What are the most important KPIs to measure for service desk?

What are the most important KPIs to measure for service desk?

10 Essential Service Desk KPIs to Track

• Number of Contacts Handled.
• Call Talk Time and Hold Time.
• Knowledge Sharing.
• Turnaround Time.
• Customer Satisfaction Survey Rating.
• First Call Resolution Rate.
• Cost Per Incident.
• Recurring Incidents.

Which metrics are used to check the performance of service desk?

10 help desk metrics for service desks and internal help desks

• Ticket volume.
• Ticket volume by support channel.
• Support tickets opened vs.
• Ticket distribution.
• Response time.
• Resolution time.
• First contact resolution.
• Backlogs and predicted backlogs.

How do you evaluate a service desk?

The Top 10 IT service desk metrics

1. Average time to resolve tickets.
2. Customer satisfaction with ticket resolution.
3. Abandonment rate (phone)
4. Customer satisfaction with support overall.
5. Average number of tickets resolved per staff member.
6. Average speed to answer (phone)
7. Average talk time (phone)
8. Average handle time (phone)

What are service desk metrics?

Help desk metrics are measurements that allow you to track the performance of your customer support efforts and gauge customer satisfaction, enabling you to effectively adjust your strategy to provide better customer support.

What are service desk metrics and key performance indicators?

What Is a Help Desk KPI? A help desk KPI (or service desk KPI) is a performance metric centered on your business’s customer service and support activities. These KPIs include first response times, issue resolution rates, customer satisfaction levels, and other important consumer-facing metrics.

How do you measure service performance?

9 Metrics for Measuring Customer Service Performance

1. Average Resolution Time.
2. Customer Service Abandonment Rates.
3. Customer Effort Score (CES)
4. Customer Retention Rate.
5. Customer Satisfaction Score (CSAT)
6. First Response Time.
7. Net Promoter Score (NPS)
8. Resolution Rate.

How is service desk performance measured?

The two “foundation metrics” that every Service Desk should track on an ongoing basis are Cost per Contact and Customer Satisfaction. And the final metric, what we call an aggregate metric because it provides an overall measure of Service Desk performance, is the Balanced Score.

What is the KPI for customer service?

Customer Service KPIs are measurable values used by Customer Service Teams to track and determine their progress on specific business objectives. These KPIs help determine how well Customer Service Teams are performing.