Customer Support Benchmarks for SaaS

Great support reduces churn and drives word-of-mouth growth. These benchmarks help you evaluate and improve your support operation.

Response Time Benchmarks

Customer expectations for response times vary by channel. Live chat (first response): < 1 minute · Email (first response): < 4 hours (< 1 hour is great) · Social media: < 1 hour · Phone: < 2 minutes hold time

Resolution Metrics

How quickly issues are fully resolved matters more than first response time. First contact resolution rate: 65-80% (target) · Average resolution time: 4-12 hours · Ticket reopens: < 5% of resolved tickets · Escalation rate: 10-20% of tickets

Satisfaction & Staffing

CSAT, NPS, and staffing ratios for SaaS support teams. CSAT target: > 90% · Support NPS: > 50 · Tickets per agent per day: 20-40 · Customers per support agent: 200-500 (SMB), 50-100 (Enterprise)

Related

• All benchmarks
• Glossary: NPS
• Glossary: Churn Rate