Ticketing benchmarks

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.