KPI OverView

CAC, Churn and LTV are all significant measures driven by customer experience. However, behind these numbers are several non-obvious measures that determine whether the service investment of an organization is maximized to affect CAC, Churn and LTV.

Speeds and Feeds, such as number of tickets by client, region, assignee, product area/feature, user persona and use case are important. Other important measures in this category are Average and Mean Time to First Response, Average and Mean Time to Resolution, First Response Time, First Time Resolution Rate and Average Interaction Count can help identify where process is optimal and where improvement is needed.

SLA conformance by percentage, Customer Satisfaction, Customer Effort Score are also common and indicative of performance. The more subtle measures such as Case Mix, Business Impact, Escalation (bug rate), Complexity and Case Load and Throughput all contribute to a fuller picture of the Support operation.

Most systems support basic analysis, the inputs and outputs, but must be manipulated to provide deeper analysis and support more meaningful insights and improvement opportunities. Headlands can combine their knowledge of how to determine these data points, working along with your team, to determine practical methods to get these insights.