What is a good Support Performance Score?

For First Response Time, a good Support Performance Score is Under 1 hour. Typical performance falls in the 1-4 hours range, and Above 8 hours is considered poor according to Zendesk Customer Experience Trends Report 2025.

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Benchmark

Benchmark Your Customer Support

The average customer support team achieves a CSAT score of 78% with first response times of 4 hours according to Zendesk data. Enter your support metrics to benchmark first response time, resolution time, CSAT, ticket volume, self service rate, and escalation rate.

Last updated: May 2026Maintained by CalcStack

A customer support benchmark evaluates your support function across first response time, resolution time, CSAT score, and ticket volume per agent. First Response Time typically target Under 1 hour. The average customer support team achieves a CSAT score of 78% with first response times of 4 hours according to Zendesk data.

Used in

Industries:For Sales Teams

📊 Your visitors see this on your website. Sales teams embed this tool on their pricing page, prospects calculate their own ROI and arrive at the demo already convinced. See plans →

✓ Built on patterns from Stripe, Typeform, and HubSpot✓ Interactive tools convert 30-50% vs 2-3% for static forms✓ 60-second embed, works on any site

↑ This is exactly what your website visitors see when you embed this tool. The only difference: their results are gated behind an email capture form, and every input is sent to your CRM.

What is Support Performance Score?

A customer support benchmark evaluates your support function across first response time, resolution time, CSAT score, and ticket volume per agent.

The Formula

Score = (Σ Category Scores ÷ Number of Categories) × 100

Worked Example

A SaaS support team: 2-hour first response, 18-hour resolution, 87% CSAT, 42 tickets/agent/day.

First response: 2h vs 4h target = 90/100
Resolution: 18h vs 24h target = 75/100
CSAT: 87/92 target = 95/100
Volume: 42/50 target = 84/100
Overall = (90 + 75 + 95 + 84) ÷ 400 × 100 = 86%

📌 The support team scores 86%, excellent satisfaction with room to improve resolution times.

Why This Matters

Customer retention

A 5% improvement in retention increases profits by 25-95%. Support quality is the primary driver of retention.

Cost efficiency

Each support ticket costs $2-15 to resolve. Reducing volume through self-service saves thousands monthly.

Product feedback

Support tickets reveal product issues before they cause churn. Top companies route trends directly to product teams.

Common Mistakes

❌ Optimizing speed over quality

Fast but unhelpful responses increase repeat contacts. First-contact resolution rate matters more than raw speed.

❌ Ignoring self-service

Investing in help docs and FAQs can deflect 30-40% of tickets at near-zero marginal cost.

❌ Not segmenting by tier

Enterprise customers expect different SLAs than free users. Blended metrics hide poor service to high-value customers.

Industry Benchmarks

Category	Good	Average	Poor
First Response Time	Under 1 hour	1-4 hours	Above 8 hours
CSAT Score	90%+	75-90%	Below 70%
First Contact Resolution	75%+	55-75%	Below 50%

Source: Zendesk Customer Experience Trends Report 2025

Benchmark data sourced from Zendesk Customer Experience Trends Report 2025.

Gartner's 2025 B2B Buying survey found that 75% of B2B buyers prefer a rep-free experience when researching solutions, and sales teams using embedded ROI calculators shortened their average deal cycle by 23% because prospects self-qualify before the first call.

See All Benchmark Tools →

One of the most common mistakes we see when working with clients: optimizing speed over quality. Fast but unhelpful responses increase repeat contacts. First-contact resolution rate matters more than raw speed.

Embed This Benchmark on Your Website

Every visitor who uses your embedded benchmark becomes a qualified lead. Their inputs, results, and business data are captured and sent to your CRM, before you ever pick up the phone.

Lead CaptureCRM IntegrationBranded PDF ReportsIndustry Benchmarks

See Plans & Pricing →Compare Tools

Related Tools

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Customer Experience Score

Customer experience leaders outperform laggards by 80% in revenue growth according to Forrester research. Rate your CX across 10 dimensions including NPS tracking, response time, feedback loops, onboarding quality, and proactive support. Get a score out of 100.

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Support Ticket Cost Calculator

The average B2B support ticket costs $15.56 to resolve according to HDI research. Enter your agent salaries, tool costs, and ticket volume to calculate your true cost per ticket. Benchmark against industry averages and identify opportunities to reduce cost while maintaining quality.

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Net Promoter Score Calculator

Companies with an NPS above 50 grow 2.5 times faster than competitors according to Bain research. Enter your survey responses to calculate your Net Promoter Score instantly. See the breakdown of promoters, passives, and detractors and benchmark your NPS against industry averages.

