METRICS · 8 MIN READ · JUL 2026

The only 4 support metrics an e-commerce team needs

Dashboards love to show twenty numbers. On the floor, four are enough: how fast you answer first, how fast you resolve, what people write in about, and what support hands back to revenue.

1 · Median first response. Averages hide disasters — medians don’t. If your median is 14 minutes but your p90 is 6 hours, your night shift is the story.

2 · Resolution time. Count from first inbound to resolved, and stop the clock while you wait on the customer. Anything else punishes honesty.

3 · Contact driver rate

Group every conversation into a short, stable list of reasons: shipping, returns, sizing, payments and product questions. Track the share, not just the count. A sudden rise in “address change” is an operations problem before it is a support problem.

4 · Revenue recovered

Support creates value when it saves an order, avoids an unnecessary refund or helps a customer choose the right product. Attribute the action conservatively and report the value separately from ticket volume.

Start with four. Earn the fifth.

If a number does not change a staffing decision, a workflow, or a customer policy, it does not belong on the weekly scorecard. Add metrics only when the team can name the action they trigger.