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28Mar 13

2 important metrics to benchmark support

To begin with there was only one metric we thought the support team at Clear Books needed to track: customer happiness.

If our customers are happy then that’s all that matters, right? It means our support team are doing a fantastic job.

We developed and publicly displayed customer happiness. You can read more about this in my previous post: ‘What percentage of your customers are happy?’.

We discovered that the main cause of unhappiness is not something our support team can fix. The overwhelming reason for an unhappy customer is that we don’t have a specific features that they have asked for. This means that it is a little unfair to look at happy/unhappy customers as the sole metric for determining whether the support team are doing a good job.

We dug a little deeper and looked at the key reason for customer happiness: a quick response to a question. So we started tracking the average time it takes our support team to respond to a customer during working hours.

The result is that we now look at the two metrics together and publish them both on Our average response time and our happiness rating.

Our support team is always trying to improve both.

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