How to Improve CSAT: Turn Feedback into Better Support
Define a trustworthy CSAT baseline, investigate the cases behind it and test focused changes to knowledge,…
Metrics
19 posts
Voice of Customer Analysis: From Multiple Sources to Action
A practical VoC program built around collection, multi-source synthesis and accountable action, with an original…
How to Measure Operational Efficiency: Metrics & Examples
Measure operational efficiency with defined metrics, accurate formulas, worked support and production examples,…
Customer Support Metrics: From Service Data to Business Value
A four-area support measurement plan connecting operational evidence, customer feedback, team workload and an…
Time to Resolution: Clocks, Calculation and Improvement
A practical TTR guide covering first and latest resolution, clocks, averages, unresolved cohorts and…
8 Customer Service KPIs for a Balanced Service Portfolio
Eight customer service KPIs organized around service promises, with exact scopes, complementary checks and an…
Customer Support Analytics: Investigate, Test and Act
An investigation workflow for support data, with metric scopes, AI evaluation, illustrative applications and a…
8 Customer Service Performance Indicators: What They Show
Eight core indicators explained by evidence type and evaluation level, with explicit formulas, illustrative…
Analyzing Customer Feedback: A Practical Step-by-Step Guide
A practical customer feedback analysis method, from a defined research question and codebook to honest theme…
10 Help Desk Metrics: Find and Fix Workflow Bottlenecks
A workflow diagnosis guide connecting ten help-desk measures with the ticket records, category rules, handoffs,…