🎯

Benchmark Your Sales Team

The average sales rep makes 52 calls per day but only 17% reach a prospect according to Salesloft data. Enter your team metrics to benchmark win rate, deal size, cycle length, pipeline coverage, quota attainment, and lead response time against industry averages.

🤝

Partnership Readiness Score

Strategic partnerships drive 28% of total revenue for high growth companies according to Accenture research. Score your partnership readiness across 10 areas including audience alignment, revenue models, technical integration, legal framework, metrics, and exit strategy.

🚧

Sales Bottleneck Poll

Salesforce State of Sales 2025 found that 67% of reps say at least one stage of their pipeline is the constant choke point, most commonly discovery or proposal. Vote in this two question peer poll to see where other sales teams identify their bottleneck and how your stack ranks against the peer median.

Frequently Asked Questions

What is a good first response time?

Under 1 hour for email, under 5 minutes for chat. Industry average is 4-12 hours for email.

What CSAT score should I target?

80-85% is average. Above 90% is excellent. Below 70% indicates systemic service issues.

Where does the support benchmark data come from?

Benchmarks are sourced from Zendesk CX Trends 2025, Intercom Customer Service Trends, and HDI Support Center Practices covering 10,000+ support teams.

What is a good first response time for customer support?

Under 1 hour for email and under 5 minutes for live chat according to Zendesk CX Trends 2025 data. The industry average is 4-12 hours for email support. Each self-service resolution costs $0.10 versus $8-15 for agent-handled tickets so investing in help documentation and chatbots dramatically reduces support costs.

What ticket volume per 1,000 customers is normal?

50-100 tickets per 1,000 customers monthly is average for SaaS. Below 30 indicates strong product UX. Above 150 suggests product quality or onboarding issues.

How do I reduce resolution time?

Implement canned responses for common issues (40% of tickets), build a knowledge base (deflects 20-40% of tickets), and give agents decision-making authority to avoid escalations.

What self-service rate should I target?

40-60% of issues should be resolved via self-service (help docs, FAQ, chatbot). Top performers achieve 70%+. Each self-service resolution costs $0.10 vs $8-15 for agent-handled tickets.

Why measure customer experience?

Companies with strong CX see 5-10% higher revenue growth and 15-25% lower churn.

See the full answer on Customer Experience Score

What costs are included in the support ticket cost calculator?

Agent time per ticket (average handle time multiplied by fully loaded hourly rate), helpdesk and knowledge base tooling, quality and training overhead, and management supervision to produce a true cost per ticket by channel.

See the full answer on Support Ticket Cost Calculator

What is NPS?

A metric for customer satisfaction and loyalty...

See the full answer on Net Promoter Score Calculator

What is a good B2B win rate?

20-30% is average for B2B.

See the full answer on Benchmark Your Sales Team

What makes a partnership successful?

Audience alignment, mutual financial benefit, dedicated resources on both sides, and shared success metrics.

See the full answer on Partnership Readiness Score

🎧

Benchmark

Benchmark Your Customer Support

Last updated: May 2026Maintained by CalcStack

Used in

Industries:For Sales Teams

📊 Your visitors see this on your website. Sales teams embed this tool on their pricing page, prospects calculate their own ROI and arrive at the demo already convinced. See plans →

✓ Built on patterns from Stripe, Typeform, and HubSpot✓ Interactive tools convert 30-50% vs 2-3% for static forms✓ 60-second embed, works on any site

↑ This is exactly what your website visitors see when you embed this tool. The only difference: their results are gated behind an email capture form, and every input is sent to your CRM.

What is Support Performance Score?

A customer support benchmark evaluates your support function across first response time, resolution time, CSAT score, and ticket volume per agent.

The Formula

Score = (Σ Category Scores ÷ Number of Categories) × 100

Worked Example

A SaaS support team: 2-hour first response, 18-hour resolution, 87% CSAT, 42 tickets/agent/day.

First response: 2h vs 4h target = 90/100
Resolution: 18h vs 24h target = 75/100
CSAT: 87/92 target = 95/100
Volume: 42/50 target = 84/100
Overall = (90 + 75 + 95 + 84) ÷ 400 × 100 = 86%

📌 The support team scores 86%, excellent satisfaction with room to improve resolution times.

Why This Matters

Customer retention

A 5% improvement in retention increases profits by 25-95%. Support quality is the primary driver of retention.

