Customer Experience
Sales and Marketing
IT Service Management
HR Management
Freshworks Neo
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
North America
Europe
Latin America
Asia Pacific
By Size
By Use Case
By Industry
Back to Glossry
Metrics are important to measure the performance of a business. However, simply measuring performance without setting the right targets is a futile exercise. To set the right benchmarks for your company, you need to look at standards across industries for different support metrics like First Contact Resolution (FCR), response times etc., and find out how they translate to customer satisfaction. Tracking industry benchmarks will also help gauge where you stand against your competition, and will help you set the right targets for your company year on year.
Some global customer support benchmarks that we identified through our customer happiness benchmark report are:
Average FCR% - 78%
Average first response time - 7.3 Hours
Average monthly tickets - 566 tickets
Average resolution SLA% - 93%
Average CSAT - 79%
Unlimited Agents. No strings attached. No credit card required
We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice. Our Cookie Policy provides information about managing cookie settings.
Sorry, our deep-dive didn’t help. Please try a different search term.