Metrics are useful for measuring a specific element of your service, for example the technician's work, his punctuality, the lead times before the visit, etc. and to see the evolution over time. They allow you to quickly see where you need to put your focus on.
How is a metric calculated
First, you must have a “scale” or “scale question group” type question and have selected a metric for each question.
The metric represents the average of all responses (1/5 to 5/5) to that specific question.
If the metric is found in several questions or forms, for example customer service which can be found in an installation and service call form, it will be the average of all answers to all questions.