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
3.2
hrs
First Response Time
18.4
hrs
Resolution Time
4.6
/5
Satisfaction Score
0.3
hrs
First Response Time
0.5
hrs
Resolution Time
/5
Satisfaction Score
0.3
hrs
First Response Time
13.7
hrs
Resolution Time
4.8
/5
Satisfaction Score
hrs
First Response Time
hrs
Resolution Time
/5
Satisfaction Score
