KPIs for Product Managers

KPIs for Product Managers: customer support satisfaction

As a product manager, understanding customer support satisfaction is crucial for the success of your product.

As a product manager, you're likely familiar with the concept of Key Performance Indicators (KPIs). These valuable metrics help you and your team understand how your product is performing in the market and identify areas for improvement. While there are many KPIs to choose from, one area that is often overlooked is customer support satisfaction. In this article, we'll explore why customer support satisfaction is an important metric for product managers, the key metrics you should be tracking, and how to integrate these KPIs into your product management strategy.

Understanding the Importance of Customer Support Satisfaction

Customer support satisfaction is an important metric for product managers because it closely ties to customer loyalty. When a customer has a positive experience with your customer support team, they are more likely to continue using your product and recommend it to others. Conversely, if a customer has a negative experience, they may become frustrated with your product and move on to a competitor.

It's essential to note that customer support satisfaction is not just about fixing problems. It's also about creating a positive experience for your customers. When customers feel heard and valued, they are more likely to have a positive perception of your brand, even if they encounter issues with your product.

Additionally, tracking customer support satisfaction can help you identify areas where your product may be falling short and how your team can improve. By gaining insights into the pain points customers are experiencing from customer support interactions, you can address those underlying issues, leading to a better overall product experience.

The role of customer support in product management

While customer support may seem like a separate function from product management, the truth is that the two are closely intertwined. Customer support teams are often the frontline of customer feedback, and they're able to identify patterns in customer behavior and common pain points. By working closely with your customer support team, you can gain valuable insights into how your product is being used and where it needs improvement.

Additionally, customer support teams can provide valuable feedback on new features or products that you're considering launching. By getting their input early on in the development process, you can ensure that you're creating a product that meets the needs of your customers.

Why customer satisfaction matters for product managers

Customer satisfaction is a critical component of customer loyalty. When your customers are satisfied with your product and support, they are more likely to stay with you and recommend your product to others. On the other hand, dissatisfied customers are more likely to churn and talk negatively about your brand, damaging your reputation and ultimately impacting your bottom line.

Tracking customer support satisfaction can help you proactively address issues before they become major problems. By regularly surveying your customers and monitoring customer support interactions, you can identify trends and areas for improvement. This can help you make data-driven decisions that improve the overall customer experience and drive customer loyalty.

Ultimately, customer support satisfaction should be a top priority for product managers. By prioritizing customer satisfaction and working closely with your customer support team, you can create a better product and build a loyal customer base.

Key Customer Support Satisfaction Metrics

As a business owner, you know that customer support satisfaction is a critical metric that can make or break your business. When customers are satisfied with the level of support they receive, they are more likely to remain loyal to your brand, make repeat purchases, and recommend your products or services to others. On the other hand, poor customer support can lead to frustration, negative reviews, and lost business.

But how do you measure customer support satisfaction? In this article, we'll explore the specific performance indicators you should be tracking to measure it.

First Response Time (FRT)

The first response time (FRT) measures how long it takes for a customer support agent to respond to a customer's initial inquiry. This metric is important because it directly impacts the customer's perceived level of support and their satisfaction with the resolution of their issue.

It's important to note that FRT doesn't necessarily measure the time it takes to resolve the issue. Instead, it measures the time it takes for the customer to receive an initial response from the support team. A long FRT can lead to frustration and dissatisfaction, while a quick response can instill confidence and foster positive feelings towards the brand.

According to industry benchmarks, an FRT of under one hour is considered good, while an FRT of less than 15 minutes is considered excellent.

Average Handle Time (AHT)

The average handle time (AHT) measures the average length of interactions between customer support agents and customers. This metric is important because it can help identify inefficiencies in the customer support process.

A long AHT may indicate that agents are struggling to provide effective support, leading to increased frustration for customers. On the other hand, a short AHT may suggest that agents are providing rushed and incomplete support. It's important to find a balance between providing thorough support and resolving issues in a timely manner.

Customer Satisfaction Score (CSAT)

The customer satisfaction score (CSAT) is a direct measure of how satisfied customers are with their interactions with customer support teams. Typically, customers are asked to rate their satisfaction on a scale of 1-5, with a score of 5 representing the highest level of satisfaction.

This KPI provides an easy way to measure overall customer satisfaction and identify areas for improvement. By analyzing customer feedback and identifying common themes, you can make targeted improvements to your support process and increase customer satisfaction.

