What are tickets per customer?
Definition: Tickets per customer is a metric that measures the average number of tickets submitted by individual customers over a period of time.
It tells businesses how many tickets they can expect from each customer in their customer base, helping them make better decisions in their support efforts.
How to calculate tickets per customer?
Tickets per customer are calculated for a time period, usually months, quarters, or years.
It is calculated by dividing the number of support tickets received per period by the number of unique customers who submitted a ticket.
Note: Customers who submitted more than one ticket count as one unique customer.
Tickets Per Customer = Number of Tickets Received / Number of Unique Customers Interactions
Example:
A support team received 600 tickets in the past month. They had customers with repeated ticket submissions, and the total number of customers supported over the month was 230.
TPC = 600 / 230
TPC = 2.6 is the average number of tickets an individual customer submits monthly.
What can we understand from analyzing tickets per customer metric?
There are five key insights businesses can get from analyzing TPC:
- Analyzing the movement of TPC reveals the effectiveness of new support strategies a business has implemented. A lower TCP trend indicates the new strategy is working, and the business can fully implement it.
- Product updates can affect TPC and indicate if the feature is hard or easy for customers to understand and if it presents new technical issues that they run into.
- By sorting TCP into different categories associated with technical issues, payment difficulties, and customer experience tickets… businesses can get a better idea of what customers need help with the most and work on improving those areas.
- By analyzing TPC in specific periods like feature launches, marketing campaigns, or seasonal fluctuations, businesses can gain insight into how they affect the volume of tickets and organize their support resources in advance.
- A higher TPC can predict future churn in the customer base for the period after its measurements, while a lower TPC indicates the satisfaction of customers and loyalty.
What are the industry benchmarks for tickets per customer?
Financial services: 0.86
Technology: 1.38
Business services: 0.89
Healthcare: 0.81
SaaS: 0.42
E-commerce: 0.17
TPC benchmarks vary on many factors, like the size of the support team, the complexity of their product/service, and the business model.
Support teams must set their own benchmarks according to industry standards and their current situations and work on lowering their TPC.H2: FAQs
H3: What does the term "tickets per customer" mean in customer support?
It refers to the number of tickets customer support receives from one customer and is used to calculate the average number of tickets customer support can expect from its customers.
H3: Why is it important to monitor tickets per customer?
Tickets are the primary unit of measurement in customer support. Monitoring TPC helps businesses measure important aspects of how effectively their customer support operations are and how ticket measurements relate.
H3: How can we reduce the number of tickets per customer?
By improving the quality of support processes, customers’ issues can be solved with fewer tickets. Using self-service, customers can solve issues independently without sending in tickets. Ticket management can reduces the number of duplicates.
H3: How does the tickets per customer metric relate to customer satisfaction?
By knowing how many tickets an average customer requests, businesses can determine the effectiveness of their support. A lower number of tickets means their support is good at solving issues; hence, customers don’t need additional support.
