Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk support team on track to achieve its goals, but can also indicate the success and failure of your help desk support operations.
But how will you measure the performance of your help desk support team in 2019? In the world of help desk support, the number of KPIs are endless and it can be quite difficult to know exactly what you should be measuring. Here are five top key performance indicators to help track your help desk team performance in 2019.
1. Customer Satisfaction
You may think that your customers are happy, but your customers may think otherwise. Measuring customer satisfaction is not easy, so you’ll need to give your customers a way to rate and review your help desk services, then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill.