Customer care only becomes steerable once you measure it – otherwise the SLA stays a promise without control. This article belongs to layer 3 of the customer-care guide – “measurable data” – and describes the metrics you use to run your service: what each says, why it matters, and honestly: whether you reach it with teamspace and via which analysis.
Prerequisite: Every metric assumes that every enquiry runs as a ticket and that the handling time is booked on the ticket. Whatever is dealt with by a quick word or a private mailbox shows up in no statistics.
Three mindsets, three questions
The metrics of customer care sort into three mindsets – each answers a different question:
- SLA as a promise: Do we keep the agreed response and resolution times?
- Value over volume: Do we look after the valuable customers appropriately?
- Relationship, not reactive mode: Do we keep the overview instead of being driven?
SLA as a promise – do we keep deadlines?
| Metric | What it says | With teamspace? |
|---|---|---|
| First response time | Time from enquiry to the first response. | ⚠️ With analysis – creation and action timestamps are in the Ticket report (detail view, time columns); the response time is readable from them, a ready-made FRT metric is not guaranteed. |
| Time to resolution | Time from enquiry to close. | ⚠️ With analysis – derivable from creation and close date; via the time columns and status filter of the Ticket report. |
| SLA compliance | Share of tickets within the agreed deadline. | ✅ Direct – the SLA time remaining runs as a traffic light on the ticket; in the Ticket report you filter by SLA status (e.g. only breached) and read off the share. |
How to operate both reports is shown in Ticket reports.
Value over volume – do we look after the right ones?
| Metric | What it says | With teamspace? |
|---|---|---|
| Ticket volume per customer | Number of enquiries per customer and period. | ✅ Direct – the Ticket analysis counts tickets by customer (the “by customer” view). |
| Effort per customer | Handling effort per customer. | ✅ Direct – you analyse the service time booked on the ticket (Bill tickets) per customer – making it visible who ties up a lot of effort. |
You mark who counts as valuable via Key account managers, VIPs and service notes.
Relationship, not reactive mode – do we keep the overview?
| Metric | What it says | With teamspace? |
|---|---|---|
| Open tickets per channel | Count of open tickets per channel – where is it backing up? | ✅ Direct – the Ticket report, status filter “open” and grouping or filtering by channel. |
In short: what teamspace delivers – and what you contribute
- Straight from the system: SLA compliance (SLA traffic light/status), ticket volume per customer, effort per customer and open tickets per channel. These figures arise automatically once tickets and times are maintained.
- With a little analysis: first response time and time to resolution – derivable from the tickets’ timestamps, but without a ready-made metric.
- With context from you: the agreed SLA deadlines and the “customer value” – teamspace measures compliance, you define the thresholds and values.
The common thread stays the same: service metrics are only as complete as the tickets that are actually created. As maturity rises, single figures turn into time-based escalation and a view across tickets, maintenance, billing and portal – see the maturity levels in the guide.
Related topics
- Customer care in teamspace Customer care Introduction
- Ticket reports Controlling How-to
- Record service times & bill tickets Ticketing How-to
- Service desk software on teamspace.de