Which metric is commonly used to measure help desk performance?

The average response time is a key metric for measuring help desk performance because it directly reflects how quickly the support team is able to address customer inquiries and issues. A shorter average response time generally indicates efficient operations and a commitment to timely customer support, which is crucial for maintaining customer satisfaction. When customers reach out for help, they expect a prompt response, and tracking this metric helps organizations identify areas where they can improve efficiency and service levels.

Monitoring average response time can also help help desks manage workload effectively, ensuring that staff are appropriately allocated to handle incoming requests. By keeping this metric in check, organizations can foster a responsive and effective support environment that contributes to overall customer loyalty and satisfaction.

In contrast, while the other options such as customer satisfaction score or the number of tickets resolved are also important metrics, they typically assess outcomes rather than the responsiveness of the service. Staff turnover rate reflects employee stability rather than direct service performance, making average response time a more immediate and actionable metric for evaluating help desk operations.