how you measure customer experience. What metrics matter most to your team, and what targets do you use to guide your work?

Hi, hope you are doing well!

The metrics I check most often in Zendesk are CSAT, first response time, and resolution time. They help me understand how satisfied customers are and how efficiently support requests are being handled.

I usually set goals by looking at past performance and making small improvements over time, rather than aiming for unrealistic numbers. Reviewing reports regularly helps me spot trends, like recurring issues or slower response times, so I can improve workflows or update help center content when needed.

I don't rely only on numbers. Customer comments are just as important because they explain the reason behind the ratings and often highlight areas that need attention. For me, the best way to measure success is by combining performance metrics with customer feedback to continuously improve the overall customer experience.

Thanks

Ifra Saqlain