A metric is useful when it helps answer a decision-relevant question. A large number can look impressive while saying little about whether a service is working. Start with the goal before choosing what to count. If the goal is successful order completion, visits alone are insufficient. You might track completed orders, unresolved problems, and time to resolution. Define each measure consistently, including its timeframe and denominator. Keep the collection method clear enough to repeat. One measure can encourage unintended behaviour if treated as the only target. Faster handling may be undesirable when errors increase. Combine a volume measure with quality or outcome evidence and interpret changes in context. A correlation does not automatically identify the cause. Practice: Choose a goal and two complementary metrics. Explain what each reveals, what it misses, and which decision the measurements would inform.