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support metrics

2 articles

Customer Support

Auditing the Causal Link Between CSAT and Retention

CSAT is widely reported as a leading indicator of retention. The causal link is real but weaker and more conditional than most retention models assume. Here is how to audit whether CSAT actually predicts churn in your customer base — and what to do when it doesn't.

Jun 21, 20269 min read

Customer Support

When Deflection Rate Becomes a Vanity Metric

A high deflection rate can coexist with high customer frustration, increasing re-contact rates, and deteriorating support gross margin. Here is how deflection rate becomes a vanity metric and what to measure instead.

Jun 21, 20269 min read