Cross-industry Benchmarks

Customer service strategy differs across industries impacting their customer happiness scores. Take a look at how your customer service in your industry is performing using six key metrics.

Select Industry

CSAT score Average rating of the support interactions as provided by Freshdesk customers.

79%

First Response time Average time taken by the agent to send the first response to a ticket as seen by Freshdesk customers.

7.3 hrs

Resolution Time Average time taken by the agent to resolve the ticket as seen by Freshdesk customers.

24.8 hrs

First Assign Time Time taken for a new ticket to be assigned to an agent as seen by Freshdesk customers.

8 hrs

First call resolution Average number of tickets resolved in the first interaction as provided by Freshdesk agents.

78%

Resolution SLA Average number of tickets resolved by the agent within the SLA as set by the organization.

93%

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Region-specific Breakdown

Brands cater to a global audience that have diverse demographics and expectations. This impacts the way brands deliver customer service, in turn affecting their customers’ happiness differently.

Click the yellow points on the map to find out each country’s customer support benchmark.

United States

CSAT
83.6%
Avg. First
Response Time
6.6
First Call
Resolution
78.0%

India

CSAT
58.2%
Avg. First
Response Time
8.0
First Call
Resolution
82.3%

United Kingdom

CSAT
82.5%
Avg. First
Response Time
6.3
First Call
Resolution
77.7%

Australia

CSAT
82.0%
Avg. First
Response Time
8.3
First Call
Resolution
77.9%

Canada

CSAT
82.4%
Avg. First
Response Time
7.5
First Call
Resolution
79.5%

Netherlands

CSAT
77.8%
Avg. First
Response Time
7.6
First Call
Resolution
78.1%

Brazil

CSAT
77.9%
Avg. First
Response Time
9.0
First Call
Resolution
80.0%

United Arab Emirates

CSAT
66.2%
Avg. First
Response Time
7.3
First Call
Resolution
74.5%

South Africa

CSAT
81.4%
Avg. First
Response Time
7.2
First Call
Resolution
79.8%

China

CSAT
74.6%
Avg. First
Response Time
8.4
First Call
Resolution
73.6%

France

CSAT
71.8%
Avg. First
Response Time
10.1
First Call
Resolution
81.3%

Germany

CSAT
81.0%
Avg. First
Response Time
8.2
First Call
Resolution
80.7%

Sweden

CSAT
84.8%
Avg. First
Response Time
6.9
First Call
Resolution
70.7%

New Zealand

CSAT
84.5%
Avg. First
Response Time
9.4
First Call
Resolution
80.0%

Qatar

CSAT
96.5%
Avg. First
Response Time
25.1
First Call
Resolution
91.0%

Spain

CSAT
72.6%
Avg. First
Response Time
9.1
First Call
Resolution
75.2%

Israel

CSAT
72.7%
Avg. First
Response Time
8.1
First Call
Resolution
79.9%

Belgium

CSAT
78.2%
Avg. First
Response Time
10
First Call
Resolution
79.1%

Italy

CSAT
79.0%
Avg. First
Response Time
6.9
First Call
Resolution
77.1%

Switzerland

CSAT
69.5%
Avg. First
Response Time
9.1
First Call
Resolution
86.0%

Singapore

CSAT
57.0%
Avg. First
Response Time
5.6
First Call
Resolution
79.7%

Norway

CSAT
81.9%
Avg. First
Response Time
7.5
First Call
Resolution
72.7%

Ireland

CSAT
81.6%
Avg. First
Response Time
4
First Call
Resolution
77.2%

Poland

CSAT
79.8%
Avg. First
Response Time
7.3
First Call
Resolution
80.7%

Mexico

CSAT
78.1%
Avg. First
Response Time
7.7
First Call
Resolution
79.6%
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This report has everything you need to scale your customer support strategy. You can discover opportunities to make customer support a game changer for your business—

  • Using Benchmark data across industries and countries
  • Learning trends and patterns, metrics and customer behavior cues
  • How being a Freshdesk power user can up your support game
Happy supporting!

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