Hotel PMS Support That Backs Up Its Claims with Proven Efficiency
Hotel PMS support matters most when something goes wrong at the front desk. The Visual Matrix Client Experience team publishes live metrics every month – because we’d rather show you what our support looks like than just tell you. Our commitment to transparency ensures that clients can see how we perform in real-time, reinforcing trust and reliability.
June 2026 Client Experience Numbers
87%
Customer Happiness Score
3:53
Avg Wait Time (min:sec)
52%
One-Call Resolution Rate
1
Avg Tickets Per Hotel
Call Answer Times
Emergency Resolution Times
Customer Satisfaction Score (aka Customer Happiness)
We measure customer satisfaction with our products, services, and the support provided by our team. The score is based on surveys customers complete after tickets are closed. It provides insight into overall customer happiness and helps us evaluate business effectiveness.
Average Wait Time Per Ticket
This is the average time customers wait for their call to be answered. This helps us assess our speed of answer and identify areas for improvement in reducing customer wait time.
First Call Resolution
We place considerable emphasis on first call resolution, as this metric reflects our capacity to address and resolve issues effectively on the initial contact. Continuous training and resource availability empower our support staff to achieve this goal.
Total Number of Tickets
This is the overall count of support tickets or requests we receive via phone, chat, and web channels. It’s used to track customer inquiries, assess our team’s workload, and identify patterns or trends in customer needs.
Average Ticket Per Hotel
This metric enables us to understand how our support services scale with the number of clients. It provides insights into the unique challenges faced by different hotels and assists in tailoring our support strategies.
If you need help using our Property Management System (PMS) software or our housekeeping and maintenance app MOP, you can submit a ticket, chat with us, and find answers at help.visualmatrix.com.