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If you could devise a set of metrics to show how good of a job you’re doing as a support manager, what would they be?
What are the best ways to show your value to the company?
Gotta imagine @aaron, @jon and @alexandra have had to show ROI…
Personally, I’m trying to map the difference in retention, repeat purchases, and LTV between folks we’ve reached and folks we haven’t. Determining that latter part is pretty hard. I miss SaaS a bit…ecommerce is trickier for community management.
It really depends on the channel you are managing. I manage Self-service and Social Media.
Self-service is usually some form of helpfulness survey. We are thinking of moving this to a Likert scale with NPS zoning for feedback - but NOT NPS metrics.
Social media uses things like posts vs responses and incorporating Likes, first post resolution (a relative of FCR), “thank you’s”, solves, and escalations.
This is a tough one so I’d love to hear more ideas. I talked about some of it at UserConf: http://www.slideshare.net/agwheeler/user-conf-aaron-wheeler-final
For showing happy customers, we see how many people rate us fantastic on their exit survey over time (via Surveymonkey): http://www.screencast.com/t/qFtodxQv5M1. We also see how many Twitter shout outs our team gets every month.
For showing customer perspective at the company, I show how many people we trained in using the software.
For showing scaling value of help content, we show many tickets we get per customer per month over time.
Those are some of the basics but feel free to ask! I’d love to hear what goals you’re trying to show success at. =)
@jon Why not NPS metrics? Just curious.
@Evan - it depends on he channel.
NPS metrics can be used, but for self-service, I’m more concerned about the effectiveness/helpfulness of the article first on a scale of 1-10. Then a follow-up can use the standard Likert NPS rating if the customer would recommend the support service or our company based on the quality of support, etc.
On a very simple level, all feedback can be binary: support either helped or it didn’t, btu we know it’s more complicated than that. T
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