Software support KPIs

Goncalo Pereira

Hello,

as we reach the end of calendar year 2024, a year packed with changes and new trends in the industry, i would like to ask what are for you the most relevant customer support KPIs to take into consideration in 2025 for an organization that handles support cases related to SW products the company sells to its customers.

My question is more to look beyond the usual "suspects" like Case Response, Resolution and Fix SLO/a.

Thank you in advance for you answers and wish you all happy holidays.

Regards,

Goncalo Pereira