Measuring support quality beyond CSAT
CSAT tells you how a customer felt. These four numbers tell you why, and what to fix next.
Hana Okoye
Co-founder & CEO
7 min read
A 4.6 CSAT looks healthy until you notice customers are writing back twice to get one answer. Satisfaction is a lagging signal. You need leading ones too.
Four numbers worth watching
Resolution without reopen: answered once, stayed answered
Time to first useful reply, not first reply
Handoff rate by topic
Questions with no matching doc
Read them together
A rising handoff rate on one topic usually means a doc is missing or wrong. Fix the doc and both the handoffs and the reopen rate fall the same week.
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How Lumen cleared a 900-ticket backlog in a week
Written by
Hana Okoye
Co-founder & CEO
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