10 Customer Support KPIs Every Team Should Track in 2026
The essential support metrics: CSAT, NPS, CES, FCR, TTR, deflection rate, and how to use each one to improve your team performance.
In brief
What to know first
The essential support metrics: CSAT, NPS, CES, FCR, TTR, deflection rate, and how to use each one to improve your team performance.
This article is part of the ai customer support cluster and connects the topic to the most relevant Octobot resources.
The 10 Essential Support KPIs
- CSAT (Customer Satisfaction): targets >85%. NPS (Net Promoter Score): targets >50. CES (Customer Effort Score): targets <3. FCR (First Contact Resolution): targets >75%. TTR (Time to Resolution): track by severity. Deflection Rate: targets >30%. First Response Time: targets <1hr email, <30s chat. Cost per Ticket: track monthly. Ticket Volume: track trends. Agent Satisfaction: don't forget your team.
How to Use KPIs Without Burning Out Your Team
Pick 3-5 KPIs max. Share them transparently with the team. Use them for coaching, not punishment. Review monthly, adjust quarterly. Celebrate wins when targets are met.
Editorial method
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