Industries
Here is a benchmark of the main support metrics based on Gorgias user data from the industry.
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Key support metrics
First response time
Resolution time
Satisfaction score
Customer support channels
Avg ticket distribution per channel
% Brands using channels
Support performance by channel
Email
Live Chat
SMS
Phone
11.2
hrs
First Response Time
24.1
hrs
Resolution Time
4.5
/5
Satisfaction Score
1.4
hrs
First Response Time
17.6
hrs
Resolution Time
3.0
/5
Satisfaction Score
2.7
hrs
First Response Time
15.1
hrs
Resolution Time
4.3
/5
Satisfaction Score
1.2
hrs
First Response Time
14.2
hrs
Resolution Time
/5
Satisfaction Score