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IT Service Management
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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%
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