Resolution time is a crucial marketing metric that’s often overlooked. It pertains to the time taken to resolve a query or issue raised by your customer. Resolution time measures the efficiency of your customer support team, and by extension, your company’s dedication to customer satisfaction.
The logic behind this is simple: the quicker you are in resolving customer issues, the higher your customer satisfaction rates are likely to be. And, as we all know, a satisfied customer is a loyal customer, and a loyal customer is a repeat customer.
Measuring Resolution Time
Measuring resolution time can be a straightforward process. It involves tracking the time it takes from when a customer query or complaint is raised until it is fully resolved. The measurement is typically done in hours or days, depending on the nature and complexity of the issues.
The objective is to keep the resolution time as low as possible. However, it’s essential to strike a balance between speed and the quality of solutions provided. Rushing through resolutions might reduce the time, but it could also lead to subpar solutions and disgruntled customers.
Here is a step-by-step process on how to measure resolution time:
- Step 1: Record the time when a customer raises a query or issue.
- Step 2: Track the time it takes for your team to acknowledge and start working on the issue.
- Step 3: Record when the solution is implemented and the issue is resolved.
- Step 4: Subtract the time mentioned in Step 1 from the time in Step 3. This gives you the resolution time.