5 metrics to measure customer satisfaction

  • First response time
  • Average response time
  • Open vs closed tickets
  • Number of overdue tickets
  • Decrease in escalated tickets
  • 1. First response time

    The time taken to post the first response to a customer's request. A low first response time shows that your team is quickly noticing and acting on tickets. On the other hand, a high response time can make the customer impatient. It impacts the customers' impression of your service quality and can result in the same customer flooding your team with multiple tickets.

    Zoho Desk Playbook Suite
  • 2. Average response time

    The total average duration of a single customer interaction, including the time taken to connect and follow up on the issue. It's an indicator of how well your team can handle customer communications. Your goal is to keep the average response time low, so your customers don't get frustrated about delays. You can do this by scrutinizing the number, type, and response time of queries, then making a suitable plan of action for each type.

    Zoho Desk Playbook Suite
  • 3. Open vs closed tickets

    When you have more closed tickets than open ones, your team is doing a relatively good job of handling customers' issues. When the customer feels that your team is devoting time and attention to their problems, they'll have a favorable impression of your team.

    Zoho Desk Playbook Suite

    Pro tip

    If you're ready to test out, sign up for a 15-day free trial of Zoho Desk software now. Then walk through the features and explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, Enjoy the easy UI, and then decide which edition you want to buy.

  • 4. Number of overdue tickets

    Increase customer satisfaction by addressing tickets before they're due. Set up SLAs and workflows to help your agents solve problems that are on the verge of being overdue.

    Zoho Desk Playbook Suite
  • 5. Decrease in escalated tickets

    When an agent/team is unable to solve a problem, matters can escalate. Escalations curb your company's reputation. Keep the number of escalations to a minimum, so you can focus on improving your service quality.

    Zoho Desk Playbook Suite

A Beginner-friendly Guide for your businesses

Check out our help desk guide to prepare in more detail and make an informed decision.


industry’s first context-aware help desk software, with multi-channel capabilities that provide smart multi-lingual support.


Trusted by users around the globe, Zoho Desk offers advanced automation, an AI assistant, Zia, a simple and easy UI, real- time analytics, self-service help center, and multiple editions to meet your needs.