KPI category
Customer Support KPI Formulas
Customer support KPI formulas for response time, resolution, service quality, customer satisfaction, tickets, and support cost.
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Popular formulas
Common Customer Support KPIs
CSATPositive Responses / Total ResponsesNPS% Promoters - % DetractorsFirst Response TimeTime of First Response - Ticket Created TimeAverage Resolution TimeTotal Resolution Time / Number of Resolved TicketsTicket BacklogOpen Tickets at End of PeriodTicket VolumeNumber of Tickets Created in PeriodFirst Contact ResolutionTickets Resolved on First Contact / Total TicketsEscalation RateEscalated Tickets / Total TicketsCustomer Effort ScoreTotal Effort Score / Number of ResponsesSupport Cost per TicketTotal Support Cost / Number of TicketsSLA Compliance RateTickets Resolved Within SLA / Total TicketsAverage Handle TimeTotal Handle Time / Number of Interactions
All Customer Support KPI formulas
| KPI | Formula | Excel | Tool |
|---|---|---|---|
| CSAT | Positive Responses / Total Responses | =IFERROR(B2/C2,0) | Calculator |
| NPS | % Promoters - % Detractors | =B2-C2 | Calculator |
| First Response Time | Time of First Response - Ticket Created Time | =B2-C2 | Calculator |
| Average Resolution Time | Total Resolution Time / Number of Resolved Tickets | =IFERROR(B2/C2,0) | Calculator |
| Ticket Backlog | Open Tickets at End of Period | =B2 | Calculator |
| Ticket Volume | Number of Tickets Created in Period | =B2 | Calculator |
| First Contact Resolution | Tickets Resolved on First Contact / Total Tickets | =IFERROR(B2/C2,0) | Calculator |
| Escalation Rate | Escalated Tickets / Total Tickets | =IFERROR(B2/C2,0) | Calculator |
| Customer Effort Score | Total Effort Score / Number of Responses | =IFERROR(B2/C2,0) | Calculator |
| Support Cost per Ticket | Total Support Cost / Number of Tickets | =IFERROR(B2/C2,0) | Calculator |
| SLA Compliance Rate | Tickets Resolved Within SLA / Total Tickets | =IFERROR(B2/C2,0) | Calculator |
| Average Handle Time | Total Handle Time / Number of Interactions | =IFERROR(B2/C2,0) | Calculator |
How to use these KPIs
Start with a small set of metrics that connect to decisions. Define each KPI once, document the formula, and reuse the same calculation in Excel, dashboards, and business reports.
Build dashboards faster
Each KPI page includes a plain formula, Excel formula, Power BI DAX measure, calculator, related KPIs, and common mistakes to avoid.