Percentage of Closed Support Tickets Rated

What is the Percentage of Closed Support Tickets Rated?

The Percentage of Closed Support Tickets Rated KPI (yes, quite a mouthful!) measures the rate of closed support tickets that have received a rating from customers. It’s a support metric used by customer service teams to assess how willing their customers are to provide feedback.

Every company wants a high response rate that indicates the efficiency and courtesy of its customer service department. So it’s important to know if customers are actually evaluating their experience with your team.

This percentage gives you the overview you are looking for. You have a wide variety of options to choose from in regard to how you want to display it. For instance, you can select the time period that you want to focus on: daily, weekly, monthly, etc.

Moreover, you can also decide to show the percentage each employee has obtained, either a leaderboard with the top three, or with a table widget that includes all of them. This is a valuable way to keep the energy and motivation flowing in the office, and also for the manager to have a more accurate idea of who might be in need of more training.

Why is the Percentage of Closed Support Tickets Rated important?

Percentage of Closed Support Tickets Rated demonstrates the level of customer satisfaction with your call support staff, and by extension, your product.

• A high degree of satisfaction with both will encourage customers to respond positively to their support ticket survey.
• Conversely, a strongly negative experience with both will also prompt customers to rate their support ticket, but negatively.

Therefore, this metric can serve as a barometer for overall customer satisfaction with your business.

How to calculate Percentage of Closed Support Tickets Rated

How to increase the Percentage of Closed Support Tickets Rated

Ultimately, raising the number of rated tickets boils down to the level of customer satisfaction. Customers who feel strongly about your product or service will be more likely to review or rate it–so it’s incumbent on you to ensure your customers feel good enough about their experience to rate their support tickets positively.

A good nudge to obtain this feedback is by prompting your customers to leave a rating shortly after their call, chat, or interaction with your support team. Be sure your process to leave a rating is simple, such as pushing a number instead of having to answer several questions, for example.

This can mean additional training, adding support staff and, of course, ensuring your product or service meets industry and customer standards.

Here are some further telephony KPIs related to Percentage of Closed Support Tickets Rated for you to check out:

• Latest Received Rating Comment
• Average of Received Rating Score
• Number of Received Ratings