You Can't Improve What You Don't Measure
Support teams that track the right metrics resolve issues faster, retain more customers, and cost less per interaction.
The 12 Essential Metrics
Speed Metrics:
- First Response Time (FRT) — how quickly you acknowledge. Target: <1 hour (email), <30 seconds (chat)
- Average Resolution Time — ticket open to close. Target: <4 hours
- First Contact Resolution (FCR) — resolved in one interaction. Target: >70%
Quality Metrics:
- Customer Satisfaction (CSAT) — post-ticket survey. Target: >85%
- Net Promoter Score (NPS) — would they recommend you? Target: >50
- Customer Effort Score (CES) — how easy was it to get help? Target: >4/5
Volume Metrics:
- Ticket Volume — total incoming tickets. Trending down = good (if service isn't declining)
- Tickets per Customer — high = product issues or poor onboarding
- Self-Service Ratio — KB views ÷ tickets created. Target: >5:1
Efficiency Metrics:
- Cost per Ticket — total support cost ÷ tickets. Target: <$15
- Agent Utilization — productive time ÷ available time. Target: 70-80%
- Backlog — open unresolved tickets. Should trend flat or down
Benchmarks by Industry
| Metric | SaaS | E-commerce | Services |
|--------|------|-----------|----------|
| FRT | 2 hrs | 4 hrs | 1 hr |
| Resolution Time | 6 hrs | 8 hrs | 4 hrs |
| FCR | 65% | 55% | 75% |
| CSAT | 88% | 82% | 90% |
How Automo Tracks These Automatically
Automo's helpdesk includes dashboards for all 12 metrics out of the box. Because it's connected to your CRM, you can also correlate support metrics with customer value — prioritizing high-value accounts automatically.
