Blog Details

Customer Satisfaction (CSAT)

• Measures how satisfied customers are with specific interactions or resolutions

• Typically collected through post-ticket surveys or follow-up emails

• A high CSAT indicates helpfulness, professionalism, and communication clarity

• It helps identify agent effectiveness and areas needing improvement

• Benchmarks vary by industry but should trend consistently upward

First Contact Resolution (FCR)

• Tracks the percentage of cases resolved during the first interaction

• Higher FCR reduces ticket volume, escalations, and customer frustration

• Indicates the team’s ability to resolve issues without further follow-up

• Drives faster resolution and more efficient resource use

• Often used to evaluate Tier 1 support effectiveness

Time to First Response and Resolution

• Measures how quickly support acknowledges and solves incoming tickets

• SLA commitments often define acceptable response/resolution times

• Delays impact customer trust and renewal decisions in B2B settings

• Trends in time metrics indicate workflow efficiency or team bottlenecks

• Timely service is crucial in high-value enterprise accounts

Net Promoter Score (NPS)

• Gauges client loyalty and likelihood to recommend the service provider

• Reflects overall sentiment rather than one interaction

• Used in conjunction with CSAT for long-term customer health analysis

• NPS trends inform strategy for customer success and retention

• Strong NPS correlates with account expansion and renewal likelihood

Case Volume and Escalation Rate

• Tracks the number of support requests and how many require escalation

• Helps identify product usability issues or documentation gaps

• High escalation rates may signal training needs or support weaknesses

• Escalation volume also impacts engineering workload and timelines

• Monitoring these trends helps improve both product and service experience

Customer Health Score

• A composite metric that includes usage data, support activity, satisfaction, and risk indicators

• Predicts churn or upsell potential in B2B customer accounts

• Updated dynamically as engagement and outcomes change

• Used by success managers to prioritize high-touch relationships

• Informs renewal planning and strategic check-ins