Which of the following is an example of a lagging indicator?

A lagging indicator is a metric that reflects the performance and outcomes of a process after it has occurred. It represents results that can be measured only after events have taken place, providing insight into past performance.

Cost per resolution serves as a lagging indicator because it measures the total costs incurred in resolving support issues, reflecting historical data on how effectively those issues were handled. By assessing cost per resolution, organizations can analyze financial performance related to support services after the resolutions have been completed, allowing for retrospective evaluations of productivity and efficiency.

In contrast, average handle time, average speed of answer, and customer complaints can all serve as leading indicators or operational metrics, providing insights into current performance or trends that may impact future customer satisfaction and service efficiency. These indicators are more forward-looking, focusing on processes and activities that can be adjusted to improve outcomes.