Measurement and Metrics

Key Takeaways

• Metrics drive behaviour, so the wrong metrics reliably produce the wrong outcomes — organisations that measure handle time or call resolution rates will systematically sacrifice customer experience to hit those numbers.

• A balanced measurement system connects leading indicators (effort, friction, intent) to lagging outcomes (retention, revenue, cost) so that leaders can intervene before the financial damage is visible in quarterly results.

• NPS and CSAT are outputs, not levers — the diagnostic value comes from understanding which operational variables drive score movement, because those variables are what managers can actually influence.