What to track, and what it means.
WHAT TO MEASURE
Time to first response Time to resolution Number of replies per ticket Reopened tickets Volume, by category Satisfaction
WHY REPLIES PER TICKET MATTERS
It indicates whether problems are resolved in one exchange or several.
WHAT A HIGH NUMBER SUGGESTS
Information gathered piecemeal, or unclear replies.
WHAT REOPENED TICKETS INDICATE
Resolutions that were not resolutions.
WHY THAT IS THE MOST HONEST MEASURE
It cannot be gamed by closing quickly.
WHAT TO AVOID MEASURING ALONE
Tickets closed per person.
WHY
It rewards volume over outcome.
WHAT SATISFACTION SURVEYS PROVIDE
A signal, with heavy bias toward extremes.
HOW TO ASK
One question, immediately after resolution.
WHAT TO DO WITH NEGATIVE RESPONSES
Read every one, and follow up.
WHY
They contain the specific failures your averages hide.
WHAT TO MEASURE ABOUT THE BUSINESS
Tickets per customer Tickets per hundred transactions
WHY THOSE
They show whether support load grows with the business or faster.
WHAT GROWING FASTER INDICATES
Declining quality somewhere.
WHAT TO REPORT
Trends, with the reason.
WHAT NOT TO REPORT
Numbers without interpretation.
