Customer Support Department Metrics 2024
98,689
Department Volume
Median Customer First Response Time
27m
CSAT
98.71%
Decrease in Contributor First Response Time YoY
86.1%
Contributor Resolution Time
3h 12m
Customer Resolution Time
1h 33m
2
Department Metrics
Year | (Customer) First Response Time | Decrease % | (Contributor) First Response Time | Decrease % |
2023 | 58m | 53.45% | 19h 24m | 86.1% |
2024 | 27m | 2h 42m |
Year | CSAT |
2023 | 90% |
2024 | 98.71% |
Year | Combined Volume | Decrease % |
2023 | 126,307 | 21.87% |
2024 | 98,689 |
Year | Customer Resolution Time | Decrease % | Contributor Resolution Time | Decrease % |
2023 | 2h 4m | 25% | 20h 18m | 84.24% |
2024 | 1h 33m | 3h 12m |
3
Glossary
Volume: The total number of customer inquiries or support requests received within a specific period.�
CSAT: Customer Satisfaction Score. A metric indicating how satisfied customers are with the service they received.
First Response Time: The amount of time it takes for a customer to receive the first reply from a support agent after submitting a request. �
Resolution: The successful conclusion of a support interaction, where a customer’s issue is solved or sufficiently addressed. �
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