Freshservice Service Management Benchmark Report

The current economic pressures have challenged business leaders to drive efficiency and maximize return on their digital investments. Business leaders rely on technology leaders for growth, service experience, and optimization of tools and processes.

It is with this thought, the annual Freshservice Benchmark Report (FBR) has been created.The objective of the FBR is to create a benchmark index for Key Performance Indicators (KPIs) and encourage organizations to measure their KPIs and benchmark against this index. In doing so, tech leaders can pull levers using solutions that are fast, easy, and powerful that allow them to demonstrate the value of IT to the business.

In its third year, the FBR 2023 anonymously aggregated data from 100+ countries, 7400+ organizations of all sizes, and over 118M+ unique tickets for the period between January and December 2022. The report defines the seven (7) KPIs important for service management leaders that are further analyzed by industry, geography, and organization sizes.

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