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IT Performance Benchmarking for Indian SMEs
workro desk team·6 min read·15 November 2026
IT Benchmarks for Indian SMEs
| Metric | Below Average | Average | Good | Excellent |
|---|---|---|---|---|
| SLA compliance | < 85% | 85-90% | 90-95% | 95%+ |
| First response time | > 2 hours | 1-2 hours | 30 min-1 hr | < 30 min |
| CSAT score | < 3.5 | 3.5-4.0 | 4.0-4.5 | 4.5+ |
| Ticket deflection | < 10% | 10-20% | 20-30% | 30%+ |
How to Benchmark
- Track your metrics monthly
- Compare against industry averages
- Identify areas for improvement
- Set realistic improvement targets
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