Customer Support Benchmarks (2026)
Converge Team
Data-driven benchmarks for every customer support KPI. Compare your team's performance against industry standards, find improvement opportunities, and set realistic targets.
Speed & Responsiveness
Response Time
12 min (chat), 12 hr (email)
Global average • 15 industries
First Response Time
1.5 min (chat), 8 hr (email)
Global average • 15 industries
Resolution Time
24 hr
Global average • 15 industries
Handle Time
8 min
Global average • 15 industries
Customer Satisfaction
CSAT Score
78%
Global average • 15 industries
NPS Score
+32
Global average • 15 industries
Customer Effort Score
4.2
Global average • 15 industries
Efficiency & Cost
Ticket Volume
400 per agent/month
Global average • 15 industries
Cost Per Ticket
$7
Global average • 15 industries
Agent Utilization
65%
Global average • 15 industries
Self-Service Rate
25%
Global average • 15 industries
Quality & Operations
First Contact Resolution
72%
Global average • 15 industries
Escalation Rate
18%
Global average • 15 industries
Customer Retention Rate
85%
Global average • 15 industries
Backlog Rate
12%
Global average • 15 industries
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