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.

  • 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.

  • 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. 


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