Customer support metrics
Empower your support team with data that drives better service and stronger relationships.
Customer Effort Score (CES)
Learn how to gauge how easy (or hard) it is for customers to get help—and how reducing friction can lead to loyalty.
Net Promoter Score (NPS)
Explore what NPS really tells you about customer loyalty, how to calculate it, and what to do with your score once you have it.
Customer Satisfaction Score (CSAT)
Understand CSAT from the ground up—what it is, how to measure it, and proven ways to improve customer satisfaction.
First Contact Resolution (FCR)
Find out why solving issues on the first try matters, how to measure it, and what high-performing teams do to improve FCR.
Average Resolution Time
Learn what this metric says about your support efficiency, how it’s measured, and how to bring it down without sacrificing quality.
Average Response Time
Understand how long it takes your team to reply to customers—and why shaving even a few minutes off can make a big difference.
First Response Time
Learn everything about First Response Time (FRT)—what it means, how to calculate it, what affects it, key benefits, and practical tips to improve it with examples