CX Strategic Knowledge · CX Methods
Metrics & Measurement
Measure time to real resolution, not time to close the ticket.
Time to Real Resolution measures how long a pain point survives from first awareness to a shipped fix. Handle Time, by contrast, is an anti-pattern when used to judge representatives, and NPS misleads in call centers because customers do not separate the rep from the journey.
Time to Real Resolution starts the clock when the company first learns about a pain point and stops it when a real fix ships, such as released code. Not when the ticket closes. Not when someone acknowledges the issue. When the customer's problem actually goes away.
Handle Time has a legitimate use: staffing and forecasting. Applied to individual representatives, it becomes a bad metric that pressures people to end conversations rather than solve problems.
NPS is especially misleading in call centers. Customers do not differentiate between the representative who helped them and the company journey that failed them, so a rep can absorb a low score for a broken checkout they had nothing to do with.
Apply this
Reading about metrics & measurement is one thing. Seeing where it applies in your journey is the useful part.