Customer Support Benchmarks — Response Times, CSAT, AI Resolution Rates
customer support industry benchmarks: average response times, CSAT scores, AI resolution rates, ticket volumes, and team productivity data across 50,000+ support teams.
This research report is published by Supportly and updated quarterly with data from 50,000+ support teams worldwide. Read our full methodology.
Frequently Asked Questions
What are average customer support response times?
Industry benchmarks: email first response < 1 hour (top quartile), live chat < 30 seconds, social media < 2 hours. Teams using Supportly average 12-minute first response vs industry average of 4.3 hours.
What is a good CSAT score for customer support?
A CSAT score above 80% is considered good; above 90% is excellent. Supportly customers average 94% CSAT. Industry average is approximately 78% across all sectors.
What percentage of tickets can AI resolve automatically?
Modern AI support platforms resolve 50-70% of tickets without human intervention. Supportly's Captain AI averages 70% auto-resolution, compared to industry AI average of 35-45%.