Getting started with self-service - Part 6: 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 @... 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. 

  • Giuseppe
    Zendesk Customer Care

    Hi Nabil,

    In addition to Phoebe's answer, I'd also like to note of the calculation for Self-service Score as per this article - Guide reporting tools for measuring self-service

    Self-service score = Total user sessions of your help center(s) / Total users in tickets

    The key difference is whether you want to look at a user or a user session. A single user could have 50 sessions in the help center, and these metrics will be pretty different in how you measure that one user’s success in finding their answers depending which formula you choose.

  • Mike McGuffie

    Is there a way to create a chart to monitor the self-service ratio in Explore?


  • Hiedi Kysther
    Zendesk Customer Care

    Hi Mike McGuffie

    We are working on adding a new Self-Service Reporting feature in Explore, unfortunately - we don't have an ETA yet for when that would be released.

    I suggest following our Announcement page here, to get notified of new features and updates we're launching. 

    I hope this helps! 


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