Customer Service and Support Reporting Examples

Whatever help desk software or ticket tracking solution you use, you probably have access to a ton of customer service metrics. But having access to data is only the first step. The biggest challenge is deciding what data to communicate, how to present it and what context is needed to help the rest of the company understand the impact your work is having on the business (and your customers).

Whether you’re building out your first customer service reports, or you’ve been producing reports for years, there is always an opportunity to make those reports more effective at driving improvements in your business. That’s why we’re sharing four examples of customer service and support team reports along with some details of how those companies prepare and present the reports internally.

Note: The format and structure of these reports are real, but we’ve obscured the actual numbers.

4 examples of support team reporting

  • Help Scout, a customer service platform.
  • Shinesty, an online party clothing company.
  • Celtra, an advertising management platform.
  • Jayride, a travel transfer comparison website.

The Customers team meets weekly to discuss our performance and general team business. We review the Help Scout (app) reports to understand each teammates individual performance and the team as a whole.

When reporting to the rest of the company, our head of support creates a Slack post containing updates on the areas we’re focusing on, celebrates wins, share some customer feedback and any changes in the Customer team. She also includes the Customer team’s core metrics, comparing them with past periods and adding context for any surprising numbers.

In Help Scout’s quarterly company-wide Town Hall meetings, the head of support presents a slide or two refreshing the company on our goals, the progress we’ve made and any upcoming changes and hiring plans.

View full post

Fine print

  • Although we rely on our own reporting tools, our internal support reporting is more narrative than numeric.

  • Quantified metrics are presented as part of the larger impact of the support team.

  • Additional details are provided by linking to internal wiki posts.

Take the Customer Service Quiz

Take the Customer Service Quiz

Find out how your customer service stacks up.

Here at Shinesty, all stake holders share reports from their department in what we call our Q4 “post mortem”. The CX team started the trend last year, actually. Either way, we build reports, and list findings within the information/data we’re sharing. Additionally, we share insights to gain feedback or to deploy another set of eyes. For CX, I put them all in a PDF, but figured I’d provide the metrics that likely interest other people.

Since support didn’t have a leader until I came on in May 2016, a lot of these metrics were very new to everyone else. You’ll notice the trend in these reports being very high level (at least in these included). Since we deployed a low-effort strategy back when I started in May, we also look at a lot of self-service statistics to help us identify where our gaps are. Some metrics we identify with self-service:

Help Center:

  • Content Views

  • Top articles

  • Bounce rate (Google Analytics)

  • Sessions (Google Analytics)

  • Searches (Google Analytics)

  • Pages/Sessions (Google Analytics)


  • Missing articles/content gaps

  • Feedback ratings

  • Deflections

  • Handling time per deflection

Provided by Antonio King, Director, Experience

Fine print

  • These are Shinesty’s actual 2016 numbers (shared with their permission).

  • Contextual explanations are included in the reports directly to frame the report with an overall story.

  • Data comparisons to previous periods help add meaning to the graphs.

As the Director of Client Support at Celtra, I report to our COO. I share my reports monthly in a Google Document with our Sales and Service executives, and with my team.

They are available to everyone in the company to view. Every quarter and once a year I produce more detailed reports where I add extra metrics like hourly and daily distribution, CSAT and client comments.

My primary purpose in reporting is to show that we’re doing a consistently good job, and that there are no red flags to be aware of.

Provided by Vuk Lau, Director of Client Support

Fine print

  • The support volume is broken down by region, team, and tier.

  • Individual agent performance is is also tracked.

  • The label breakdown helps identify the major sources of incoming support requests.

We share the reports at at Jayridein a Google sheet with the relevant teams so they can keep track of their own progress. I take screenshots from my personal reports and email them to our Head of Operations for discussion at our weekly catchup.

We also hold a daily standup (10 minutes max) with department heads and management team where we talk about what we did yesterday, what we do today, roadblocks and wins. At the end of standup we also review the overall company targets (Passengers travelled, Booking Unit Profitability). All team members are encouraged to attend and listen.

Once a month, we have a company meeting where each team showcases their progress. We usually talk about conversions (revenue we are bringing to the company), resolution time (resolving customer queries fast) and support unit costs (how support affects the break even targets of the overall company).

Reports provided by Aaron Lewin, Head of Customer Service

Fine print

  • The support team have conversion targets that are tracked separately for pre-booking and post-booking interactions.
  • Individual agent performance is is also tracked.
  • The label breakdown helps identify the major sources of incoming support requests.

Help Scout Reports make it easy to save a set of filters and re-visit them in two clicks. So what’s stopping you?

Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.