I’m really proud of the support team for their evolving relationship with the use of metrics. We got a lot of value out of rigorously analyzing our support caseload to figure out the right level of staffing, scheduling, and address root causes, but we can do all of those things without real-time reporting. Knowing when not to look at a piece of data is just as important as knowing when to look.
I do a lot of reporting: on operations, on support, on usage, on finances, on marketing, and on every other topic that matters to a business. Whenever I consider a new piece of reporting, I ask myself one question: what’s the point? What’s the action or decision that this reporting is intended to impact? When someone consumes it, what can they do about it? Can they make a decision? Can they go do something personally or ask someone to do something? If there’s nothing that can be done in response to a report, does it need to be reported in that manner?