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Issue Customer Feedback Rate

Analyze Your Business Performance with Issue Customer Feedback Rate.

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What is Issue Customer Feedback Rate?

Issue Customer Feedback Rate (ICFR) is a metric used to gauge the frequency at which customers provide feedback on issues they encounter with a product or service. In the context of Professional Service Automation (PSA), it measures how often clients voice their concerns, suggestions, or problems regarding the automation services provided.

A high feedback rate indicates an engaged and proactive customer base, while a low rate may signal disengagement or dissatisfaction. By actively seeking and addressing customer feedback, companies can enhance their products, services, and overall customer experience, ultimately fostering customer loyalty and driving business growth.

Importance of Issue Customer Feedback Rate

The importance of tracking and improving the customer feedback rate cannot be overstated in today’s business landscape. Customer feedback serves as a valuable source of insights, enabling businesses to understand their customers’ needs, preferences, and pain points. Understanding the ICFR is crucial for several reasons:

1. Client Satisfaction: A high ICFR might indicate dissatisfaction, prompting businesses to take corrective actions.

2. Product Improvement: Feedback helps in refining the PSA tools, ensuring they meet client needs.

3. Risk Management: Addressing issues proactively can prevent larger problems in the future. For instance, a glitch in project management software can be rectified before it affects other clients.

Importance of Issue Customer Feedback Rate

Calculating Issue Customer Feedback Rate


ICFR = (Number of Feedback Issues / Total Number of Users) × 100


If a PSA tool has 1000 users and 50 of them reported issues, then:


Issue Customer Feedback Rate vs Other Metrics

While customer feedback is invaluable for improving service quality and maintaining client satisfaction, it must be considered alongside other key performance indicators such as project completion times, resource utilization, and profitability. While ICFR focuses on feedback frequency, other metrics offer different insights:

1. Customer Satisfaction Score (CSAT): Measures overall customer contentment.

2. Net Promoter Score (NPS): Gauges the likelihood of clients recommending your services.

3. Ticket Resolution Time: In ticket management, it’s the time taken to resolve client issues.

Metric Description Significance
Issue Customer Feedback Rate The percentage of issues or problems reported by customers. Higher rates may indicate service quality issues.
Customer Satisfaction Index A measure of overall customer satisfaction with your services. A low index can be correlated with higher feedback rates.
Response Time The average time taken to address and resolve customer issues. Faster response times can lead to lower feedback rates.
First-Time Resolution Rate The percentage of customer issues resolved on the first interaction. Higher rates may result in fewer recurring issues.

Utilizing Issue Customer Feedback Rate

By systematically collecting and analyzing feedback from clients, PSAs can refine their processes, address issues promptly, and continually strive for higher service quality, fostering stronger client relationships and business growth. ICFR can be used to:

1. Prioritize Product Updates: High feedback on a particular feature in resource management software can indicate the need for refinement.

2. Enhance Customer Support: By understanding common issues, support teams can be better prepared.

Ready to Optimize Your Issue Customer Feedback Rate?

KEBS, a leading PSA software, offers tools to help businesses address and lower their ICFR. Dive deep into feedback trends using KEBS powerful reporting.

KEBS believes in continuous improvement in resource management for PSA, ensuring the software evolves based on client needs.

KEBS Ticket Management

Ready to optimize your Issue Customer Feedback Rate? Contact KEBS today or request a demo to see how it can transform your PSA endeavors.

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