The most important IT support KPIs for London SMEs in 2026: what to track, why it matters, and how to turn data into action.
IT Support KPIs: What London SMEs Should Measure (and Why It Matters in 2026)
KPIs separate average IT support from great IT support. For London SMEs, tracking the right metrics means better performance, accountability, and results from your provider.
Amazing Support is a multi-award winning, Microsoft Partner and Cyber Essentials certified provider supporting SMEs across London, Greater London, and Manchester.
1) Response time
- How quickly are tickets acknowledged?
- Measure against SLA targets, not just averages.
2) Resolution time
- How fast are issues actually fixed or workarounds provided?
- Track by priority (critical, high, medium, low).
3) First-time fix rate
- What percentage of tickets are resolved on the first contact?
- High rates mean better documentation and expertise.
4) Recurring issues
- Are the same problems coming back?
- Track and report on root cause analysis.
5) User satisfaction (CSAT)
- Short surveys after ticket closure
- Look for trends, not just scores
6) Proactive work completed
- Number of patches, updates, and security improvements made monthly
- Shows provider is preventing issues, not just reacting
7) SLA compliance
- % of tickets meeting response and resolution targets
- Should be reported monthly and reviewed quarterly
8) Account management and review frequency
- Regular meetings, strategy sessions, and improvement plans
FAQs
Which KPI matters most?
Resolution time—if issues aren’t fixed fast, productivity suffers.
How often should KPIs be reviewed?
Monthly for most, with a quarterly deep dive.
Can my provider fudge the numbers?
Ask for raw data and anonymised stats for similar clients.
How do I use KPIs to improve service?
Spot trends, raise issues proactively, and hold providers accountable.
We track and report on all key
IT support KPIs—so you always know where you stand, and what’s improving.
