Customer Support Metrics for Each Member of Your Team

Metrics are important at every level of a company, but nowhere else is this more apparent than in customer service. That’s why every support role should be constantly monitoring customer service metrics, whether that be in the form of a dashboard or a report.

One of the most difficult parts of monitoring customer support data is knowing which metrics to monitor in the first place! To help you decide, here are the metrics that we track at BrightGauge:

Customer Support Metrics for the Whole Team

At our HQ, we’ve got some of our most important customer support metrics displayed on a wall-mounted dashboard. These metrics are more of an overview than a detailed look, and help to give team members an idea of their performance at a glance.

We use:

• Open Tickets by Assignee - this helps create some healthy competition and give team members an idea of where they stand.
• Tickets by Week (Last 13 Weeks) - provides a historical context for data and helps to identify trends vs. isolated incidents.
• New Tickets - the biggest number on our dashboard, New Tickets provides a quick look at how many tickets have not yet been triaged.
• Open Tickets by Type - this number provides an at-a-glance look at both your customer support team’s performance and which types of tickets are being held up.
• Unsolved Tickets by Type - another metric to quickly gauge your performance and potential bottlenecks.
• Kill Rate - allows you to make sure you're at or near a 0 backlog (or the weeks where you're making up for down weeks).

Having metrics for the whole team is great, and is definitely a necessity, but it doesn’t end there. You also need to get more detailed with metrics for your Team Manager and Reps.

Customer Support Metrics for your Engineers

Jessica, one of our Customer Support Specialists, monitors metrics on both a daily and a monthly basis. On a daily basis, she constantly keeps an eye on the New Tickets gauge while at her desk to track those that have yet to be acknowledged.

In addition to that metric, she tracks the following metrics on a monthly basis:

• Number of Tickets Opened - provides quick insight into trends and allows prediction of ticket load next month.
• Number of Tickets Closed - provides quick insight into how the team is handling the ticket load and whether additional resources will be needed.
• Kill Rate (Closed/Opened) - a combination of the above gauges to provide even more insight into workload, resources and performance.
• Average Response Time - helps keep an eye on any SLAs and identify any potential bottlenecks.
• Average Customer Satisfaction - based on surveys, this gives insight into how pleased customers are with our service.

Picking your Support Metrics

Not every company or team is the same: you may be structured differently or be simply using different data sources. That’s why it’s important to choose which metrics are important at each level of your service team. You’ll know you got it right when you begin to see performance increases in the areas you’re tracking!

Ready to learn more about how to improve your business with the right metrics? Download our free guide on Key Performance Indicators: