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Consortium for Service Innovation


Measurement considerations for an indirect support model

  • High level goal - Continuous improvement in customer productivity = eliminating the need for support or reducing support demand
  • Time to adopt – lag time between availability of new release or upgrades and customer implementation
  • Time to stability – reducing the customer disruption when implementing upgrades
  • Time to cure – the time to identify and remove the cause of exceptions from the customer environment
  • Time to publish – the time to get information to the customer about known problems and issues (web access or built in help and automation)
  • % of support demand satisfied through each support channel – assisted, self-help, community
  • Source of learning (support content, product improvements) by support channel - % from assisted, % from self-help, % from the community
  • % of customers who use self-help first; before calling the support center (this could be a combination of built in context sensitive help, automation or web based self-help)
  • Customer success with self-help (% of time they find what they need)
  • % of known Vs new issues being reported to the support organization – ideally 85% of the issues reported should be new, known should not be solved through assisted support
  • Time to resolve new issues – how quickly does the organization respond to new issues (swarming Vs a streaming model or stated another way a collaborative Vs escalation model)
  • Might be useful to separate indicator metrics from driver metrics.  Indicator metrics.  Then select one or two key indicator measures and connect them to their associated drivers.

We had eight companies take the survey to find out how important these measures are and how effective they were at measuring them


Survey Responses:

survey response.png

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