Support / Customer Success
Escalation Rate ~ (aka "escalation ratio", "exec-escalation rate", "tier-2 handoff rate")
How often support cases or accounts get pushed up to higher tiers, management, or executives.
The fork, why two teams get different numbers
What "escalation" means forks hard: a routine tier-1-to-tier-2 handoff, a management or executive escalation, and a formally logged customer complaint are three different events, and folding them together buries the signal you care about.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: ITSM / support-operations convention - no single standards body