KPI 1 · Lower is better
First response (min)
Baseline
95
Current
22
Active target
30
% to target
112%
Expected by now
65.8
Updated
Oct 23
22actual vs 30 target
Reports to Tony
Support Lead
Last activity 2026-10-23
Keeps every client answered fast and happy.
Owns
Client tickets, satisfaction, escalations
Does not own
Billing disputes, sales
30-day goal · Nov 20
Hit KPI 1 30-day target and document the playbook.
60-day goal · Dec 20
Double throughput with the same quality bar.
90-day goal · Jan 19
Run fully autonomously with weekly owner review only.
This week's target
Ship 3 improvements and report numbers Friday.
Weekly objective
Close the gap on the at-risk KPI.
Goals status
Approved
KPIs
KPI 2 · Higher is better
CSAT
Baseline
82%
Current
90%
Active target
88%
% to target
133%
Expected by now
84.7%
Updated
Oct 23
90%actual vs 88% target
Recent work
- Oct 23Resolved 14 client tickets
- Oct 19Published new FAQ article
- Oct 16Escalation playbook updated
- Oct 13CSAT survey sent