Customer Support

Domain: CustomerMotion: StrategyOwner: Customer SuccessOwner: MarketingEntity: CustomerStage: AdvocacyStage: Retention

Customer

Customer Support is a proactive, strategic approach to supporting customers throughout their lifecycle, ensuring they realize maximum value from a product or service. It makes the motion operational through ownership, routines, and cross-functional follow-through. Relevant KPIs include Complaints Received and Complaints Resolved.

Related KPIs

Metric	Description
Complaints Received	Complaints Received refer to the number of formal or informal complaints submitted by customers or users about a product, service, or experience. These complaints highlight dissatisfaction and can cover a range of issues, from product defects to customer service challenges.
Complaints Resolved	Complaints Resolved refers to the number or percentage of customer complaints that have been successfully addressed and resolved within a given timeframe. This metric tracks how efficiently and effectively customer service teams are handling complaints.
Cost per Resolution	Cost per Resolution (CPR) refers to the total cost incurred to resolve a customer issue or complaint. It includes the expenses related to customer support, staff time, and resources used in handling and resolving a single case.
Cost Per Ticket	Cost Per Ticket (CPT) measures the average cost incurred by a business to resolve a single customer support ticket. It reflects the efficiency of support operations and resource allocation.
Customer Satisfaction Score	Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific product, service, or interaction. It is typically calculated by asking customers to rate their experience on a scale, such as 1–5 or 1–10, with higher scores indicating greater satisfaction.
Customer Support Tickets	Customer Support Tickets is a classification metric that organizes customer support inquiries into predefined categories, such as technical issues, billing problems, product questions, or feature requests. This helps identify trends and prioritize areas for improvement.
Error Rate	Error Rate measures the percentage of errors or failures occurring during a specific process, interaction, or system operation. It reflects the quality and reliability of a product, service, or workflow.
Escalation Rate	Escalation Rate measures the percentage of customer support cases or issues that are escalated to a higher level of support, such as specialized teams, managers, or senior agents. It reflects the complexity of issues and the ability of frontline support to resolve them effectively.
First Contact Resolution	First Contact Resolution (FCR) measures the percentage of customer inquiries or issues resolved on the first interaction with customer support, without requiring follow-up actions or additional contacts.
First Response Time	First Response Time (FRT) is the average time it takes for a customer support team to provide an initial response to a customer inquiry. It reflects the speed and efficiency of a company’s ability to acknowledge and address customer concerns.
Rate of Escalation to Higher Support Tiers	Rate of Escalation to Higher Support Tiers measures the percentage of customer support issues that require escalation from lower-tier support (e.g., frontline or basic support) to higher-tier support (e.g., advanced technical teams or specialized departments).
Resolution Time	Resolution Time measures the amount of time it takes to resolve a customer issue or ticket from the moment it is raised to when it is marked as resolved. It tracks the speed and efficiency of support teams in addressing customer concerns.
Ticket Volume	Ticket Volume is the total number of customer support tickets created within a specific timeframe. It represents the demand for support services and provides insight into user needs, product issues, or service performance.
Time to Resolution	Time to Resolution (TTR) measures the average time it takes for a support team to fully resolve a customer inquiry, issue, or ticket. It starts when the issue is reported and ends when it is marked as resolved.