Experience telemetry
What the throughput numbers cost the people on the other side of them
18 measures across 17 audiences, split into the people who work inside the estate and the people the estate serves. more
Health
Direction of travel, not level
A measure is red because it is worse than its own baseline, regardless of whether the absolute number still looks acceptable.
How it runs
Employee, then customer
Each row shows the current reading, the baseline it is measured against, how it was collected and how many people it is based on. more
People who work inside the estate
9 measures · 0 degraded · 215,489 responses
| Measure | Audience | Baseline | Now | Move | Sample | Method | Collected |
|---|---|---|---|---|---|---|---|
Reached a person on the first attempt, when they asked for oneDegraded The clearest case of the trade the estate is making. more Survey of 2,410 employees against a population of roughly 41,000. Response skews towards people who had a problem. | Employees raising an HR case | 71.2 | 58.4 | -12.8 | 2,410 | survey | Aug 11, 2026 |
Satisfaction with the case outcomeDegraded Cases close nearly five times faster and satisfaction fell two tenths of a point. more | Employees whose HR case was closed | 4.3 | 4.1 | -0.2 | 3,180 | survey | Aug 11, 2026 |
Said the reason for the outcome was explained clearlyFlat Unchanged. Two thirds is not a good number and it has not moved in a year, which suggests explanation quality is nobody’s objective. | Employees who received an automated outcome | 66.0 | 66.0 | 0.0 | 2,410 | survey | Aug 11, 2026 |
Time to a usable answerImproved Measured from the platform, not asked. more Counts an answer as usable when the user stops asking. more | Employees using self-service | 8.7 | 3.2 | -5.5 | 184,000 | telemetry | Aug 17, 2026 |
Confidence in the decision without re-checking the sourceImproved Rising, slowly. The gap between a trust score of 87.4 and a manager confidence of 3.4 out of 5 is the distance between what the system believes about itself and what its supervisors believe about it. | Managers reviewing agent-produced decisions | 3.1 | 3.4 | +0.3 | 640 | survey | Jul 28, 2026 |
Automated outcomes sent back for rework after a challengeDegraded More work is automated and a larger share of it comes back. more | Employees who challenged an automated outcome | 6.2 | 8.9 | +2.7 | 11,400 | telemetry | Aug 17, 2026 |
Satisfaction with the resolutionImproved The counter-example. In IT, speed and satisfaction moved together. Password, access and provisioning work is where nobody wanted a conversation in the first place. | Employees whose IT incident was resolved without a person | 4.0 | 4.4 | +0.4 | 8,920 | survey | Aug 11, 2026 |
Described the automated close steps as understood, not opaqueImproved Improved after the station-level evidence trail was published. more | Finance staff on the monthly close | 58.0 | 72.0 | +14.0 | 310 | survey | Aug 4, 2026 |
Hours a week spent handling exceptions, per personImproved Time on exceptions fell per person while the number of people fell too. more Derived from work-unit timestamps rather than from time recording. more | Operations staff across all towers | 11.4 h | 6.1 h | -5.3 | 2,219 | telemetry | Aug 17, 2026 |
People the estate serves
9 measures · 0 degraded · 1,039,052 responses
| Measure | Audience | Baseline | Now | Move | Sample | Method | Collected |
|---|---|---|---|---|---|---|---|
Resolved without needing a second contactDegraded The second clear inversion. more | Customers raising a billing dispute | 74.8 | 63.1 | -11.7 | 4,780 | telemetry | Aug 17, 2026 |
Time to order acknowledgementImproved Every order in the week, not a sample. more | Customers placing an order | 252.0 | 11.0 | -241.0 | 107,549 | telemetry | Aug 17, 2026 |
Customer effort scoreImproved Lower is better. Simple queries got easier, which is what the automation was aimed at. | Customers with a billing query | 3.4 | 2.9 | -0.5 | 1,960 | survey | Aug 7, 2026 |
Reached a named person rather than a queue or a botDegraded The third inversion and the sharpest. more | Customers who asked to speak to someone | 69.0 | 44.2 | -24.8 | 3,140 | survey | Aug 7, 2026 |
Decision explained in writing with the reason statedImproved Automation made explanations cheap, so they got issued. more Measures that an explanation was sent, not that it was understood. more | Customers receiving a credit decision | 62.0 | 91.0 | +29.0 | 6,210 | telemetry | Aug 17, 2026 |
Satisfaction with the onboarding experienceImproved Barely moved despite the cycle time collapsing. more | Suppliers being onboarded | 3.5 | 3.6 | +0.1 | 480 | survey | Jul 21, 2026 |
Query answered correctly on the first responseImproved Improved because the agent can see the full document trail in one place, which the previous shared mailbox could not. | Suppliers querying an invoice | 68.2 | 81.4 | +13.2 | 9,400 | telemetry | Aug 17, 2026 |
Complaints per 10,000 transactionsDegraded Rate up 45 percent on a volume that more than doubled. more | All service recipients | 9.8 | 14.2 | +4.4 | 900,433 | telemetry | Aug 17, 2026 |
Net promoter scoreDegraded Six points down while the cost to serve fell by two thirds. more Modeled. It is a weighted reconstruction from the survey and complaint measures on this page rather than a directly fielded NPS study, and it should be read as a direction rather than a score. | All service recipients | 28.0 | 22.0 | -6.0 | 5,100 | modeled | Jul 31, 2026 |
What to pick up
Where throughput was bought with experience
Each of these is a measure that got worse while the corresponding volume, cost or cycle time improved. more
Reached a person on the first attempt, when they asked for one
71.2 → 58.4The clearest case of the trade the estate is making. more
