Completed Customer Service Cases
What is it?
Completed Customer Service Cases represent the number of customer service inquiries or issues that have undergone a resolution action, such as problem resolution, answering questions, or providing desired support, during a specified time period. This metric measures how effectively and promptly an organization handles and resolves customer issues.
How is it calculated?
Total number of customer service cases resolved during the period = Number of completed customer service cases
* Includes only the customer care services that have been completed during the period. The key figure does not take into account when the case was created.
Why is it important to follow?
Tracking the number of completed customer service cases is important for evaluating an organization's customer service performance and efficiency. By monitoring this metric, one can assess how well the organization meets customers' needs and expectations and identify areas for improvement in customer service management. It's also a measure of customer satisfaction, as a high proportion of completed cases may indicate that customers are satisfied with the service provided and that their problems and inquiries are being addressed effectively and promptly.
The KPI should be used in combination with other KPIs.
Created by Homepal
3/6/2024
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