# Results at a glance

> The headline numbers, with detail where I've written it up.

- Topic: Results
- About: Andrew Dyer, customer experience and operations leader, Boston
- Canonical page: https://andyer.com/help/articles/results-at-a-glance

Tap a number to see the detail I've written up.

**Support quality and efficiency**

- 97% CSAT (Workable), up from under 90%, at 6,000+ tickets a month. CSAT is thumbs-up replies as a share of all replies at the time of resolution.
- 50% lower contact rate (Workable) (tickets that reached a person, per monthly active user), which shows how well self-service and customer enablement work overall
- $300K saved per year (Workable), from deferred hiring
- 3-hour first reply time (Workable), 24/5, with about 15 support agents across four locations

**Customer outcomes**

- About +10 points of gross revenue retention (GRR) (Workable), to 90%, on a $19M, ~3,500-account SMB book
- About 30% faster time-to-value (Workable): onboarding went from 60 to 40 days
- 70+ NPS (Gazelle) at Gazelle, from a survey sent to users at the end of each transaction

**Growth and scale**

- $2M to $50M ARR (Workable) during my nine years at Workable
- A 25-person team (Workable) across Support, Education, and Digital Success, in four countries, including ICs and people managers, not just direct reports
- 7 ICs coached into first-time management
- About $20K a month in add-on services purchases (one-time, not recurring)

Also: Silver and Bronze Stevie Awards for customer service at Workable.