There are a few different metrics that can be utilized to measure whether the support model we've designed is working as desired. The goals of establishing a support model include:

  • Customer requests are received, triaged, and responded to.

  • Customers get a satisfactory response to their requests in a timely manner.

We can use a variety of metrics to measure various aspects of these two goals. In the following section, we'll review the most commonly used support metrics across the industry.

Ticket volume

The most high-level metric that is measured is the raw volume of support requests coming in. The volume of support tickets will be directly proportionate to the number of customers the product has. This volume will determine the most fundamental need for staffing support teams. As organizations grow, they might have a vast number of products with thousands or millions of users. We can imagine the need for staff to handle the requests coming in growing exponentially.

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