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.

  • Total time / Number of tickets = Average Resolution Time.

    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.