Getting started with self-service - Part 7: Tracking essential self-service metrics

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  • Nabil Kachour

    We went from 6:1 to 1.5:1 because you guys changed the way the self-service score is calculated - could you give me (in the nutshell) the difference (& benefits) between the 'old' and the 'new' calculation? Thanks.

  • Phoebe Venkat

    Hi Nabil Kachour I'm not from the Zendesk team, but here's what I would do. Keep using the previous SSS calc for now perhaps until end of your organization's current FY. Then you can decide to carve time to recalc in new FY instead of switching streams now. The most important thing is to educate stakeholders and provide context around dips, improvements, stalls, etc. They should be less concerned about the actual calculation. Hope this is helpful - either way, let me know what you think. 


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