Average Resolution Time

What is Average Resolution Time?

The average time it takes for an organization to resolve a customer’s issue.

Why is Average Resolution Time important?

It is a better indicator of your overall customer satisfaction as it shows how fast you act upon a certain ticket.

How to Calculate Average Resolution Time?

First, select a period ⁠— a month or a quarter.

Take the total time spent on resolution.

Divide it with the total number of tickets.

Tips to improve your Average Resolution Time

Prioritize customer success and invest in better training.

Use CRM tools to streamline tickets.

Empower reps so that they can resolve issues quicker.

Look for recurring (product) issues and fix them permanently.