We’ve highlighted the importance of the CSAT metric. But that isn’t the only metric in town — there are many. How do you go about choosing which ones to use and which to ignore? This is the question to solve for many service organizations, in particular, their service desks.
There are a couple of mistakes that many service desks make when it comes to metrics and performance measurement. Here are the top four:
- Overload on metrics – Service desks track too many metrics. By not targeting the most important metrics, they lose focus on intelligence they could gain from them.
- Focus on meaningful metrics – Don’t measure the same old metrics that make you look good. Your metrics should help you answer questions regarding your service desk opportunities and challenges.
- Sail away from CSFs and KPIs – You’ve set up critical success factors (CSFs) and key performance indicators (KPIs) for your service desk operations. Don’t sail away from them. Continue to monitor your metrics and ensure they are showing stakeholders how you are meeting and achieving their needs.
- Data intelligence forgotten – You’ve got the metrics, so don’t forget about the analysis and intelligence you can get from them. Use your data toward a force of good for your service organization and beyond.
With that being said, what are some of the metrics that should be focused on?
Here are seven key metrics that will bring visibility to your service desk, arming you with the intelligence necessary to make service adjustments and push innovation.