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.
THE WEEKLY SUPPORT SCORECARD
- Median first response
- 14 min
- p90 · 2h 18m
- Median resolution
- 3h 42m
- waiting time excluded
- Top contact driver
- Shipping · 31%
- −4% vs prior week
- Revenue recovered
- €4,820
- 38 assisted orders
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.