Help Desk Metrics Examples

It s all about what you are trying to achieve your critical success factors csfs.

Help desk metrics examples. Focus on the metrics that can help you achieve your most important business objectives whether you re concentrating on customer satisfaction or better business continuity or both. The operative word is key which means you ll be concentrating on indicators that impact your customer service performance and which help you reach your goals. But as we mentioned in the beginning it s important to balance this focus on hard metrics with the immeasurable soft aspects that are crucial to help desk success. You ll be using various metrics and assessment methods specific to the kpi and the goals you set.

And stealing from my earlier service desk blog i consider the following a good example to model your organization s help desk service desk kpi and metric requirements on. Some final words on help desk kpis. This metrics list compiles some of the top metrics for service desk teams. What to consider with it help desk service desk metrics.

Read this article to know more. For example when your goal is highly responsive support time to first response is an ideal metric. Make the best business decisions for your help desk by analyzing the 8 most significant industry standard it service desk reporting metrics. Working with service desk metrics and kpi reports will help you make the improvements you need for continual growth and success.

To put this notion into perspective we re going to explore the value of a helpdesk kpi delve deeper into service desk metrics and look at some real world examples for your reading pleasure. Customer support help desk help desk metrics customer satisfaction metrics service desk help desks can be some of the most active departments in any organization. Meaningful they should tie back to something your company wants to achieve. To prove that you are delivering on that promise for employees in the case of a help desk and customers in the case of a service desk you need to establish metrics.

Tracking metrics is a fundamental process in customer support allowing managers and staff to track the effectiveness of their operations. Constant tracking and monitoring of the performance of your help desk is an absolute requirement for success and reaching higher. But with so much data available to consider it can be hard to narrow in on the help desk metrics or service desk metrics that really matter for your organization. Below are examples of customer support kpis.

For example if your team commits to strictly defined support hours the exact details of when support requests come in outside those hours may not be as important. Ultimately the metrics you choose to report should meet all of the following criteria.