A closed ticket isn’t a solved problem
HR service metrics should show what happened to the employee, not just whether a ticket closed on time.
A service dashboard should show what happened to the employee.
An HR team can hit its response target while an employee is still waiting for a correction. The dashboard is green. The experience isn’t.
A closure tells you about the process, not the outcome. Was the payment corrected? Did the manager understand the guidance? Did the employee go to another team because the first answer didn’t work? A small sample of real cases makes the numbers far more telling.
Where I’d start: for one service, track elapsed time to resolution, repeat contacts, employee effort and confirmed completion. Review difficult cases with the team every month. Keep complexity and channel visible so comparisons stay fair.
The test: don’t build a target that rewards avoiding escalation. Some cases need more time and a specialist. That’s part of the service.
Source: GOV.UK · Define success and publish performance data
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