Ticketing software is also an asset because it can help you reach customer service benchmarks set by industry leaders. These benchmarks can include average resolution time, customer satisfaction score, net promoter score, average handling time, and other common metrics.
Even though each customer service benchmark is different in each vertical, they’re still good indicators of the service you should be providing.
In general, help desk customer satisfaction statistics indicate that satisfaction is pretty high, with a global customer satisfaction score of 86%. In addition, the average customer effort score is 5.5, and the global average net promoter score is +32. Last but not least, the average agent rating is 9.5 out of 10. These satisfaction scores result from high overall resolution and first contact resolution rates at 95% and 74%, respectively. Help desk customer satisfaction is also reflected through high retention rates, typically ranging from 60-85%. However, remember that despite these high satisfaction rates, 1 in 3 customers won’t hesitate to churn from a brand they love after just one bad experience.
To keep customers satisfied, businesses should stick to schedules and handle tickets quickly and efficiently. According to our research, the benchmark for schedule adherence is 95%. During this time (a standard 8-hour shift), support agents resolve 40 tickets, use an average of 3 different systems to get the information they need, and take about 15 minutes to wrap up any post-resolution tasks. Agents may also spend some time transferring tickets to other agents. Customer service benchmarks indicate that the average ticket transfer rate is around 0.5 for companies with a solid help desk system and 1-2 for companies without such systems in place.
In addition to that, agents take time to resolve the tickets at hand. However, this time varies as each industry has a different average handling time for tickets. For example, the average handling time is 525 seconds for telecommunications, 324 seconds for retail, 282 seconds for business and IT, and 282 seconds for financial services.
The average ticketing system nets 578 tickets per day, 3,991 per week, and 17,630 per month, equating to over 6,594 working hours. However, not all tickets that land in the system can be resolved. The ratio of opened vs. solved tickets is 2:1. The unresolved tickets contain things like outreach email, spam, promotion, and different irrelevant requests. Moreover, about 10% of help desk tickets are abandoned by the customers that submitted them.
The average company has ten customer support agents and ten customer service departments such as sales, IT, marketing, legal, and billing in terms of workforce. If the help desk is operating on a 24/7 basis, it takes them about 2 hours to respond to a ticket, and if they offer support during regular business hours, it can take up to 24 hours. However, the average speed of answer for open tickets is way slower, averaging at 20.5 hours. In terms of calling and chatting, it takes an average of 10 seconds to reach a live agent.
The average time it takes to reach a live agent is
Support agents use an average of
systems to support customers.
The average speed of answer for open tickets is
Post-resolution wrap-up work takes
The average global CSAT benchmark that includes all industries is
The average ticket transfer rate is around
for companies with a solid help desk system and 1-2 for companies without a help desk.
The average customer effort score is
The global average net promoter score (NPS) is
It takes about two hours to respond to a ticket if
assistance is provided and 24 hours if there’s an eight-hour support window.
The overall help desk resolution rate is around
The average net FCR for service desks worldwide is about
customers will leave a brand they love after just one bad experience.
The help desk customer retention rate varies by industry but is typically
The average handling time
for business and IT
for financial services
Ticketing agent schedule adherence is around
Ticketing systems net
578 tickets per day
3,991 per week
17,630 per month
The abandonment rate for help desk tickets is around
An agent typically solves around
The total help desk ticket volume by working hours is
The average in-signature happiness rating is
The ratio of the number of tickets
is around 2:1.
The average number of departments per account is
The average number of reps per company is
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