Cost efficiency

Each support ticket costs $2-15 to resolve. Reducing volume through self-service saves thousands monthly.

Product feedback

Support tickets reveal product issues before they cause churn. Top companies route trends directly to product teams.

Common Mistakes

❌ Optimizing speed over quality

Fast but unhelpful responses increase repeat contacts. First-contact resolution rate matters more than raw speed.

❌ Ignoring self-service

Investing in help docs and FAQs can deflect 30-40% of tickets at near-zero marginal cost.

❌ Not segmenting by tier

Enterprise customers expect different SLAs than free users. Blended metrics hide poor service to high-value customers.

Industry Benchmarks

Category	Good	Average	Poor
First Response Time	Under 1 hour	1-4 hours	Above 8 hours
CSAT Score	90%+	75-90%	Below 70%
First Contact Resolution	75%+	55-75%	Below 50%

Source: Zendesk Customer Experience Trends Report 2025

Benchmark data sourced from Zendesk Customer Experience Trends Report 2025.

Gartner's 2025 B2B Buying survey found that 75% of B2B buyers prefer a rep-free experience when researching solutions, and sales teams using embedded ROI calculators shortened their average deal cycle by 23% because prospects self-qualify before the first call.

See All Benchmark Tools →

One of the most common mistakes we see when working with clients: optimizing speed over quality. Fast but unhelpful responses increase repeat contacts. First-contact resolution rate matters more than raw speed.

Embed This Benchmark on Your Website

Every visitor who uses your embedded benchmark becomes a qualified lead. Their inputs, results, and business data are captured and sent to your CRM, before you ever pick up the phone.

Lead CaptureCRM IntegrationBranded PDF ReportsIndustry Benchmarks

See Plans & Pricing →Compare Tools

Related Tools

⭐

Sales Bottleneck Poll

Frequently Asked Questions

What is a good first response time?

Under 1 hour for email, under 5 minutes for chat. Industry average is 4-12 hours for email.

What CSAT score should I target?

80-85% is average. Above 90% is excellent. Below 70% indicates systemic service issues.

Where does the support benchmark data come from?

Benchmarks are sourced from Zendesk CX Trends 2025, Intercom Customer Service Trends, and HDI Support Center Practices covering 10,000+ support teams.

What is a good first response time for customer support?

What ticket volume per 1,000 customers is normal?

50-100 tickets per 1,000 customers monthly is average for SaaS. Below 30 indicates strong product UX. Above 150 suggests product quality or onboarding issues.

How do I reduce resolution time?

Implement canned responses for common issues (40% of tickets), build a knowledge base (deflects 20-40% of tickets), and give agents decision-making authority to avoid escalations.

What self-service rate should I target?

40-60% of issues should be resolved via self-service (help docs, FAQ, chatbot). Top performers achieve 70%+. Each self-service resolution costs $0.10 vs $8-15 for agent-handled tickets.

Why measure customer experience?

Companies with strong CX see 5-10% higher revenue growth and 15-25% lower churn.

See the full answer on Customer Experience Score

What costs are included in the support ticket cost calculator?

See the full answer on Support Ticket Cost Calculator

What is NPS?

A metric for customer satisfaction and loyalty...

See the full answer on Net Promoter Score Calculator

What is a good B2B win rate?

20-30% is average for B2B.

See the full answer on Benchmark Your Sales Team

What makes a partnership successful?

Audience alignment, mutual financial benefit, dedicated resources on both sides, and shared success metrics.

See the full answer on Partnership Readiness Score

Benchmark Your Customer Support

What is Support Performance Score?

The Formula

Worked Example

Why This Matters

Customer retention

Cost efficiency

Product feedback

Common Mistakes

❌ Optimizing speed over quality

❌ Ignoring self-service

❌ Not segmenting by tier

Industry Benchmarks

Related Tools

Customer Experience Score

Support Ticket Cost Calculator

Net Promoter Score Calculator

Benchmark Your Sales Team

Partnership Readiness Score

Sales Bottleneck Poll

Frequently Asked Questions

Related Questions

Benchmark Your Customer Support

What is Support Performance Score?

The Formula

Worked Example

Why This Matters

Customer retention

Cost efficiency

Product feedback

Common Mistakes

❌ Optimizing speed over quality

❌ Ignoring self-service

❌ Not segmenting by tier

Industry Benchmarks

Related Tools

Customer Experience Score

Support Ticket Cost Calculator

Net Promoter Score Calculator

Benchmark Your Sales Team

Partnership Readiness Score

Sales Bottleneck Poll

Frequently Asked Questions

Related Questions