information that they can use to make decisions.

What was the percentage of issues successfully resolved?

Every problem-solving situation is unique, so there's no one-size-fits-all answer. Take a look at the person asking the question and engage them in conversation to see if they want a number or a story. If they prefer a number, use a percentage scale. If they want a story, use percentages to illustrate the relative importance of the different problems.

4. Track Volume of Support Tickets

What is the average time to resolve a support ticket?

There is no perfect answer to this question. The average time to resolve a support ticket varies depending on the nature of the issue and the complexity of the solution. However, you should be able to provide an approximate timeframe for most issues. Be honest about how long it will take to fix the problem and provide regular updates on the progress.

How many support tickets have been opened and closed in the last 12 months?

The number of support tickets that an entrepreneur should be looking at is the average response time. This indicates how quickly the company is responding to customer issues. If the response time is too long, it can lead to lost customers. Therefore, entrepreneurs should aim for a response time of less than 24 hours.

5. Measure Customer Retention Rates

What is the percentage of customers that return to purchase products/services over a specified period of time?

The first thing any entrepreneur should do is ask a qualified customer. If you have a customer that has just made a purchase from you, and is satisfied with the product or service, ask them if they would consider coming back to make another purchase. Then take their answers into consideration.

What is the average number of repeat purchases made by customers over a given period of time?

The average number of repeat purchases over a given period of time varies widely by industry. For example, subscription-based businesses tend to have a very high repeat rate, while one-off purchases like a wedding dress or a one-night stay at a hotel have a much lower rate of return.

Industries with high repeat rates have several advantages: they can offer a better customer experience and build a strong community around their product or service. They can also optimize their business for recurring revenue and build a sustainable business model.

Key Takeaways


  1. Regularly measure customer satisfaction to ensure customers are happy.
  2. Monitor response times to ensure customers get timely support.
  3. Analyze issue resolution rates to identify areas of improvement.
  4. Track the volume of support tickets to ensure the team is not overworked.
  5. Measure customer retention rates to evaluate customer loyalty.


Overall, it is essential to measure customer satisfaction and track the volume of support tickets in order to ensure that customers are being taken care of in an effective and timely manner. Monitoring response times and analyzing issue resolution rates can provide valuable insight into customer satisfaction and can help to identify areas of improvement. Lastly, tracking customer retention rates can provide insight into the overall success of customer service. By utilizing these metrics, businesses can ensure that they are providing the highest quality customer service possible.

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