StrategyFeb 10, 20269 min read

Measuring What Matters: Support Metrics That Drive Growth

CSAT and response time only tell half the story. These are the metrics that actually correlate with retention.

By Emma Wilson

Resolution Rate

What percentage of conversations are fully resolved without escalation or follow-up? This is the cleanest predictor of customer satisfaction.

First response time is vanity. Time to resolution tells you whether the customer actually got help.

Support quality correlates with retention and expansion. It is a growth engine, not just a cost center.

Traditional live chat is demanding and inefficient. Async messaging improves both agent productivity and customer satisfaction.