Category: Cost to Serve Metrics

First Contact Resolution (FCR) is a customer support metric that measures the percentage of customer issues resolved during the first interaction, without the need for follow-ups, escalations, or additional support tickets. It is one of the strongest indicators of efficient customer service and high customer satisfaction. A high FCR rate typically means customers are getting…

Average Resolution Time (ART) is a customer support metric that measures how long it takes, on average, for a company to fully resolve a customer issue from the moment it is first reported. Unlike First Response Time, which measures the initial reply, ART focuses on the complete time to solve the problem. A lower Average…

First Response Time (FRT) is a customer service metric that measures how long it takes for a business to respond to a customer’s initial inquiry or support request. It is one of the most important indicators of customer experience because it reflects how quickly a company acknowledges and begins addressing customer needs. A lower FRT…