Prøveperiode

Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

research 14 illu

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.

In addition to that, agents take time to resolve the tickets at hand. However, this time varies as each industry has a different average handling time for tickets. For example, the average handling time is 525 seconds for telecommunications, 324 seconds for retail, 282 seconds for business and IT, and 282 seconds for financial services. 

The average ticketing system nets 578 tickets per day, 3,991 per week, and 17,630 per month, equating to over 6,594 working hours. However, not all tickets that land in the system can be resolved. The ratio of opened vs. solved tickets is 2:1. The unresolved tickets contain things like outreach email, spam, promotion, and different irrelevant requests. Moreover, about 10% of help desk tickets are abandoned by the customers that submitted them.

The average company has ten customer support agents and ten customer service departments such as sales, IT, marketing, legal, and billing in terms of workforce. If the help desk is operating on a 24/7 basis, it takes them about 2 hours to respond to a ticket, and if they offer support during regular business hours, it can take up to 24 hours. However, the average speed of answer for open tickets is way slower, averaging at 20.5 hours. In terms of calling and chatting, it takes an average of 10 seconds to reach a live agent. 

#HelpDeskAgent

The average time it takes to reach a live agent is

10 sec.

LiveAgent

#HelpDeskAgents

Support agents use an average of

three

systems to support customers.

LiveAgent

research 5 3systems

#SpeedOfAnswer

The average speed of answer for open tickets is

20.5 hr

LiveAgent

research 14 205hr

#TicketWorkTime

Post-resolution wrap-up work takes

15 minutes on average

LiveAgent

research 14 15minutes

#CSAT

The average global CSAT benchmark that includes all industries is

86%

Geckoboard

research 14 86percent

#TicketTransferRate

The average ticket transfer rate is around

0.5

for companies with a solid help desk system and 1-2 for companies without a help desk.

LiveAgent

research 14 05

#CES

The average customer effort score is

5.5(CES)

Nicereply

#NPS
#HelpDesk

The global average net promoter score (NPS) is

+32

Surveymonkey

#ResponseTime

It takes about two hours to respond to a ticket if

24/7

assistance is provided and 24 hours if there’s an eight-hour support window. 

LiveAgent

research 14 24 7

#ResolutionRate

The overall help desk resolution rate is around

95%

LiveAgent

research 14 95percent

#ResolutionRate

The average net FCR for service desks worldwide is about

74%

Metric Net

research 14 74percent

#ChurnRate

1 in 3

customers will leave a brand they love after just one bad experience.

PWC

research 14 1in3

#RetentionRate

The help desk customer retention rate varies by industry but is typically

60%
to 85%

LiveAgent

research 14 60to85

#HandlingTime

The average handling time

525 seconds

for telecommunications

324 seconds

for retail

282 seconds

for business and IT

282 seconds

for financial services

Freshdesk

#ScheduleAdherence
#Ticketing

Ticketing agent schedule adherence is around

95%

LiveAgent

#NetTickets

Ticketing systems net

 

578 tickets per day

 

3,991 per week

 

17,630 per month

 

LiveAgent

#AbandonmentRate

The abandonment rate for help desk tickets is around

10%

LiveAgent

research 14 10percent

#Helpdesk

An agent typically solves around

40 tickets

per shift.

LiveAgent

research 14 40tickets

#TicketVolume
#WorkingHours

The total help desk ticket volume by working hours is

6,594.2

30 days

#HappinessRating

The average in-signature happiness rating is

9.5/10

LiveAgent

research 14 95from10

#OpenedVsSolvedRatio

The ratio of the number of tickets

open vs. solved

is around 2:1.

LiveAgent

research 14 open vs solved

#Helpdesk

The average number of departments per account is

ten.

LiveAgent

#HelpDeskReps

The average number of reps per company is

10.

30 days

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