Which Support Metrics to Track at a B2B SaaS Company

If you want it to be managed, it has to be measured. Quality support is a key component of the success and retention of your customers. It should be measured and tracked.

The Impact: Tracking and highlighting key support-related metrics will keep your company accountable to providing quality and timely support and will increase the number of positive support interactions.

The Goal: Identify the support-related metrics that help your company improve its support system and establish a process to monitor those metrics.

How can Golden Section Assist?

Steps:

Identify the 3-4 metrics that will give key insight to the effectiveness of your support system. We believe a successful support system can be boiled down to two components: timeliness and customer satisfaction. To that end, we recommend the following metrics:

• Time to 1st Response: the median number of hours that elapsed before a first response is issued to the customer.
• Time to Full Resolution: The median number of hours that elapsed before a ticket is fully resolved.
• Customer Satisfaction: the average customer satisfaction rating following all support ticket resolutions.

1. Use the PDCA methodology described in Play: Quality Management Systems and the template provided to create a process for tracking and internally sharing these metrics. Considerations:
   • How often should the metrics be updated?
   • What are your targets for each metric?
   • With whom should the metrics be shared?