Employees raising an HR case · survey · 2,410 responses · paired with H2R touchless share, 70 percent, up from 41
Satisfaction with the case outcome
4.3 → 4.1Cases close nearly five times faster and satisfaction fell two tenths of a point. more
Employees whose HR case was closed · survey · 3,180 responses · paired with H2R mean handling time, 4.2 hours, down from 19.6
Automated outcomes sent back for rework after a challenge
6.2 → 8.9More work is automated and a larger share of it comes back. more
Employees who challenged an automated outcome · telemetry · 11,400 responses · paired with R2R touchless share, 72 percent, up from 38
Resolved without needing a second contact
74.8 → 63.1The second clear inversion. more
Customers raising a billing dispute · telemetry · 4,780 responses · paired with O2C dispute cycle time, 3.1 days, down from 9.4
Reached a named person rather than a queue or a bot
69.0 → 44.2The third inversion and the sharpest. more
Customers who asked to speak to someone · survey · 3,140 responses · paired with C2L cost to serve, $9.86 per transaction, down from $28.90
Complaints per 10,000 transactions
9.8 → 14.2Rate up 45 percent on a volume that more than doubled. more
All service recipients · telemetry · 900,433 responses · paired with Estate volume, 900,433 transactions a week
Net promoter score
28.0 → 22.0Six points down while the cost to serve fell by two thirds. more
All service recipients · modeled · 5,100 responses · paired with Estate cost to serve, $9.1M a week, down from $27.9M
Detail on the record
Every measure against its own baseline
The bar is the current reading as a share of the better of the two readings, so a longer bar always means a better experience regardless of which direction the raw number moves.
Movement since baseline
18 measures · 10 up · 1 flat · 7 down
Reached a person on the first attempt, when they asked for one
employee · Employees raising an HR case
Satisfaction with the case outcome
employee · Employees whose HR case was closed
Said the reason for the outcome was explained clearly
employee · Employees who received an automated outcome
Time to a usable answer
employee · Employees using self-service
Confidence in the decision without re-checking the source
employee · Managers reviewing agent-produced decisions
Automated outcomes sent back for rework after a challenge
employee · Employees who challenged an automated outcome
Satisfaction with the resolution
employee · Employees whose IT incident was resolved without a person
Described the automated close steps as understood, not opaque
employee · Finance staff on the monthly close
Hours a week spent handling exceptions, per person
employee · Operations staff across all towers
Resolved without needing a second contact
customer · Customers raising a billing dispute
Time to order acknowledgement
customer · Customers placing an order
Customer effort score
customer · Customers with a billing query
Reached a named person rather than a queue or a bot
customer · Customers who asked to speak to someone
Decision explained in writing with the reason stated
customer · Customers receiving a credit decision
Satisfaction with the onboarding experience
customer · Suppliers being onboarded
Query answered correctly on the first response
customer · Suppliers querying an invoice
Complaints per 10,000 transactions
customer · All service recipients
Net promoter score
customer · All service recipients
Against the written intent
The stated position, tested against the telemetry
The program committed that automation would not be paid for out of the experience of the people around it. more
Position
No experience measure degrades while its paired throughput measure improves.
Not holding — 7 measures of 18 moved the wrong way. 39% of the telemetry.
Position
A person can always reach a person.
Employees raising an HR case: 71.2 → 58.4 · Customers who asked to speak to someone: 69.0 → 44.2
Position
Experience is asked, not inferred.
Partly — 9 of 18 measures come from asking somebody. The rest are derived from system events, which tell you what happened but not how it felt.
What this page is, and what it is not
A security certification and a penetration test are organizational attestations. more
Experience telemetry has the same limit. These 18 readings are generated from the modeled estate; no survey on this page was sent to a real person and no customer was actually asked. What the page does establish is a discipline rather than a fact: experience is reported on the same surface and at the same cadence as throughput, so a cycle-time gain cannot be presented without the 7 measures that moved the other way appearing next to it.
Actions
What is waiting on a person
Automation changes how the work feels before it changes what it costs. more
measures have degraded against their baseline
Worse than before the change, on the cohort own reading. more
measures carry a declared gap
The gap says what the number cannot see: a cohort not surveyed, a sample too small, a proxy standing in for the thing we wanted.
measures have not moved at all
Flat is a result. more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
18 measures across 17 audiences, 9 on the employee side and 9 on the customer side, resting on 1,254,541 responses in total. 9 are collected by survey … more
Live observability
What the record shows right now
Direction of travel against each measure own stated baseline. more
Current distribution
18 measures
Is policy and strategy coming to fruition
Whether the written intent is holding here
Partly. The measures exist and some of them are getting worse, which is the point of keeping them.
Not holding on the record
The intent was that nobody gets to claim a saving without showing what it did to the people on either side of the desk. more