Customer Support Metrics Beyond CSAT with Meghan Gallagher

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What should you measure when CSAT and response time don’t tell the whole story? Support operations consultant Meghan Gallagher joins us to discuss customer support metrics beyond satisfaction scores and speed.

We explore recontact rate, replies to resolve, customer sentiment, and how support data can reveal opportunities to improve the customer experience.

Meghan’s key takeaways:

• Look beyond speed: Quick replies can still leave customers without useful answers.
• Investigate the context: Use changes in metrics to explore staffing, tools, and knowledge gaps.
• Connect support to business outcomes: Show how the team contributes to retention and product improvements.

In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use data as a starting point for better conversations.

We also dig into better ways to measure support’s impact, including recontact rate, replies to resolve, customer sentiment, retention, product feedback, and team bandwidth.

Plus, Meghan shares practical advice for telling a clearer story to leadership, motivating your team without burning them out, and revisiting your metrics as your support team grows and changes.

We want to hear from you! Share your support stories and questions with us at [email protected]!

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