Net Promoter Score (NPS)

The Net Promoter Score (NPS) measures the likelihood of a customer to recommend your product or brand to others. By asking customers how likely they are to recommend your product to friends or colleagues, you can identify brand advocates and pinpoint areas where your product may be lacking.

A high NPS score indicates a strong likelihood of customer advocacy, while a low score may suggest that your brand needs improvement. By focusing on improving customer support and addressing common pain points, you can increase your NPS score and turn satisfied customers into brand advocates.

Customer Effort Score (CES)

The customer effort score (CES) measures how easy or difficult it was for a customer to get their issue resolved. This KPI can help you identify areas where your support process may be too complicated or frustrating for customers.

By streamlining the support process and reducing customer effort, you can improve satisfaction and loyalty. This can be achieved by providing clear and concise instructions, simplifying your support channels, and empowering your support team to resolve issues quickly and effectively.

In conclusion, tracking these key customer support satisfaction metrics can help you identify areas for improvement and increase customer satisfaction. By providing timely and effective support, you can build customer loyalty, increase brand advocacy, and ultimately drive business growth.

Setting and Tracking KPIs for Customer Support Satisfaction

Now that we've explored the key metrics for customer support satisfaction, it's time to look at how to set targets and track progress over time.

Customer support satisfaction is a critical component of any business, as it directly impacts customer retention and loyalty. By setting and tracking key performance indicators (KPIs) for customer support satisfaction, businesses can ensure they are meeting the needs and expectations of their customers.

Establishing benchmarks and targets

The first step in setting targets for customer support satisfaction KPIs is to establish a benchmark. This can be based on industry standards or your own historical data. It's important to ensure that your benchmark is relevant and reflective of your customer base. From there, you can set targets for improvement, aiming for incremental improvements over time.

For example, if your benchmark for customer support satisfaction is currently at 80%, you may set a target of 85% for the next quarter. This allows you to track your progress and ensure that you are continually improving.

Monitoring and analyzing performance

Once you've established targets, it's important to track your progress over time. This means closely monitoring KPIs, taking note of trends and patterns, and identifying any areas where performance is falling short.

By analyzing performance data, you can develop a deeper understanding of customer needs and preferences, allowing you to improve your product and support processes. For example, if you notice that customers are frequently contacting support with the same issue, you may want to consider updating your product or providing additional resources to address the issue.

Identifying areas for improvement

When analyzing KPIs, it's important to identify areas where performance is lacking. By drilling down into specific metrics, you can identify the root causes of issues and develop action plans for improvement.

This may mean investing in additional training for support agents to improve their skills and knowledge, streamlining support processes to reduce wait times and improve efficiency, or addressing product defects that are causing customer frustration.

Implementing changes and measuring impact

Once you've identified the areas for improvement and developed a plan of action, it's time to implement changes and measure their impact. This may mean conducting surveys or focus groups to gather feedback from customers, tracking KPIs over time, and analyzing performance data to determine whether the changes are having the desired effect on customer support satisfaction.

By continually monitoring and analyzing KPIs for customer support satisfaction, businesses can ensure they are meeting the needs and expectations of their customers, leading to increased loyalty and retention.

Integrating Customer Support Satisfaction KPIs into Product Management

Now that we've explored the importance of customer support satisfaction and the key metrics to track, it's time to look at how to integrate these KPIs into your larger product management strategy.

Aligning customer support goals with product objectives

One way to integrate customer support satisfaction KPIs into product management is to ensure that your support team's goals align with your product objectives. By ensuring that these goals are aligned, you can help your team focus on the areas that will have the greatest impact on product success.

Collaborating with customer support teams

As we mentioned earlier, customer support is a critical component of product management. By working closely with your customer support team, you can gain valuable insights into customer needs, preferences, and pain points. This information can help you prioritize product improvements and make data-driven decisions that lead to better product experiences.

Incorporating customer feedback into product development

Finally, it's important to incorporate customer feedback into your product development process. This means actively soliciting feedback from customers, analyzing that feedback to identify patterns and themes, and integrating that feedback into your development roadmap.


Customer support satisfaction may not be the first KPI that comes to mind for product managers, but it's a critical component of customer loyalty and product success. By tracking key customer support satisfaction metrics, setting targets for improvement, and integrating these KPIs into your product management strategy, you can improve overall customer satisfaction and provide a better product experience for your customers.