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Resolution Rate metrics and KPIs

What are Resolution Rate metrics?

Finding the right Resolution Rate metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred tool, or adopt Tability to ensure you remain accountable.

Find Resolution Rate 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 Resolution Rate metrics and KPIs

Metrics for L2 Production Support

  • 1. Request Resolution Time

    Time taken to resolve support requests from initial report to resolution

    What good looks like for this metric: 2-4 hours

    Ideas to improve this metric
    • Prioritise requests based on urgency
    • Implement automated alerts for escalations
    • Conduct regular training sessions for support staff
    • Use ticketing system efficiently
    • Analyse past tickets for recurring issues

  • 2. First Contact Resolution Rate

    Percentage of requests resolved during the first interaction with support staff

    What good looks like for this metric: 70-80%

    Ideas to improve this metric
    • Empower staff with decision-making authority
    • Provide comprehensive training and resources
    • Ensure access to an updated knowledge base
    • Conduct regular performance reviews
    • Encourage collaboration among team members

  • 3. Customer Satisfaction Score

    Measurement of customer satisfaction after support engagement

    What good looks like for this metric: 80% satisfaction rate

    Ideas to improve this metric
    • Follow up with customers after resolution
    • Provide personalised support where possible
    • Gather feedback through surveys
    • Identify pain points in the support process
    • Continuously improve customer interaction skills

  • 4. Ticket Backlog

    Number of unresolved requests or tickets within a specific time period

    What good looks like for this metric: Less than 10% of total tickets

    Ideas to improve this metric
    • Monitor and raise alerts for high backlog
    • Allocate additional resources during peak times
    • Streamline processes to improve response times
    • Regularly review ticket statuses
    • Identify and address resource bottlenecks

  • 5. Reopen Rate

    Percentage of requests that have been reopened after they were marked resolved

    What good looks like for this metric: Less than 5%

    Ideas to improve this metric
    • Ensure thorough issue resolution before closing
    • Improve documentation for recurring issues
    • Engage experts for complex problems
    • Provide clear and concise solutions
    • Encourage feedback to understand unresolved issues
customer-satisfactionresolution-ratesupport-staffcustomer-service-managerproduction-support-teamquality-assurance-team
Implement these metrics

Tracking your Resolution Rate 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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