CX Strategic Knowledge · CX Methods
Metrics & measurement
Lead with time-to-fix and task friction. Handle Time and call-center NPS will lie to you.
A working taxonomy of CX metrics split into leading and lagging: Real Time to Resolution and CXTM score lead; Handle Time and call-center NPS lag and mislead when used to judge people or experience quality.
Real Time to Resolution measures from first awareness of a pain point to the release of a real fix or code. It is a leading indicator because it captures how fast the organization actually converts knowledge into repair. CXTM score is the other leading metric: a 0 to 100 measure of task experience built on eight negative dimensions like Confusing and Frustrating, deliberately biased toward harsh, honest feedback.
- Real Time to Resolution: leading, awareness to shipped fix
- CXTM score: leading, negative dimensions surface friction
- Handle Time: lagging, staffing and forecasting only
- Call-center NPS: lagging, blends rep and company journey
The lagging pair does damage when misapplied. Handle Time is a bad rep-performance metric; it belongs in staffing, forecasting, and planning. NPS misleads in call centers because customers do not distinguish the representative from the overall company journey, so a good rep absorbs blame for a bad product.
Apply this
Reading about metrics & measurement is one thing. Seeing where it applies in your journey is the useful part.