{"id":829,"date":"2013-03-28T10:00:42","date_gmt":"2013-03-28T10:00:42","guid":{"rendered":"http:\/\/www.clearbooksltd.com\/?p=829"},"modified":"2014-01-13T15:53:50","modified_gmt":"2014-01-13T15:53:50","slug":"2-important-metrics-to-benchmark-support","status":"publish","type":"post","link":"https:\/\/www.clearbooks.co.uk\/blog\/2-important-metrics-to-benchmark-support\/","title":{"rendered":"2 important metrics to benchmark support"},"content":{"rendered":"

To begin with there was only one metric we thought the support team at Clear Books needed to track: customer happiness.<\/p>\n

If our customers are happy then that’s all that matters, right? It means our support team are doing a fantastic job.<\/p>\n

We developed happy.clearbooks.co.uk<\/a> and\u00a0publicly\u00a0displayed customer happiness. You can read more about this in my previous post: ‘What percentage of your customers are happy?’<\/a>.<\/p>\n

We discovered that the main cause of unhappiness is not something our support team can fix. The overwhelming reason for an unhappy customer is that we don’t have a specific features that they have asked for. This means that it is a little unfair to look at happy\/unhappy customers as the sole metric for determining whether the support team are doing a good job.<\/p>\n

We dug a little deeper and looked at the key reason for customer happiness: a quick response to a question. So we started tracking the average time it takes our support team to respond to a customer during working hours.<\/p>\n

The result is that we now look at the two metrics together and publish them both on happy.clearbooks.co.uk<\/a>. Our average response time and our happiness rating.<\/p>\n

Our support team is always trying to improve both.<\/p>\n","protected":false},"excerpt":{"rendered":"

To begin with there was only one metric we thought the support team at Clear Books needed to track: customer happiness. If our customers are happy then that’s all that matters, right? 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