Indicators selection

Last step before accessing your experience score is to define what you want to measure. But how to decide what to track?

Once again, to have the best view you can on your IT service performances, we recommend you keep activated all those categories. By monitoring them all, you will gain a comprehensive view of your team's performance and user satisfaction, allowing for targeted improvements.

CUSTOMER SATISFACTION

Evaluates user contentment with support services through loyalty and happiness metrics like the Net Promoter Score and CSAT.

SERVICE QUALITY

Measures the effectiveness of support through request volumes, response times, resolution efficacy, and abandonment rates.

SLA

Tracks adherence to service commitments, focusing on response and resolution timelines, but also any other SLA you will define in JSM.

PRODUCTIVITY

Assesses efficiency in resolving user issues, considering first-contact resolution and the frequency of follow-up interactions.