6 Proven Metrics to Boost Customer Support Effectiveness and Satisfaction

Companies aim to provide the best service, but how can they ensure success? As organizations strive to become data-driven, they seek insights into the effectiveness of their business processes, including customer support. While many companies work hard to deliver top-notch service, how can they be certain they’re succeeding? Is it possible to measure all the efforts made to meet customer needs? Today, we will discuss key metrics to track in order to understand your performance and identify areas for improvement in customer support.

1. Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) directly measures customers’ satisfaction with the way you provide support. You can typically get it through surveys conducted immediately after a customer interaction. Customers are asked to rate their satisfaction on a scale from 1 to 5, where 5 means “very satisfied.” A high CSAT score shows that customers are happy with the support provided, which impacts customer retention and positive word-of-mouth.

How do you calculate CSAT:

  • Gather survey responses.
  • Calculate the percentage of satisfied customers (those rating 4 or 5).
  • Divide the number of satisfied responses by the total responses.
  • Multiply by 100 to get the CSAT percentage.

Why is CSAT important?

  • Customer retention: A high CSAT score correlates with customer loyalty. Satisfied customers are more likely to remain loyal to your brand and repeat purchases.
  • Feedback for improvement: CSAT surveys provide direct feedback from customers. Analyzing this feedback helps identify areas where your support team excels or needs improvement.
  • Brand reputation: Satisfied customers are likelier to share their positive experiences with others, enhancing your brand’s reputation. On the other hand, low satisfaction scores can indicate potential issues that need addressing to prevent negative reviews.

2. Net Promoter Score (NPS)

The Net Promoter Score (NPS) measures customer loyalty and their likelihood of recommending your company to others. Unlike CSAT, NPS uses a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.” Customers rating 9 or 10 are Promoters. Those rating 7 or 8 are Passives. Ratings of 6 or below are Detractors. 

Why is NPS important?

  • Customer loyalty: A high NPS indicates a loyal customer base, more likely to make repeat purchases and remain with your company over the long term.
  • Referral potential: Promoters will likely recommend your brand to others, driving new customer acquisition through word-of-mouth marketing.
  • Brand health: NPS is a key indicator of your brand’s overall health and reputation in the market. A high NPS suggests a positive perception of your brand, while a low NPS indicates potential issues that must be addressed.
  • Benchmarking: NPS allows you to compare your performance against industry standards and competitors, providing insights into your current position and areas for improvement.

3. First Call Resolution Rate (FCR)

The First Call Resolution Rate (FCR) measures the percentage of customer issues resolved on the first contact. High FCR is essential for customer satisfaction, as it minimizes the need for follow-up interactions. An FCR rate above 70% is generally considered good, but striving for higher rates can lead to greater customer satisfaction.

4. Average Resolution Time (ART)

Average Resolution Time measures the average duration taken by agents to resolve an inquiry. While efficiency is important, quality should not be compromised when pursuing lower ART. It helps identify bottlenecks and areas where the support process can be streamlined. Monitoring ART on a per-agent basis can highlight individual performance and training needs. An optimal ART balances efficiency and thoroughness, ensuring customers feel their issues are fully addressed.

5. Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for customers to resolve their issues. It is gathered through post-interaction surveys, which ask customers to rate the ease of their experience on a scale, often from 1 to 5. A higher CES indicates that customers find it easy to resolve their issues, contributing to higher satisfaction and loyalty.

6. Customer Retention Rate (CRR)

CRR measures the percentage of customers who continue doing business with your company over a specific period. High retention rates signal effective customer support and foster loyalty.

How do you determine the customer retention rate? 

  • Subtract the number of new customers acquired during the period from the total number of customers at the end of the period.
  • Divide by the total number of customers at the start of the period.
  • Multiply by 100 to get the retention percentage.

customer support efectiveness

Case Study: Customer Support Team in the Travel Industry

A recent case study involving a customer support team in the travel industry illustrates Pexly’s extensive experience in customer support. It also shows how tailored support solutions can significantly improve customer satisfaction and operational efficiency.


A leading travel company faced challenges with its customer support, including high call volumes, long resolution times, and fluctuating customer satisfaction scores. They sought our expertise to optimize their support processes and enhance customer experience.


We assembled a dedicated offshore support team and provided comprehensive training to ensure agents understood the company’s products and services. The team employed various metrics, including CSAT, FCR, and AHT, to monitor performance and identify areas for improvement.

For a detailed exploration of this case study and our results, visit this page.

Improving Customer Support Effectiveness with Pexly

To enhance the above metrics or any other aspects of your customer support, consider leveraging Pexly’s expertise. Pexly specializes in assembling offshore support teams tailored to meet your specific needs. With over ten years of experience, Pexly can help you optimize your customer support processes and achieve better performance metrics.

For a comprehensive article on building an effective customer support team, refer to The Complete Guide to Building a Customer Support Team. This resource provides valuable insights into structuring and managing a customer support team to ensure optimal performance and customer satisfaction.

Why Choose Pexly:

  • Dedicated Agents: Access to skilled agents trained to provide exceptional support.
  • Scalable Solutions: Flexibility to scale your support team as needed.
  • Cost-Effective: Efficient support solutions that help manage operational costs.

Contact us today to learn more about how we can help you improve your customer support and achieve your business goals.

We have this page in your language!

Go to another language