Quarterly analysis of technical support performance metrics focusing on service quality, response times, and customer satisfaction to ensure service level agreements are met and identify areas for improvement.
Report Objective
This quarterly review evaluates technical support service quality across key dimensions including ticket volumes, response times, resolution rates, and customer satisfaction. The analysis aims to identify trends, potential issues, and opportunities for service improvement.
Ticket Volume and Response Time Trends
Analysis of daily ticket volumes and response times to assess workload management and service level compliance.
Questions to Consider:
How have ticket volumes trended over the quarter?
Are we meeting our response time targets consistently?
What factors contribute to response time variations?
What are the peak periods for ticket volumes?
Is there a consistent pattern in daily ticket submissions?
How do current volumes compare to capacity planning?
Are response times within acceptable SLA ranges?
What causes spikes in response times?
How do response times correlate with ticket volumes?
Resolution Metrics by Priority Level
Breakdown of resolution times and rates across different priority levels to ensure appropriate handling of critical issues.
Questions to Consider:
How do resolution times vary by priority level?
Are we meeting SLAs for each priority level?
What is the distribution of tickets across priority levels?
How do resolution times compare to SLA targets?
Which priority levels show the most variance in resolution time?
Are there specific categories requiring process improvements?
Customer Satisfaction Trends
Analysis of CSAT and NPS scores to gauge service quality from the customer perspective.
Questions to Consider:
How has customer satisfaction trended over the quarter?
What is the correlation between response times and satisfaction?
Are there specific areas receiving negative feedback?
What is the overall trend in customer satisfaction?
How do satisfaction scores correlate with service metrics?
Are there specific periods of notable satisfaction changes?