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.
Most ticket categories describe the organisation, not the customer's question. How to build a taxonomy that shows what to fix, and keep it clean over time.
Rickard CollanderCSAT 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 results.
Martin CarlssonSeven customer service metrics with definition, method, common mistake and action: response time, resolution time, resolution rate, CSAT and self-service.
Rickard CollanderMinutes in chat, same day by email, within a day on social media: what customers expect in 2026, and why resolution matters more than a fast first reply.
Rickard Collander