SMART
Customer
Service
Goals
01
Cut
first
response
time
on
every
inbound
channel
Reduce
the
time
a
customer
waits
before
a
human
replies
,
on
email
,
chat
,
and
phone
alike
.
S
Reduce
first
response
time
on
all
inbound
channels
by
extending
chat
coverage
across
the
full
9:00
am
–6:00
pm
ET
window
.
M
Median
first
response
from
4
h
20
m
to
under
45
minutes
; 90
th
percentile
under
2
hours
.
A
Requires
two
additional
chat
-
trained
agents
plus
routing
rules
that
escalate
priority
tiers
automatically
.
R
Response
speed
is
the
largest
single
driver
of
CSAT
in
exit
surveys
,
cited
in
34%
of
responses
.
T
Target
reached
by
31
March
2026,
measured
monthly
.
02
Raise
first
contact
resolution
Resolve
more
tickets
on
the
first
interaction
,
without
a
transfer
or
a
follow
-
up
email
.
S
Increase
the
share
of
tickets
resolved
on
the
first
interaction
without
transfer
or
follow
-
up
.
M
First
contact
resolution
from
62%
to
78%
across
all
channels
.
A
Achieved
through
expanded
agent
decision
authority
and
a
rebuilt
macro
library
covering
the
top
40
contact
reasons
.
R
Every
transfer
adds
roughly
1.4
days
to
resolution
time
and
lowers
CSAT
by
11
points
.
T
78%
by
30
June
2026,
tracked
weekly
.
03
Lift
post
-
interaction
CSAT
Improve
the
satisfaction
score
customers
give
immediately
after
a
support
conversation
closes
.
S
Raise
post
-
interaction
CSAT
across
every
channel
and
every
tier
.
M
CSAT
from
82%
to
90%
on
a
five
-
point
scale
(
rating
of
4
or
5),
with
a
minimum
of
500
survey
responses
per
month
.
A
Driven
primarily
by
the
first
response
and
first
contact
resolution
goals
above
.
R
CSAT
is
a
leading
indicator
of
renewal
—
accounts
scoring
below
80%
churn
at
2.1×
the
average
rate
.
T
90%
sustained
for
three
consecutive
months
by
31
December
2026.
1 / 4
04
Improve
NPS
among
support
-
experienced
customers
Raise
the
net
promoter
score
specifically
among
customers
who
contacted
support
in
the
previous
90
days
.
S
Improve
NPS
for
the
customer
segment
that
has
contacted
support
in
the
prior
90
days
.
M
NPS
from
+31
to
+45
for
this
segment
,
sampled
quarterly
.
A
Grounded
in
the
resolution
-
time
and
follow
-
through
improvements
already
committed
to
this
year
.
R
Customers
who
have
raised
a
ticket
represent
47%
of
annual
recurring
revenue
.
T
+45
by
the
end
of
Q
4 2026.
05
Achieve
near
-
total
SLA
compliance
Meet
the
contractual
response
and
resolution
windows
for
Enterprise
and
Priority
tier
customers
.
S
Meet
every
contractual
response
and
resolution
window
for
Enterprise
and
Priority
tiers
.
M
SLA
attainment
from
88.4%
to
98%
for
P
1
and
P
2
tickets
; 96%
for
P
3
and
P
4.
A
Requires
automated
breach
alerts
firing
at
75%
of
the
SLA
window
,
before
the
clock
runs
out
.
R
SLA
misses
trigger
contractual
service
credits
—
these
totalled
$
48,000
last
year
.
T
98%
by
30
June
2026,
reported
weekly
to
the
service
operations
lead
.
06
Reduce
the
ticket
reopen
rate
Cut
the
number
of
tickets
customers
reopen
within
seven
days
of
closure
.
S
Reduce
tickets
reopened
within
seven
days
of
closure
,
signalling
an
incomplete
or
unclear
resolution
.
M
Reopen
rate
from
9.3%
to
under
4%.
A
Achieved
through
root
-
cause
tagging
on
every
reopen
and
a
mandatory
resolution
-
note
standard
.
R
A
reopened
ticket
costs
2.3×
the
handle
time
of
the
original
contact
.
T
Under
4%
by
31
August
2026.
2 / 4
07
Grow
self
-
service
deflection
Resolve
more
questions
in
the
help
centre
and
in
-
product
assistant
before
a
ticket
is
ever
created
.
S
Increase
the
share
of
questions
resolved
in
the
help
centre
and
in
-
product
assistant
before
a
ticket
is
created
.
M
Deflection
from
21%
to
40%
of
eligible
contact
volume
.
A
Requires
60
reworked
help
articles
and
12
new
guided
in
-
product
flows
.
R
A
deflected
contact
costs
roughly
$
1.10
to
serve
versus
$
6.40
for
a
live
ticket
.
T
40%
by
30
September
2026.
08
Raise
the
quality
assurance
score
Improve
the
average
score
agents
receive
on
the
twelve
-
point
interaction
quality
rubric
.
S
Raise
the
average
score
on
the
twelve
-
point
interaction
quality
rubric
across
all
agents
.
M
QA
average
from
84
to
93
,
with
no
agent
below
85
for
two
consecutive
months
.
A
Weekly
calibration
sessions
plus
individual
coaching
plans
for
the
bottom
quartile
.
R
QA
score
correlates
with
CSAT
at
r
= 0.71
in
internal
analysis
.
T
93
by
30
June
2026.
09
Lower
the
escalation
rate
Reduce
the
proportion
of
tickets
escalated
to
Tier
2
or
to
engineering
.
S
Reduce
tickets
escalated
from
Tier
1
to
Tier
2
or
engineering
.
M
Escalations
from
18%
to
11%
of
total
ticket
volume
.
A
Tier
1
upskilling
on
the
top
15
escalation
drivers
,
with
a
knowledge
check
after
each
module
.
R
Escalated
tickets
average
3.8
days
to
resolution
versus
0.9
days
for
those
closed
in
Tier
1.
T
11%
by
31
October
2026.
3 / 4
10
Shorten
new
agent
onboarding
Get
newly
hired
support
agents
to
full
independent
productivity
in
less
time
.
S
Reduce
the
time
it
takes
a
new
support
agent
to
work
independently
at
full
productivity
.
M
Time
to
first
solo
shift
from
21
days
to
12
days
,
with
a
90-
day
QA
score
of
88
or
above
.
A
Delivered
through
a
structured
eight
-
module
curriculum
paired
with
a
buddy
programme
.
R
Reduces
backfill
pressure
and
lowers
90-
day
attrition
from
22%
to
12%.
T
First
cohort
through
the
new
programme
by
1
May
2026.
4 / 4
