Been looking at our support dashboard and wondering if we’re measuring the right things.
Response time looks great but churn is still happening. Makes me think these metrics might just be making us feel good internally while missing what actually matters to users.
Tracking resolution matters, but if users keep facing the same problems, we may not be fixing anything.
Metrics can look good, but repeated complaints show we’re not fixing the real issues. Resolution rates can be misleading.
Fast response times mean little if you’re not addressing their issues or enhancing their experience.
I look at the number of contacts support gets from the same users on similar problems. This shows if we’re really solving issues or just masking them.
Real problems matter more than shiny metrics.