Support Response and Resolution Benchmarks

To maximize customers’ Support Experiences you must completely resolve their issue within their expected timeframe.

This research report provides in-depth insights about support case resolution benchmarks and performance. The report provides definitions, industry performance levels and customer expectations with an analysis to illustrate how response and resolution affects the Support Experience.

This report offers the following insights:

• Definition of Key Support Response and Resolution Metrics.
• Insights on how each metric varies by Phone, Chat, e-Mail and Web Case submission.
• Time to Acknowledge Benchmarks.
• Response Benchmarks.
• Resolution Benchmarks.
• Customer Expectations for Response and Resolution Timeframes.
• Analysis of how Response and Resolution affect the Support Experience.