Support Imperative: Track and Report Defects

by Nov 11, 2019

If a customer took the time to report an issue, Support has the obligation to document this event.

Defect or Design?

Many technology vendors define defects based on internal definitions and design specifications and not necessarily on customers’ perceptions of an issue that they perceive to be a limitation.

In some instances, a perceived defect is a legitimate product limitation and other cases is caused by user error, improper configuration, or a combination of non-defect related circumstances.

Whether or not the root-cause of an issue is truly a defect as classified by Engineering, what matters most is what the customer perceives.

If a customer perceives that a product is defective it will affect the tenor of the support transaction; will possibly influence a customer’s satisfaction with a support transaction; and may have broad implications for the relationship between the company and the customer.

See the article titled Customers think that your products are buggy – Now what?

Support Imperative: Track and Report Defects

If a customer took the time to report an issue, Support has the obligation to document this event.

Carefully and fully document defect related cases and the associated impact on customer satisfaction, future product purchases and subscription renewal rates to detect early indications that product defect rates are impacting the future of customer relationships.

Next Steps

ServiceXRG offers a wealth of expertise through coaching and research to help you define measures of success and to benchmark your performance.  Please review other reports and articles related to Metrics and contact us if we can help.

More Metrics Articles

Login to Access the Full Report

If you don’t have an account, create a free* membership.


*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

Related Articles

5 Principles for Service Success in 2020 and Beyond

There are many approaches to achieve service success and each company must chart its own unique course. Regardless of the path, there are five principles that all companies must embrace. Every company must have an established CX plan, attainable goals, well-defined service programs, optimized service capabilities and the means to measure and improve performance. These five principles establish the foundation from which to define, execute and achieve tangible, positive service outcomes.

read more

Using Net Recurring Revenue to Identify Customer Service Opportunities and Risks

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more

Support Demand: Problem or Opportunity?

Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.

read more

Time to Resolve (TTR)

Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.

read more

Optimizing First Contact Resolution (FCR)

There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.

read more

Pin It on Pinterest

Share This