
User-Centric KPIs
|Dec 26th 2024
3 min
How Quality Support Sets Your Brand Apart
Stand out in a crowded market. Discover how quality customer support can be the edge that keeps customers loyal and makes your brand memorable.
Written by: Karl Evans
CEO
Why? Because the metrics you’re tracking don’t reflect what truly matters to them. That’s where user-centric KPIs come in – focusing on what your users need, not just what your internal processes measure.
Here’s how to rethink your KPIs through the lens of the user:
Forget about the noise. In the end, it boils down to two questions:
Everything else – first response time, number of tickets per hour, becomes secondary. What matters is how quickly you deliver what the user actually needs and how satisfied they are at the end of that experience.
“Would I be happy if I were the user? Did we truly meet their expectations, or better yet, exceed them?”
Numbers tell part of the story, but emotions tell the rest. The total resolution time gives you hard data, but user feedback, whether you exceeded expectations, met them, or missed them, provides the emotional insight. Sometimes, it’s the “fluffy” things that reveal the most about how to improve.
“It’s not just about closing a ticket. It’s about capturing how the user felt at every step of the way.”
Don’t wait. Knowing how the user feels in real-time lets you fix problems fast. But the real value comes from looking at the bigger picture, tracking trends and asking: Are we consistently getting better? Are our changes improving the user experience over time? Short-term reactions matter, but long-term improvements are what make the biggest impact.
“Quick fixes are good, but lasting improvement? That’s where the real impact happens.”
KPIs aren’t just about meeting a number, they’re about shaping behaviour. At Fixate, we don’t just set minimum standards; we set the expectation that we can always be better. With a team that’s self-driven, KPIs become a guide for continuous improvement, not a ceiling for performance.
“How can we do this better tomorrow? That’s the mindset we want KPIs to encourage.”
When you hire people who genuinely care, exceeding KPIs isn’t a pressure, it’s the natural result. These are the people who look for ways to improve without being asked. They don’t just meet the mark; they’re constantly searching for ways to go above and beyond, because they’re invested in making things better for the user.
“Exceeding expectations isn’t about pressure, it’s about passion and a genuine desire to improve.”
When it comes to setting KPIs, focus on what truly matters: the user experience. At Fixate, we believe the only KPIs that count are how fast you resolve the issue and how happy the user feels afterward. Balancing hard data with emotional feedback, real-time reactions with long-term trends, and a mindset of continuous improvement are key. KPIs aren’t just about hitting targets – they’re about shaping a culture that strives to exceed expectations. In the end, it’s not the internal numbers that matter, but how the user feels when they walk away.