The Most Important KPIs for Measuring Customer Support Performance

You can’t improve what you don’t measure—and when it comes to customer support, the right metrics make all the difference.

Whether your support is in-house or outsourced, tracking the right KPIs helps you boost response times, satisfaction rates, and team efficiency.

Here are the key support performance KPIs every business should watch.

How fast is your team replying to customers?

Long wait times = frustrated customers. FRT should be under 1 hour for email, and under 2 minutes for live chat.

How long does it take to resolve an issue?

This reflects team efficiency. A longer resolution time often means miscommunication, lack of training, or disorganized systems.

Are customers happy with the support they receive?

Usually measured via quick post-resolution surveys. A score of 80%+ indicates healthy support.

Is your team overloaded?

Tracking tickets handled per agent helps ensure workloads are balanced and scalable.

Are you resolving issues on the first try?

High FCR = lower friction and better customer experience. It also reduces repeat tickets.

How much are you spending to resolve a single issue?

Lowering this while keeping CSAT high is the gold standard. Outsourced support often excels here.

How often do basic tickets need manager attention?

A high escalation rate signals poor frontline training or unclear SOPs.

They help you:

At OfficeXtend, we optimize for performance, not just busywork. Our virtual assistants are trained to hit key KPIs that matter to your business.

✅ Fast first response & resolution

✅ CRM + ticketing system integration

✅ Real-time reporting & admin updates

Support is your brand’s voice—make it count.

👉 Book a free strategy call to learn how we help you scale smarter and serve better.