Complaints Not Resolved on First Call Metric

Measure the total number of complaints that required additional calls to be resolved.

Track all your Support KPIs in one place

Sign up for free and start making decisions for your business with confidence.

Sign up with Google
Sign up with your email
Support KPI Example - Complaints Not Resolved on First Call Metric
Support KPI Example - Complaints Not Resolved on First Call Metric

Overview

Not all complaints can be solved with just a single call. The Complaints Not Resolved on First Call metric monitors the total number of complaints that were unable to be completely dealt with during the initial call.

Formula

(Complaints that were not solved on the first call/Total complaint calls)x100

Reporting frequency

Weekly

Example of KPI target

20% not resolved

Audience

Support Manager, Support Team

Variations

Complaints requiring additional calls

First call non-resolution rate

Start tracking your metrics

Level up your analytics with a free forever PowerMetrics account