Counter-metrics (or guardrail metrics) are secondary metrics you track to ensure that improving your North Star Metric doesn't cause damage in other areas.
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Give an example of a counter-metric for Support.
If your goal is to reduce "Average Handling Time" (AHT), your counter-metric should be "Customer Satisfaction" (CSAT). If you reduce AHT by rushing customers, your CSAT will drop, signaling a poor outcome.
Knowledge Challenge
Mastered Counter-Metrics (Guardrail Metrics)? Now try to guess the related 6-letter word!
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