Customer Support · Resolution · Component
The repeat rate
How often the same person returns about the same thing — the closest available measure of whether anything was solved.
The deliverable
What it is
Repeat contact is hard to game and easy to compute. A closure that produces a second contact about the same thing was not a resolution.
It also identifies the categories where the first answer is systematically inadequate, which is where the improvement is.
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 worst categories
Which kinds of case produce most repeats.
3 attributes: Category · Repeat rate · Reason
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Repeat contact rate is hard to game and easy to compute, which is why it is the honest resolution measure.
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 confirmation
Whether the customer says it was actually solved — a single question that produces a better measure than any internal proxy.
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