Business Practices | | Published October 30, 2014

How to Measure B2B Help Desk Performance

Do you ever wonder how your company is performing in terms of customer experience? Even if you have all the right tools in place, there could be small gaps in your process that look like big gaping holes to your customers. The easiest way to find areas to improve upon is to ask! By asking your customers how their experience is, opportunities will emerge to refine and perfect your customer support process.

Agent Ratings

Get feedback from the people who matter most – your customers! When the customer completes their interaction with your help desk team, they are invited to give feedback on their experience through the agent ratings feature. Not only will you get immediate feedback, your team will also benefit from:

  • Tracking areas in which to grow your knowledge base
  • Identifying areas where more training is needed
  • Insights as to how to improve products
  • Real-time metrics to improve the customer experience


Reports are a valuable tool within your help desk software. Taking a regular look at help desk reports gives you a clear view of your support process and how it’s working for your customers and agents. You can also view:

  • All open tickets
  • Tickets by severity or group
  • The date when tickets were created, how many were created, and how long it took to solve them

You can also compare these insights with events that were happening within your company at the time the tickets were created. This clear view will give you valuable information to help you make business decisions more accurately and quickly.

Every business’s goal is to avoid customer issues as much as possible. Asking your customers for feedback on agents, products, and your help desk process will help you stay ahead of the curve. Then you can put more time towards improving your customer experience and products.