9 Crucial Metrics to Measure Customer Support Team Performance

Ever lost a game of tug of war?

I have.

Quite often, a game of tug of war is lost simply because one person isn’t pulling their own weight. However, it’s difficult to judge WHO that person is, because it looks like everyone.

Just like a game of tug of war, if one person on your customer support team isn’t pulling their weight, then your whole customer service product may end up falling on the ground.


Thankfully, unlike tug of war, there are easy ways to measure whether or not your customer support team is putting their all into winning and providing exceptional customer service, by establishing standards using relevant performance metrics. By doing so, you can figure out which team members need to improve their technique and help you to haul those customers over the line. Here are nine performance metrics you should use to measure your support team’s performance:

Individual customer service rating

The most useful metric on this list, you should examine the rating from customers who access your customer service representative. This rating gives perhaps the clearest indication on how well your customers view your customer service rep’s performance

Initial response speed

Initial response time is extremely important in providing exceptional customer service, with 53% of customers becoming irritated if they can’t speak to a real person right away. The quicker your agents are at addressing customer service queries, the more likely you’ll have customers who are happy at not having to wait to have their issues resolved.

Conversation reply rate

After your agent has provided an initial response, how long do they take to respond to follow up questions from your customer? Providing speedy responses during a conversation is also crucial to ensure that your customer doesn’t become frustrated by a drawn out and overly long conversation.

Mean resolution time

Measuring how long your customer support representatives take to permanently resolve a customer complaint or issue is another way of measuring productivity. The quicker they can resolve the customer issues, the more customer service queries they will be able to handle.

How many requests handled

How many tickets or requests have your agents been able to address? Since time is money, the more issues your agents are able to address, the more productive they are, and the fewer resources you’ll have to expend.

Successful resolution rate

The rate at which your agents are able to successfully resolve customer issues is as important as how many requests they are able to handle. It may well be worth having an agent who may have a lower volume of requests handled but who makes up for it with a higher resolution rate.

Customer service agent complaints

Do people frequently complain about your customer service representatives? This is a definite metric to watch and gives the most obvious indication of an underperforming team member.

Sales after contact

The ability of your customer support staff to assist the sales team is crucial in measuring their performance. Your agents should be able to provide relevant/meaningful upsells or cross-sells of products that may better suit your customer’s needs than what was originally intended.

Calls escalated to supervisor

The number of requests that are escalated up to a supervisor is an important metric to take note of. The more requests escalated, the more likely it is that your customers are having issues in terms of communicating with your support rep.

Do you have your own metrics that you measure to figure out who’s pulling their weight and who isn’t? If so, share your customer service performance criteria in the comments section below!

In order to make sure you’re getting the most accurate metrics from your support system, bring in HappyFox to give you true clarity and context. Schedule your 30-minute live demo with our product specialist to learn more!

Daryl George

Daryl George is a freelance writer and blogger. His areas of expertise include business blogging, inbound marketing and freelance writing. You can catch him at freelancewriterstartup.com if you'd like to know more about him.