Customer Support · Resolution · Component
The confirmation
Whether the customer says it was actually solved — a single question that produces a better measure than any internal proxy.
The deliverable
What it is
One question after closure — did this solve your problem — produces a measure no internal proxy matches. It is cheap and rarely asked.
Asked too early it measures relief; asked after the customer has tried the solution it measures resolution.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The follow-up
What happens when the answer is no.
3 attributes: Auto-reopen · Time to reopen · Reopened
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A customer who says it is not solved should not have to contact you again. Reopen it automatically.
The other components in resolution
The definition
What counts as resolved, from the customer’s side — because the problem stopping and the ticket closing are different events.
LearnThe repeat rate
How often the same person returns about the same thing — the closest available measure of whether anything was solved.
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