How to Measure Effectiveness of Your Support

Excellent customer support is about providing a delightful customer experience, and Customer Feedback Software along with Live Chat provide you with the ability to collect personal users’ opinions. While to see the overall picture of ROI and ensure general customer satisfaction, you need to use specific metrics.

Customer service success metrics can be divided into two main categories: support agent’s performance and customer’s satisfaction.

In this article, we’ll introduce 3 most essential metrics for each category, that you should measure and constantly improve.

Customer Support Team Performance Metrics

1. First Reply Time (FRT)

It’s a very important metric that shows how fast your support team reacts to the incoming requests. Even though you can’t solve the problem immediately,  it’s crucial to let the customer know, that their request is accepted and agents are starting to work on it. In case it is the first time they contacted your support, FTR can dramatically improve the quality of your further collaboration between the customer and your support cast. The smaller the magnitude is, the better it is for business.

2. Time to Resolution (MTTR)

This metric shows how much time is required to cope with incoming requests on average. It will reveal the productivity of your support team as well as how smooth your support workflow is. You should also take into consideration that average resolution time can depend on the complexity of the task: if the task is difficult – more time will be required to resolve it. You should lean forward to making this metric as small as possible.

3. First-Contact Resolution (FCR)

First Contact Resolution shows the percentage of issues resolved in one step. FCR shouldn’t be very high or very low and here is why:

  • If FCR is really high that could indicate that you have tons of easy-to-solve requests that could be resolved without interacting with support agents in most cases;
  • If FCR is really low that means that your support workflow is not optimized enough and it takes extra time and steps to solve a ticket.

The best option is when the magnitude is somewhere in the middle leaning more to the upper limit.

Customers Satisfaction Metrics

1. Net Promoter Score (NPS)


NPS measures client’s willingness to recommend a product or service to a person he knows with a 1 to 10 scale. This single question will fully reveal the customer’s overall experience with your brand. Based on the 0 – 10 rating we can divide customers into the following categories:

  • Detractors (0–6) – unsatisfied customers;
  • Passives (7–8) – satisfied customers who do not want to share that;
  • Promoters (9–10) – the most satisfied customers who are likely to share their positive experience with a product or service.

More detailed description of NPS you can find here.

2. Customer Satisfaction Score (CSAT)


Customer Satisfaction Score is one of the most popular and widely used metrics. Basically, client is asked if he is satisfied with the product. There are different types of CSAT. Some of the most popular are:

  • 1 to 10 scale;
  • 1 to 5 scale;
  • Yes or No;
  • Open answer.

While NPS is focused on measuring long-term happiness, CSAT is targeted at measuring short-term happiness.

3. Customer Effort Score (CES)

Customer Effort Score stands for the amount of effort, taken by a client to have his issue solved. It is measured usually with a scale from 1 (easy) to 7 (complicated as hell). CES mostly is used as an alternative to CSAT as they basically serve the same purpose.

Like CSAT, CES is sent to the customer after his request has been solved. The lower CES is, the better it is for abusiness.


Nowadays we have an overload of data from different sources and channels. The true mastery is to know what data is relevant and whether you can interpret it the right way. In this post, we’ve figured out the most important customer service metrics and also dig a bit deeper into the purpose of each of them.

You can contact us or book a demo in case you want to know more about customer service metrics or how they are implemented in UseResponse.

Anna Kuzma

Anna Kuzma is Marketing Manager at UseResponse, company specialized in the development of Customer Support and Feedback software. Writes about customer experience and satisfaction, Help Desk and Feedback Software.

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