Support Metrics & KPIs: The Complete Guide

This overview is a placeholder while the full guide is in progress. It brings together the metrics that matter most for measuring customer support performance: self-service rate, deflection rate, containment rate, and ticket volume. Each one is covered in its own complete guide below.

What this guide covers

Support metrics fall into two broad groups: metrics that measure how much support your team is handling, and metrics that measure how well customers are helping themselves. The guides in this section walk through both, including formulas, current benchmarks, and the strategies that move each number.

Guides in this section

• Self-Service Rate: The Complete Guide
• Deflection Rate: The Complete Guide
• Containment Rate: The Complete Guide
• How to Reduce Support Ticket Volume
• Self-Service vs. Deflection vs. Containment Rates