We want to get people solutions, and we want to do it with as little back-and-forth as possible—replies allows us to track both. As for response time, it’s always been something we look at, and now a bucketed measure of how many users are getting replies within X hours is front and center.
Every team has their own personal metrics they like to track. But I think Micah really gets to some solid ones here with the number of replies and response time. If either are those are high, customers will be frustrated.
Throw in the customer happiness score and that’s the core of any good metric tracking.