7 Must-Have HubSpot Reports for Customer Service Teams

For customer service teams, delivering excellent support is key to maintaining customer satisfaction, loyalty, and retention. HubSpot’s reporting tools offer powerful insights that can help you measure team performance, track customer satisfaction, and improve service efficiency. But with so many reports available, it’s important to focus on the ones that provide the most value for your team.

In this blog, we’ll explore 7 must-have HubSpot reports that every customer service team should use to enhance their performance, deliver exceptional support, and drive long-term customer satisfaction.

1. Ticket Volume Report: Monitor Incoming Support Requests

One of the most important aspects of customer service is managing support requests efficiently. The Ticket Volume Report in HubSpot allows you to track the number of incoming support tickets over a specific time period, giving you a clear picture of your team’s workload.

Key insights from this report:

• Daily or weekly ticket volume: Track how many tickets are submitted on a daily, weekly, or monthly basis to understand workload fluctuations.
• Ticket spikes: Identify periods of increased ticket volume, which could be tied to product launches, marketing campaigns, or seasonal trends.
• By source: Break down ticket volume by source (email, chat, phone, etc.) to see which channels your customers prefer for reaching out to support.

Why it’s essential: Monitoring ticket volume helps you allocate resources more effectively, ensuring that your team isn’t overwhelmed during peak times and can respond promptly to customer inquiries.

2. Time to Close Report: Track Ticket Resolution Times

The speed at which your team resolves tickets directly impacts customer satisfaction. The Time to Close Report tracks how long it takes for your team to resolve support tickets, helping you identify bottlenecks and areas where response times can be improved.

Key metrics to track:

• Average resolution time: See how long it takes, on average, for your team to resolve a ticket, and aim to reduce this time where possible.
• By ticket priority: Track resolution times by ticket priority (low, medium, high) to ensure that high-priority tickets are being resolved as quickly as possible.
• By agent: Identify which agents are resolving tickets the fastest and where additional training or support may be needed.

Why it’s essential: Faster resolution times lead to higher customer satisfaction. This report helps you identify inefficiencies in your process and find ways to speed up ticket resolution.

3. Customer Satisfaction (CSAT) Report: Measure Customer Happiness

The Customer Satisfaction (CSAT) Report is a critical tool for measuring how happy your customers are with the support they receive. This report tracks responses from customer satisfaction surveys, giving you real-time feedback on how well your team is meeting customer expectations.

Key insights from this report:

• CSAT score: Track your overall CSAT score to gauge customer satisfaction levels after interactions with your service team.
• By agent: See how individual agents are performing in terms of customer satisfaction and identify areas where additional training may be required.
• By ticket type: Break down CSAT scores by ticket type or issue to understand if certain problems are leading to lower satisfaction.

Why it’s essential: Regularly measuring customer satisfaction helps you ensure that your service team is delivering excellent support. This report also helps you spot trends that may indicate larger issues affecting customer happiness.

4. First Response Time Report: Improve Initial Response Speed

When customers reach out for support, they expect a quick response. The First Response Time Report allows you to track how long it takes for your team to respond to customer inquiries after they are first submitted.

Key metrics to track:

• Average first response time: Measure how long it takes, on average, for your team to respond to a ticket after it is created.
• By channel: Track response times across different channels (email, chat, phone, etc.) to ensure that all channels are being monitored effectively.
• By agent: See which agents are providing the fastest initial responses and where there may be opportunities to improve response times.

Why it’s essential: Quick first responses can significantly improve customer satisfaction and set the tone for a positive support experience. This report helps you ensure that your team is engaging with customers promptly.

5. Ticket Status Report: Track Ticket Progress and Backlogs

Keeping an eye on the status of open tickets is crucial for ensuring that no customer issue is left unresolved. The Ticket Status Report tracks how many tickets are open, closed, or pending, allowing you to stay on top of support workflows.

Key insights from this report:

• Open vs. closed tickets: Monitor the ratio of open to closed tickets to ensure your team is staying on top of requests and preventing backlogs.
• Pending tickets: Track tickets that are on hold or pending to ensure follow-ups are happening promptly and customers aren’t left waiting too long.
• Ticket backlogs: Identify periods where open tickets are piling up, and take action to address any bottlenecks or resource gaps.

Why it’s essential: This report helps you maintain a balanced workload and ensures that all customer issues are being addressed in a timely manner, preventing backlogs and improving overall efficiency.

6. Customer Effort Score (CES) Report: Measure Ease of Support

The Customer Effort Score (CES) Report measures how easy it was for customers to get their issues resolved. Customers want quick, effortless support, and the CES report helps you understand how simple or difficult your service processes are for customers.

Key metrics to track:

• CES score: Track your overall CES score to see how easy customers find it to resolve their issues using your service.
• By ticket type: Identify specific types of issues that may be causing customers more frustration and adjust processes to reduce effort.
• By agent: See how individual agents are performing in terms of making the support experience as effortless as possible for customers.

Why it’s essential: A high CES score means customers find your support processes easy to navigate, leading to increased satisfaction and loyalty. This report helps you identify friction points in your service delivery.

7. Net Promoter Score (NPS) Report: Track Customer Loyalty

The Net Promoter Score (NPS) Report measures how likely customers are to recommend your business to others, giving you a clear indication of customer loyalty. NPS is a powerful metric for understanding overall customer satisfaction and long-term loyalty.

Key insights from this report:

• NPS score: Track your overall NPS score to understand how loyal your customers are and how likely they are to promote your business.
• Promoters vs. detractors: Identify how many customers are promoters (likely to recommend you) vs. detractors (unhappy customers who may not recommend you), and take action to address detractors’ concerns.
• By service touchpoint: Break down NPS scores based on specific interactions or service touchpoints to understand which areas are driving the most loyalty.

Why it’s essential: Tracking NPS gives you a long-term view of customer loyalty, helping you identify at-risk customers and take action to improve retention and satisfaction.

Drive Better Service with HubSpot Reports

HubSpot’s reporting tools provide customer service teams with the insights they need to deliver exceptional support, improve efficiency, and keep customers happy. By regularly reviewing these 7 must-have reports, you can track performance, optimise your processes, and ensure your team is providing the best possible service experience.

From monitoring ticket volume to measuring customer satisfaction and loyalty, these reports give you a complete view of your team’s performance, helping you make data-driven decisions that enhance customer support and drive long-term success.

Ready to improve your service delivery? Start using these essential HubSpot reports today to take your customer service strategy to the next level!