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Customer complaint resolution time

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What is Customer Complaint Resolution Time?

Customer Complaint Resolution Time (CCRT) refers to the duration taken by a business or service provider to address, resolve, and close a customer complaint or issue.

In the context of Professional Service Automation (PSA), it’s a crucial metric that reflects the efficiency of the service process, the responsiveness of the team, and the overall customer satisfaction.

Importance of Customer Complaint Resolution Time

Quick and effective complaint resolution is pivotal for several reasons:

1. Customer Satisfaction: A swift resolution enhances customer trust and loyalty.

2. Operational Efficiency: It indicates the efficiency of the service team and the ticket management system.

3. Reputation Management: Word of mouth is powerful. Resolving issues promptly can prevent negative reviews and bolster a company’s reputation.

4. Financial Implications: Prolonged resolution times can lead to increased operational costs and potential loss of business.

Importance of Customer Complaint Resolution Time

Calculating Customer Complaint Resolution Time


CCRT = Time of Complaint Closure−Time of Complaint Receipt


Suppose a customer lodged a complaint about a project management tool at 10:00 AM. The issue was resolved and closed by 4:00 PM the same day.

Using the formula:



Customer Complaint Resolution Time vs Other Metrics

While CCRT focuses on the time taken to resolve a complaint, there are other related metrics:

1. First Response Time: The time taken to first respond to a customer’s complaint after it’s lodged. It doesn’t consider the resolution.

2. Average Handle Time: Includes the total time taken to address, resolve, and follow-up on a complaint.

3. Total Tickets: The number of complaints or issues logged within a specific period. This metric, combined with CCRT, can provide insights into the efficiency of the ticket management software.

Metric Description Use Case
Customer Complaint Resolution Time Measures the average time it takes to fully resolve a customer complaint, starting from when it’s initially reported until it’s considered closed or the customer is satisfied. Useful for understanding how long it takes to address and resolve customer complaints, which is crucial for customer satisfaction.
First Contact Resolution Rate Measures the percentage of customer complaints that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Useful for evaluating the ability to address and resolve complaints during the initial contact, which can improve customer satisfaction and reduce effort for both customers and support teams.
Net Promoter Score (NPS) Measures the willingness of customers to recommend a company’s products or services to others. Useful for assessing the overall sentiment and loyalty of customers, which can be influenced by how effectively complaints are resolved.
Customer Satisfaction (CSAT) Measures the level of customer satisfaction with the complaint resolution process. Useful for understanding how well the complaint management process meets customer expectations and identifying areas for improvement.

Utilizing Customer Complaint Resolution Time

CCRT is not just a metric; it’s a tool:

1. Performance Evaluation: Businesses can assess the performance of their service teams and identify areas for improvement.

2. Resource Allocation: By analyzing CCRT, companies can allocate resources more effectively, ensuring that high-priority issues are addressed promptly.

3. Feedback Loop: CCRT can act as a feedback mechanism for product development, helping in refining the offerings based on customer feedback.

4. Strategic Planning: With insights from CCRT, businesses can strategize better, ensuring customer-centric growth.

Ready to Optimize Your Customer Complaint Resolution Time?

KEBS, a leading PSA software, plays a pivotal role in optimizing CCRT. KEBS offers an advanced ticket management system that categorizes and prioritizes complaints, ensuring swift resolutions. With KEBS, businesses can get real-time insights into their CCRT, enabling them to make informed decisions.

KEBS seamlessly integrates with other business systems, ensuring that all customer-related data is in one place, facilitating quicker resolutions.

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Ready to optimize your Customer Complaint Resolution Time? Contact us today or request a demo to see KEBS in action!

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