KPI'er
i kundeservice
De vigtigste KPI'er til at måle og forbedre jeres kundeservice
You can't improve what you don't measure
KPIs aren't just numbers on a dashboard. They're your compass – they tell you whether you're moving in the right direction. But only if you measure the right things.
Too many customer service teams drown in data without getting any wiser. It's not about measuring everything, but about measuring what matters – for your customers, your team, and your business.
Here are the KPIs we recommend starting with.
The most important KPIs
Six key metrics that give you an honest picture of your customer service
Customer Satisfaction
Measures: Customer satisfaction after a specific interaction
The most direct measure of whether the customer got the help they needed. Gives you a snapshot of quality.
Net Promoter Score
Measures: Customer loyalty and willingness to recommend you
Shows the long-term relationship – not just the individual case. A strong indicator of customer retention.
First Reply Time
Measures: Time from the customer reaching out to your first reply
A quick first reply signals that you take the enquiry seriously. Has a marked impact on CSAT.
Average Handle Time
Measures: Average time spent resolving a case
Helps you understand complexity and efficiency – but be careful not to optimise blindly for speed.
First Contact Resolution
Measures: Share of cases resolved at first contact
The most important quality indicator. Customers who have to write again are rarely satisfied.
Pending cases
Measures: Number of unresolved cases in the queue
Gives you an overview of capacity and pressure. A growing backlog is an early warning sign.
KPI pitfalls
Four mistakes we see again and again – and that are easy to avoid
Measuring too much
When you track 20+ KPIs, you lose focus. No one can act on 20 numbers at once. Pick 4-6 key metrics and make them your steady compass.
Optimising for speed at the expense of quality
Lower AHT isn't always better. If agents rush to close cases, FCR and CSAT drop. Speed without quality just creates more enquiries.
Forgetting employee satisfaction
Your customer service is only as good as the people delivering it. If the team is under pressure, stressed, or demotivated, no KPI can save you.
Missing the context behind the numbers
A drop in CSAT can be down to a product issue, not poor service. Numbers without context lead to the wrong decisions. Always dig a little deeper.
How Zendesk helps
The tools that make it easy to measure, understand, and act on your KPIs
Custom dashboards
Build tailored dashboards that show exactly the KPIs your team needs – without noise or unnecessary numbers. Each role sees what is relevant to them.
Real-time analytics
Follow your key metrics in real time. See queue status, reply times, and satisfaction live – so you can react straight away, not next week.
AI-driven insights
Zendesk AI spots patterns you would otherwise miss. Automatic suggestions for improvements based on your data, trends, and benchmark comparisons.
Automated reports
Set up reports that are sent automatically to the right people. Weekly, monthly, or as needed – so everyone has an overview without manual work.
We help you measure what matters
At Available, it's not about setting up as many graphs as possible. It's about finding the 4-6 KPIs that actually move your business forward – and building a setup in Zendesk that makes them easy to follow.
We help you define targets, set up dashboards, and build a culture where data is used to learn and improve – not to control. Because the best customer service teams measure to get better, not to report upwards.
Explore more
Related pages to help you move forward
Want a better overview of your customer service?
Let's have a chat about how you can use KPIs to drive real improvement – not just produce pretty reports.
Contact us now