1 min lesson
Quality metrics: is the product getting better
Name the key items in "Quality metrics: is the product getting better", then explain why each one matters.
Step 1 of 2
Quality metrics: is the product getting better?what the program exists for
- Top issue themes by volume and ARR are the ranked clusters and the money sitting behind them.
- Regression count per release shows whether we ship new breakage as fast as we fix old.
- Repeat-contact rate matters because users coming back about the same theme means it isn't really resolved.
- Theme trend arrows show whether each top cluster is shrinking or growing week over week.
Leading vs lagging indicators
A spike in a single theme is a leading indicator. It tells you a support wave is coming before time-to-resolution degrades. Time-to-resolution and reopen rate are lagging; they confirm the wave already hit. The value of clustering daily is that you can warn engineering about the wave while it's still a ripple.