Official POWR Support KPIs

At POWr, we track the following metrics for our Customer Support Specialists:

• Customer satisfaction

  • Average rating (in %) based on customer feedback

• Number of tickets handled

• Number of replies sent 

• Number of replies until resolution 

• Review clicks

• Number of clicks on review links after Support interaction 

• Quality of responses

• 10 tickets per agent per month are given a score of 1 to 10 which defines the monthly score

• If the agent discovered a bug, found an opportunity for automation or product update or did anything else that was exceptional and contributed to the company’s health, they get a +1 and note added to their weekly score

The metrics are understood to be a helpful tool for:

• Internal performance reviews

• Discussions about salaries and promotions

• Evaluating the whole support team’s performance as well as support manager’s performance

• Discovering opportunities #1:

• What can team member x do better? 

• How can the whole team have a satisfaction rating as good as team member y?

• What makes customers happy? 

• Discovering opportunities #2: 

• Which kinds of tickets are especially time-consuming and can be reduced or automated?

• Which proactive initiatives work best in increasing active users and satisfaction?

NOTES:

The Quality Score for tickets is based on the following criteria:

• Is the information given correct? 
• Were all of the user’s questions answered? 
• Is the tone of the email friendly and helpful? 
• Did agent see an opportunity to be proactive and prevent further questions?

 

Agents are not measured against each other. Numbers over time for an individual agent determine whether a supporter is improving. Quality matters more than quantity. For example, if an agent’s number of handled tickets is going up, but their satisfaction score is going down, that is not considered an improvement.