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In customer support, the Ticket Reopen Rate is a revealing KPI that provides insights into the quality and permanence of problem resolutions provided by service teams. Recognizing and minimizing the Ticket Reopen Rate is crucial for delivering lasting solutions and promoting customer satisfaction. This article delves into understanding this KPI, the impacting factors, and how to improve it effectively.
Ticket Reopen Rate measures the percentage of support tickets that are reopened after being marked as resolved. This figure can indicate recurring issues and the effectiveness of initial solutions provided by support personnel.
A high rate of ticket reopens may signal insufficient or temporary solutions, a need for additional staff training, or systemic issues. Conversely, a low reopen rate typically suggests that customer concerns are being effectively resolved in the first instance.
The Ticket Reopen Rate can be calculated by dividing the number of reopened tickets by the total number of resolved tickets:
Ticket Reopen Rate = (Number of Reopened Tickets / Number of Resolved Tickets) x 100
Benchmarks for this rate can vary across industries, but ideally, keeping the Ticket Reopen Rate as low as possible is the goal to strive for optimal customer service performance.
By focusing on reducing the Ticket Reopen Rate, service departments can ensure higher resolution quality, leading to greater customer trust and fewer repetitive issues.
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