Episode 121: 9 Customer Service Metrics a Tech Smart Boss Should Track

If you listen to the podcast, you know there are 2 things I am really passionate about, great customer support and metrics. Not just any metrics, but metrics you can use to make a difference in your business.

So you know I was excited to combine both topics in the same episode.

In this episode, I go over 9 customer support metrics that you should monitor in your business and most of them your help desk software will not provide you out of the box.

Topics Discussed (Time Stamped)

03:25 Metrics you should be monitoring in your customer service program
5:53 Your ticket volume
09:05 On first time resolution
09:37 Metrics that tie into this
14:08 Looking at the average time
16:21 Doing surveys
21:02 Churn rate
21:36 Tying together churn rate with the support metrics
24:11 Preferred communication channel
30:04 Getting some ticket deflection to your chatbots


17:23 “In many of these surveys the bad overwhelms the good.”

Resources Mentioned


Thanks for listening and checking out the show notes,  any feedback, comments, or questions, send me an email at [email protected]

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