Digital Transformation & Technology

SMART KPIs: DIGITAL TRANSFORMATION & TECHNOLOGY

Strategic Insights

Invest Time Early to Avoid Costly Corrections

► Thorough planning upfront minimizes mid-course corrections, preventing uncontrolled cost & effort escalations.

► Quick incident response & strong SLA compliance reduce critical failures & downtime.

FCR

(First Call Resolution)

Strategic Impact
Faster resolution of technical issues, improved IT service efficiency

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Balanced speed & accuracy in technical support

Industry Standard
5-10 minutes per interaction (varies by complexity)

Incident

Response Time (IRT)

Strategic Impact
Minimized digital service downtime & disruptions

Industry Standard
Resolution within 1-4 hours for critical issues

NPS

(Net Promoter Score)

Strategic Impact
Increased product loyalty & reduced SaaS churn

Industry Standard
Above 50 (Positive Score)

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher trust in IT services & improved digital adoption

Industry Standard
85%+ satisfaction score

Service

Level & Call Abandonment

Strategic Impact
Faster response times, reduced frustration in urgent tech support

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%

Ticket

Escalation Rate

Strategic Impact
Reduced burden on Tier 2/Tier 3 IT teams

Industry Standard
Escalation Rate < 15%, Resolution within 24-48 hours for standard tickets