Customer Service KPIs: What to Track (2025)

First Response Time (FRT)

Time from customer contact to first agent response. Lower is better. Benchmark by channel:

- Live Chat: Under 1 minute

- WhatsApp: Under 5 minutes

- Email: Under 4 hours

Average Resolution Time (ART)

Time from first contact to issue resolved. Varies by complexity. Track by issue type for meaningful benchmarks.

First Contact Resolution (FCR)

Percentage resolved in first interaction. Higher is better. Target: 70%+. Low FCR means customers contact multiple times for same issue.

Ticket Volume

Total conversations per period. Track trends. Sudden spikes might indicate product issues. Gradual growth needs capacity planning.

CSAT (Customer Satisfaction Score)

Post-interaction survey. "How satisfied were you?" Scale of 1-5 or 1-10. Target: 4.5/5 or 85%+ positive.

NPS (Net Promoter Score)

"How likely to recommend?" -100 to +100 scale. Good for overall relationship health. Target: 30+ is good, 50+ is excellent.

CES (Customer Effort Score)

"How easy was it to resolve?" Lower effort = better experience. Often more predictive of loyalty than CSAT.

Agent Utilization

Percentage of time agents spend in conversations. 70-80% is healthy. Below 60% = overstaffed. Above 85% = burnout risk.

Cost per Ticket

Total support cost divided by ticket volume. Include: salaries, tools, management, overhead. Track trend over time.

Automation Rate

Percentage of queries handled without human agent. Higher = more efficient. 60-80% is achievable with good AI.

Backlog/Queue Size

Unresolved tickets at any point. Should trend toward zero. Large backlog indicates capacity issues.

Quality Assurance Score

Internal review of agent responses. Score based on rubric: accuracy, tone, resolution. Regular calibration is essential.

Escalation Rate

Percentage escalated to higher tier. High rate might mean training gaps or unclear processes.

Reopen Rate

Tickets reopened after marked resolved. High rate = premature closure or incomplete resolution.