Smart metrics turn complaint data into continuous improvement fuel. See if you can match each KPI to its purpose.
Which KPI measures the share of issues resolved in the *very first* interaction?
Mean Time to Repair
First Contact Resolution
Escalation Rate
Customer Satisfaction Score
A 2025 benchmark suggests which overall satisfaction metric now correlates most with subscription renewals?
Complaint Volume
Average Handle Time
Customer Effort Score
Net Promoter Score
Which timing metric captures responsiveness from complaint intake to first acknowledgement?
Backlog Age
Resolution Time
Response Time SLA
Hold Time
Tracking the percentage of cases escalated beyond tier‑1 support primarily helps diagnose:
Payment success rate
Marketing ROI
Website speed
Knowledge gaps
When evaluating agent workload balance, leaders often review which KPI?
Tickets per Agent per Day
CSAT
Visitor Bounce Rate
Churn Rate
The ratio of complaints upheld versus dismissed is useful for assessing:
Bounce emails
Procedural fairness
Chatbot containment
Average revenue per user
Why is tracking *repeat complaint rate* critical?
It predicts search traffic
It drives ad bidding
It measures social followers
It shows if fixes truly stick
A rising *Average Time to Resolution* with stable volume may suggest:
Agents are faster
There are fewer channels
Cases are becoming more complex
Complaint forms are shorter
Which metric directly ties financial impact to complaint handling?
Open Rate
App Downloads
Click‑through Rate
Cost per Resolution
Surveys sent post‑resolution typically target feedback within what ideal time frame to maximize response accuracy?
Within 24 hours
After one week
After one month
At quarter end
Starter
Brush up on core concepts of the topic and try again.
Solid
Good grasp—polish the finer points for mastery.
Expert!
You know this inside out. Time to put it into practice.
