What gets measured can be improved, if the measure is right. The articles here cover metrics you can act on, the difference between first response time and resolution time, and the response times customers actually expect in each channel.
CSAT measures the ticket, NPS the brand and CES how easy it was. How to choose a metric by the decision it drives, avoid survey fatigue and read the result right.
Martin CarlssonSeven customer service metrics with definition, method, common mistake and action: response time, resolution time, resolution rate, CSAT, self-service and more.
Rickard CollanderExpected response times in 2026 by channel: email, chat, social media and phone. The difference between first reply and resolution, and the role of self-service.
Rickard Collander