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Tip: Use this metric to identify trends, seasonal fluctuations, or the effects of product updates.
This metric reflects the average support burden per user and can signal product complexity, service quality, or training needs. A higher ratio may require investigating root causes or scaling support capabilities.
Industry | Average Tickets per Customer |
SaaS / Software | 0.3 – 0.8 |
E-commerce | 0.1 – 0.4 |
Telecom / ISPs | 0.5 – 1.2 |
Financial Services | 0.2 – 0.6 |
Healthcare | 0.3 – 0.7 |
Note: Benchmarks vary based on product complexity and customer support model.
Scenario:
A company receives 1,500 support tickets from 3,000 customers over a quarter.
Calculation:
Support Tickets per Customer = 1,500 ÷ 3,000 = 0.5
Interpretation:
On average, each customer raises half a support ticket in the period, indicating moderate support demand.
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Answers to Frequently Asked Questions
It measures the average number of support requests each customer submits, indicating the level of support demand.
It helps balance support workload and identify product or service issues.
This depends on the industry, but a higher number often signals product or service friction.
Improve product usability, provide better documentation, and automate repetitive support tasks.
Track monthly or quarterly, especially after major product releases or updates.