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 time it takes to reach a help desk agent
The average time it takes to reach a live agent is
Number of systems help desk agents use
Support agents use an average of
systems to support customers.
Average help desk speed of answer
The average speed of answer for open tickets is
Average after ticket work time for help desk agents
Post-resolution wrap-up work takes
15 minutes on average
Help desk CSAT
The average global CSAT benchmark that includes all industries is
Average help desk ticket transfer rate
The average ticket transfer rate is around
for companies with a solid help desk system and 1-2 for companies without a help desk.
Help desk CES
The average customer effort score is
Help desk NPS
The global average net promoter score (NPS) is
Help desk first response time
It takes about two hours to respond to a ticket if
assistance is provided and it takes 24 hours if there’s an eight-hour support window.
Help desk overall resolution rate
The overall help desk resolution rate is around
Help desk first contact resolution rate
The average net FCR for service desks worldwide is about
Help desk churn rate
1 in 3
customers will leave a brand they love after just one bad experience.
Help desk retention rate
The help desk customer retention rate varies by industry but is typically
Average help desk handling time
The average handling time
for business and IT
for financial services
Help desk agent schedule adherence
Ticketing agent schedule adherence is around
Help desk net tickets
Ticketing systems net
578 tickets per day
3,991 per week
17,630 per month
Help desk ticket abandonment rate
The abandonment rate for help desk tickets is around
Help desk support tickets solved
An agent typically solves around
Help desk ticket volume by working hours
The total help desk ticket volume by working hours is
Help desk in signature ticket happiness ratings
The average in-signature happiness rating is
Help desk ticket opened vs. solved ratio
The ratio of the number of tickets
open vs. solved
is around 2:1.
Average number of departments per help desk
The average number of departments per account is
Average help desk reps per company
The average number of reps per company is