IT Support Performance Metrics: response times & satisfaction

Call Answer Time is the duration it takes to connect directly to an IT engineer, whereas Average Resolution Time is the total time required to fully resolve an IT issue from start to finish.

• Call Answer Time: Technical Drive measures the time taken to reach a qualified engineer capable of troubleshooting immediately—bypassing call-handlers, receptionists, or automated triage queues.

• Average Resolution Time: This covers the complete issue lifecycle, including initial diagnosis, technical fixes, and managing any necessary third-party vendor support.

Technical Drive collects post-ticket CSAT (Customer Satisfaction) ratings, NPS (Net Promoter Score), and First Contact Resolution (FCR) rates to measure service quality.

• Post-Ticket CSAT: Real-time feedback gathered immediately after an issue is resolved, allowing clients to rate engineer professionalism and speed on a 1–3 scale or instant smiley rating.

• Strategic NPS: Periodic surveys measuring overall client loyalty and long-term partnership satisfaction.

• First Contact Resolution (FCR): Internal tracking of tickets solved during the initial interaction, ensuring minimal disruption to client workflows.

Technical Drive's helpdesk satisfaction score is calculated directly from verified post-ticket client feedback collected upon every issue closure.

• Automatic Survey Prompts: Upon ticket closure by an engineer, the primary contact automatically receives a quick one-click rating prompt.

• Scoring Methodology: Overall satisfaction percentage reflects total 'Positive' responses relative to all submissions ('Positive', 'Neutral', and 'Negative').

• Client-Driven Accuracy: Scores are 100% verified by real-time client submissions without internal filtering or manual adjustment.

Technical Drive's helpdesk satisfaction score is calculated directly from verified post-ticket client feedback collected upon every issue closure. Whenever an IT ticket is closed, the primary contact receives an automated prompt to rate the experience. The overall score is driven by verified 'Positive', 'Neutral', and 'Negative' client responses without internal filtering.

Technical Drive maintains high performance by intentionally over-resourcing its engineer-to-client ratio, ensuring clients reach qualified IT engineers directly 99% of the time.

• Proactive Engineer Allocation: Unlike conventional IT support providers that staff for quiet periods—causing backlogs during demand surges—Technical Drive maintains built-in engineering capacity.

• Direct Technical Access: Users bypass call-loggers, receptionists, or administrative triage queues to work immediately with an engineer capable of resolving issues on first contact.

• Sustained Resolution Speed: High staffing ratios prevent ticket queues from forming, maintaining rapid response and resolution times even during peak demand periods.

Telephone Call Pick-up Time is the total duration from dialling until you speak directly with a qualified IT engineer who begins resolving your issue immediately.

• Direct Engineer Access: At Technical Drive, 99% of phone calls connect straight to a skilled technician rather than a receptionist, administrative call-handler, or triage queue.

• True Resolution vs. Triage: Traditional IT provider Service Level Agreements (SLAs) often only guarantee call logging and forwarding, whereas Technical Drive begins active troubleshooting on the initial call.

• Zero Backlog Delay: Measuring time-to-engineer ensures critical issues bypass administrative holds and start moving toward resolution right away.