Metrics

Customer-facing software support metrics, definitions, and practical caveats.

• Customer-support metrics explained

  What common software-support metrics measure, how teams use them, and which caveats matter in SaaS support.

• What is CSAT?

  Customer Satisfaction Score (CSAT) explained for software and SaaS support teams, with formulas, examples, and limits.

• First response time versus resolution time

  How first response time and resolution time differ in software support, and how to use each without confusing them.