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.
