Count contacts per thousand active customers

How to do it

Ticket counts grow with the customer base, so the raw number hides whether the product got better. The rate shows it. Define "active customer" once, as Define each metric once asks. Use the reasons from Tag every ticket with one contact reason. Send the top three reasons to the product owner each month, with their tickets linked. Count tickets from a declared incident apart, as Point outage contacts to the incident describes.

Examples

SQL example

SELECT reason,
       COUNT(*) * 1000.0 / (SELECT active_customers FROM monthly_active WHERE month = '2026-09') AS contacts_per_1000
FROM tickets
WHERE created_at >= '2026-09-01' AND created_at < '2026-10-01' AND incident_id IS NULL
GROUP BY reason
ORDER BY contacts_per_1000 DESC;

How to check

The monthly report shows the contact rate per 1,000 active customers in total and per reason, with incident tickets apart. The definition of "active customer" exists in one place and the report links to it.

Related rules

• SUP-4 Tag every ticket with one contact reason in Customer support
• DAT-53 Define each metric once in Data and databases
• SUP-21 Point outage contacts to the incident in Customer support