Maximizing Satisfaction with Support Case Resolution

by Jul 17, 2018

Customers do not typically like to call for technical assistance, but when they do they are most often satisfied with the results of the service they receive. Overall 70.5% of cases are resolved to the satisfaction of customers regardless of time to close.

Speed + Quality = Satisfaction

In the chart below 87.6% of customers that received a satisfactory answer to their question within a timeframe that met their expectations indicate that they are satisfied.  The majority (70%) of customers that did not receive a timely answer report that they are dissatisfied.

To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time.

To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time.

Time to Resolve (TTR)

As time to resolve (TTR) increases the level of dissatisfaction rises.  Positive satisfaction can be sustained as resolution times increase if customers are kept up to date and feel that progress is being made towards a solution.

Quality of Answer

Customer dissatisfaction with case resolution is more closely associated with the effectiveness of an answer provided by Support.  As the effectiveness of an answer declines the level of dissatisfaction with the support case grows.

Satisfaction with Case Resolution When a satisfactory answer is received within a reasonable amount of time

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