Analyzing service desk KPIs and keeping the most relevant metrics under control can help your company improve performance and understand the strengths and weaknesses of the service.

 

The service desk is one of the most strategic tools for a company. It represents the primary point of contact between the company and the customer. It is essential for listening, collecting, and resolving customer issues.

 

Monitoring the performance of a service desk is useful for optimizing responses to customers and advancing the organization. This is achieved by working on specific service desk KPIs.

 

The best way to measure the appropriate service desk KPIs is to rely on tools like Freshservice, which provide predefined reports of incidents, changes, and assets based on AI and Business Intelligence.

 

Why Is It Important to Monitor Service Desk KPIs?

Having a ready-to-access service desk report helps you monitor the quality of your service and provide better service to your customers. Specifically, the benefits of monitoring service desk KPIs include:

 

1. Greater clarity regarding performance. All your employees will know exactly which data is most relevant and what they should work on to improve.

 

2. Greater responsibility. Knowledge enables employees to take responsibility for improving or changing their approach to achieve a common goal.

 

3. Increased loyalty on two levels: Employee loyalty, as they will feel more involved in company decisions, and customer loyalty, as they will receive better service and be inclined to return for future purchases.

The 5 Most Important Indicators

Speaking of concrete examples, here are the 5 most important service desk KPIs you should monitor:

 

1. Mean Time to Resolution (MTTR): Measures the average time it takes to resolve a ticket. This KPI is important for determining support speed and identifying potential areas for improvement.

 

2. Customer Satisfaction Score (CSAT): Measures customer satisfaction with the service provided by the support team. It is an important metric for evaluating service effectiveness from the customer’s perspective and identifying any deficiencies that need to be addressed.

 

3. First Contact Resolution (FCR): Measures the percentage of tickets resolved during the first contact with the customer. The higher this percentage, the more efficient the customer support service.

 

4. SLA Compliance (Service Level Agreement): Determines the resolution of incidents/problems within the parameters of the associated SLA.

 

5. Number of Tickets Opened and Closed: Measures the number of tickets opened and closed within a specified time period. Checking this number is useful for understanding workload balance within the team and ensuring there are enough resources to handle customer requests.

 

How Does Freshservice Help Improve Your Service Desk Performance?

Freshservice is the best tool for monitoring service desk KPIs and obtaining specific reports on activity progress. This is because Freshservice offers customized reports of all service desk data, allowing you to improve the quality of your results and make specific decisions.

 

Some of the most interesting features of Freshservice include:

 

• The ability to receive customized reports of incidents, changes, and assets periodically, so you can stay up-to-date on service desk KPIs.
• Investment planning through real-time report visualization.
• Sharing detailed reports with every team member involved in the service desk optimization process.
• The ability to minimize risks and disruptions in operations with precise data from individual modules.
• Automations and smart dashboards for interactive data visualization.

 

By having access to all your service desk data at all times, you can compare them over time and optimize aspects that show deficiencies to turn them into strengths. For more information on the benefits of Freshservice, start with a free personalized consultation.