The Support Metrics Glossary

Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction — typically a support conversation. It i…

DSAT (Dissatisfied Customer Score) measures the percentage of support interactions that resulted in a negative customer rating. It is the in…

Internal Quality Score (IQS) is a QA metric that measures how well support conversations meet your team's internal standards — tone, accurac…

First Response Time (FRT) measures the time between when a customer submits a support request and when they receive the first substantive re…

Median First Reply Time is the middle value when all first reply times for a period are sorted from shortest to longest. If you have 101 con…

Time to Close (also called Resolution Time) measures the total duration from when a customer opens a support conversation to when it is mark…

Resolution Rate measures the percentage of support conversations that are successfully resolved within a defined period or on the first cont…

Reopen Rate measures the percentage of support conversations that were closed and then reopened by the customer within a defined window (usu…

Net Promoter Score (NPS) measures customer loyalty by asking a single question: "How likely are you to recommend [product/company] to a frie…

Customer Effort Score (CES) measures how easy it was for a customer to get their issue resolved. It is typically measured by asking: "How ea…