Do you often receive feature requests through your support desk?
If your company sells software or other services, there's a high chance that people will come to you with their ideas for what they'd like to see you do next. The question is, what do you do with those suggestions?
Every service desk should have standards, metrics and SLAs that they monitor and strive to live up to.
You could argue that no metric is more important than the impression of your users. They’re why you exist, right?