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Issue Escalation Satisfaction

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What is Issue Escalation Satisfaction?

Issue Escalation Satisfaction (IES) is a metric used to gauge the effectiveness and efficiency of issue escalation processes within an organization. In the context of Professional Service Automation (PSA), it measures how satisfied clients are with the way escalated issues are handled. This includes the speed, accuracy, and communication involved in resolving escalated problems.

Moreover, a well-handled escalation process can also help identify areas for improvement, contributing to the continuous enhancement of service quality and operational efficiency within the organization.

Importance of Issue Escalation Satisfaction

Issue escalation satisfaction is a critical aspect of Professional Service Automation (PSA) that cannot be overlooked. In a PSA system, the efficient resolution of client issues is essential for maintaining positive client relationships and ensuring the success of projects. IES is crucial for several reasons:

1. Client Retention: Satisfied clients are more likely to continue their partnership with a service provider.

2. Reputation Management: Efficient issue resolution enhances an organization’s reputation, leading to potential referrals.

3. Operational Efficiency: A high IES score indicates streamlined processes, reducing time and resources spent on issue resolution.

4. Financial Impact: Efficient issue resolution can lead to reduced costs and increased revenues.

Importance of Issue Escalation Satisfaction

Calculating Issue Escalation Satisfaction


IES = (Number of Satisfied Escalations / Total Number of Escalations) × 100


Let’s say a PSA firm had 100 escalated issues in a month. Out of these, 85 were resolved to the client’s satisfaction. Using the formula:


This means the firm has an Issue Escalation Satisfaction rate of 85%.

Issue Escalation Satisfaction vs Other Metrics

IES is distinct from other metrics such as:

1. Customer Satisfaction (CSAT): While CSAT measures overall client satisfaction, IES focuses solely on escalated issues.

2. Net Promoter Score (NPS): NPS gauges the likelihood of clients recommending a service, whereas IES assesses satisfaction from issue resolution.

3. First Response Time (FRT): FRT measures the time taken to respond to a client’s initial query, not the entire escalation process.

Metric Description Importance
Issue Escalation Satisfaction Measures the level of client or customer satisfaction when issues are escalated within the PSA system. High satisfaction indicates effective issue resolution. High
First-Time Issue Resolution Rate Percentage of issues resolved on the first attempt without the need for escalation. Higher rates indicate a more efficient support process. High
Average Issue Resolution Time The average time it takes to resolve issues within the PSA system. Shorter resolution times are generally preferable. High
Ticket Backlog The number of unresolved support tickets. A high backlog may indicate inefficiencies in handling issues. Low

Utilizing Issue Escalation Satisfaction in PSA

IES is used in PSA to:

1. Identify Bottlenecks: By analyzing areas with low IES scores, firms can pinpoint and rectify inefficiencies.

2. Improve Communication: Firms can enhance their communication channels based on IES feedback, ensuring clients are always in the loop.

3. Integrate with Tools: PSA tools, like ticket management software, can be used to track and improve IES scores.

Ready to Optimize Your Issue Escalation Satisfaction?

KEBS, a leading PSA software, offers features to optimize IES. Streamline the escalation process, ensuring issues are directed to the right teams swiftly. Monitor IES scores in real-time, allowing for immediate action when scores drop.

KEBS can be integrated with other business systems, ensuring a seamless escalation process.

KEBS Ticket Management

For those looking to delve deeper into the capabilities of KEBS and how it can transform your PSA processes, contact us or request a demo today.

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