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Case Resolution metrics and KPIs

What are Case Resolution metrics?

Crafting the perfect Case Resolution metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Transfer these examples to your app of choice, or opt for Tability to help keep you on track.

Find Case Resolution metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Case Resolution metrics and KPIs

Metrics for IR & CCMA Risk Management

  • 1. Case Resolution Time

    The average time taken to resolve individual cases from initiation to closure

    What good looks like for this metric: 3-6 months

    Ideas to improve this metric
    • Establish clear procedures for case handling
    • Use automated systems for case tracking
    • Enhance communication between involved parties
    • Provide regular training for case managers
    • Regularly review unresolved cases to identify bottlenecks

  • 2. Success Rate of Resolutions

    The percentage of cases resolved without escalation or legal proceedings

    What good looks like for this metric: 70-85%

    Ideas to improve this metric
    • Invest in training for negotiation skills
    • Implement mediation before litigation
    • Track and analyse unsuccessful cases for improvements
    • Establish a collaborative problem-solving approach
    • Regularly update dispute resolution policies

  • 3. Number of Cases Per Employee

    The average number of IR & CCMA cases managed per employee

    What good looks like for this metric: 1-3 cases per year

    Ideas to improve this metric
    • Allocate dedicated case managers
    • Ensure balanced distribution of cases
    • Monitor individual case manager workloads
    • Implement preventative measures to reduce cases
    • Offer support services to employees to prevent issues

  • 4. Employee Satisfaction with Resolution Process

    A measure of how satisfied employees are with the case resolution process

    What good looks like for this metric: 80% satisfaction

    Ideas to improve this metric
    • Conduct regular surveys post-resolution
    • Incorporate feedback into process improvement
    • Enhance transparency of the process
    • Provide clear communication throughout the process
    • Offer employee support services during the process

  • 5. Cost of Resolution Per Case

    The average cost incurred by the company per resolved case

    What good looks like for this metric: $500-$2,000

    Ideas to improve this metric
    • Reduce legal costs through internal mediation
    • Implement cost-effective dispute resolution methods
    • Analyse high-cost cases for learning
    • Use technology to streamline processes
    • Negotiate vendor contracts for better rates
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Implement these metrics

Tracking your Case Resolution metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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