March 28, 2026
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"If you don't measure it, you can't improve it. And if you don't improve it, your competition is doing it instead."
Customer support KPIs aren't just operational metrics — they're direct indicators of business health. A CSAT of 85% vs. 70% can mean a difference of hundreds of thousands of euros in annual revenue. Here's the complete guide to measuring and optimizing your key metrics.
CSAT
Customer Satisfaction Score
What it is: the percentage of customers who rate their support experience as positive (score 4 or 5 on a 1–5 scale).
Industry standard: 85–90%. How to improve: regular coaching, clear SOPs, measurement at individual agent and team level, and immediate follow-up on negative scores.
FCR
First Contact Resolution
What it is: the percentage of queries resolved on first contact, without escalation or the customer contacting again. Industry standard: 70–75%.
Workanova average: 85%+. Why it matters: every unresolved contact costs twice — once for the first response, once for the follow-up. FCR directly impacts costs and CSAT.
AHT
Average Handle Time
What it is: the average time an agent spends on a single query (including after-call work). Too low an AHT can mean agents are rushing and not solving problems. Too high means inefficiency.
Goal: the optimal balance between speed and quality.
Chat
Response Time
One of the most critical KPIs for live chat.
Workanova standard: under 30 seconds (industry average: 1–2 minutes). This isn't just an operational KPI — it directly impacts conversion and customer satisfaction in real time.
Workanova monthly KPI reports give you full transparency over your team's performance.
Let's talk about what your goals are.
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