A small support team does not need dozens of metrics. A few consistent measures can show whether customers receive timely, useful help and where the process needs improvement.
Start with the requirements
Start with first response time, resolution time, unresolved ticket count, repeat-contact rate and customer feedback. Define exactly when each clock starts and stops, and separate business hours from calendar time where appropriate. Segment results by channel or issue type so averages do not hide persistent problems.
Build a repeatable process
Review trends regularly and pair numbers with a sample of actual conversations. A fast reply is not necessarily a good resolution, so avoid rewarding speed alone. Set realistic targets based on current performance and customer expectations, then improve one bottleneck at a time.
Check the latest guidance
Metrics are useful only when collected consistently and interpreted in context. Protect personal information in support records and limit access to authorised staff.