Knowing how you are doing.
WHAT TO MEASURE
Volume, by type Time to first response Time to resolution Proportion resolved at first contact Reopened requests Backlog and its age User satisfaction
WHY FIRST RESPONSE SEPARATELY
Because acknowledgement is what users actually notice.
WHAT REOPENED REQUESTS INDICATE
Closure before actual resolution.
WHAT A GROWING BACKLOG INDICATES
Capacity below demand, which will not resolve itself.
WHAT RECURRING ISSUES INDICATE
A problem to fix, rather than incidents to keep handling.
WHAT TO BE CAREFUL WITH
Measuring what encourages the wrong behaviour.
WHAT THAT LOOKS LIKE
Closure speed encouraging premature closure Volume targets discouraging thorough work
WHAT TO PAIR
Speed with quality: resolution time with reopen rate.
WHAT TO REVIEW
Trends rather than individual figures.
WHAT TO ACT ON
The most frequent categories, by fixing their cause.
WHAT TO REPORT
Briefly, with what you intend to do about it.
