Support / Customer Success
Support Contact Rate ~ (aka "tickets per account", "tickets per active user", "contact ratio")
How much support demand a customer generates, ticket volume normalized by accounts or active users.
The fork, why two teams get different numbers
Denominator forks: tickets per account vs per active user vs per dollar of ARR vs per order/transaction, each answering a different question.
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: Support-operations convention - no single standards body