A CX leaderboard you can actually operate: first response time, time to resolution, deflection rate, and WISMO share of tickets.
The problem with vanity metrics
“Fast first response” is good — until it hides slow resolutions, too many touches per ticket, or a backlog growing during peak season.
A practical CX leaderboard
- WISMO share of tickets (high share means tracking UX needs work)
- Time to resolution by intent (WISMO vs. damaged vs. returns)
- Deflection rate (self-serve + automation)
- Escalation rate + accuracy (review mode saves you here)