Which metric helps evaluate the cost per user in a support system?

Support Unit Cost is the metric specifically designed to evaluate the cost per user in a support system. This metric takes into account all associated costs of providing support services—such as personnel, tools, and infrastructure—and divides that total by the number of users served. By using this calculation, organizations can gain insight into how much they are spending on support per individual user, which can be critical for budgeting and optimizing resource allocation.

Assessing the cost per user allows organizations to streamline their operations and potentially uncover areas for savings or investment to enhance user experience. It provides a clear financial perspective on the support process, enabling data-driven decisions regarding staffing, technology investments, and improvement initiatives.

Other metrics listed do not specifically focus on the cost per user. Incident Management Cost may reflect expenses associated with managing incidents but does not provide a per-user analysis. Service Delivery Rate typically measures the efficiency or effectiveness of service delivery rather than cost. Client Retention Rate assesses the organization's ability to retain customers, which is related to customer satisfaction and loyalty but does not provide insights into support costs.