Days customer care tickets has been open
What is it?
This metric shows the average number of days active customer care tickets have been open, meaning the time that has passed since a customer care ticket was registered
The key figure provides insights into the efficiency of the workflow and can be used to identify areas where there may be many, but above all, long customer care tickets that are not completed. It helps property management assess how quickly they are handling and completing customer care tickets and improve the work process if there are challenges in keeping customer care tickets open for longer than desired.
In some cases, the KPI may just be a good indicator to clear your source system of customer care tickets that have been left for too long and mostly interfere with other statistics and analysis.
How is it calculated?
Number of days customer care tickets have been open summed / Number of customer care tickets = days/work order
* Includes only those work orders that are registered but not completed right now.
Why is it important to follow?
One should follow the key figure for the following reasons:
Efficiency: It gives an indication of how quickly and efficiently customer care cases are handled and completed. A short average number of days indicates fast service and high efficiency.
Service quality: A low average number of days indicates that service is delivered quickly and that customers and tenants receive prompt responses to their needs and concerns. This can improve service quality and increase customer satisfaction.
Resource allocation: It helps to assess whether the resources and manpower are sufficient and properly allocated to handle customer care cases. If customer care cases tend to remain open for long periods of time, this may indicate the need to reallocate resources to improve handling.
Process improvement: By following the key figure, one can identify areas where the workflow can be improved, including any necessary training or changes in the work process.
In summary, the key figure provides valuable information about customer care case management and efficiency within the business. It helps to ensure fast and quality service for the properties while providing the opportunity to identify and address any challenges in the work process.
Created by Homepal
11/6/2023
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