Which metric is considered a lagging indicator of the support center's effectiveness?

Customer Satisfaction is considered a lagging indicator of the support center's effectiveness because it reflects the perception of service quality after support interactions have occurred. This metric assesses how well the support center has performed based on the experiences of customers who have already received help. Since it measures outcomes after the service is delivered, it provides insight into past performance rather than immediate or real-time processes.

In contrast, Mean Time to Resolution (MTTR) is typically seen as a leading indicator since it tracks the time taken to resolve issues, allowing support teams to identify and mitigate potential problems proactively. Occupancy measures how resources are utilized during service delivery, reflecting current operational efficiency rather than outcomes. Availability indicates the readiness of support resources but focuses on capacity rather than customer experience. Thus, Customer Satisfaction distinctly highlights the results of support interactions, making it an essential lagging indicator.