What type of Metrics are you rated against?

Open to close
Customer Sat
Lead time
First call resolution (Service/Help Desk)
Mean time to restore service
Mean time to repair

Which one do you like and which ones don't you like?

Thanks

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Comments

undomiel

Back when I worked tech support I always saw first call resolution as a pretty good metric. You can never 100% for sure avoid a call back on an issue but the trend in the number of call backs will show if you're doing a good job or not. Customer satisfaction was not one I was a fan of as more often than not the only times customers felt like answering survey questions was when they were dissatisfied with something.

N2IT

undomiel wrote: »

Back when I worked tech support I always saw first call resolution as a pretty good metric. You can never 100% for sure avoid a call back on an issue but the trend in the number of call backs will show if you're doing a good job or not. Customer satisfaction was not one I was a fan of as more often than not the only times customers felt like answering survey questions was when they were dissatisfied with something.

I like first call resolution as well. I agree about customer satisfaction. It can be very subjective. Some environments it works okay and others it's a disaster.

Repo Man

I have no individual metrics just team/division metrics. Open to close and customer satisfaction are looked at the closest from the management point of view.