{"id":359122,"date":"2022-05-23T16:31:57","date_gmt":"2022-05-23T23:31:57","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=359122"},"modified":"2023-08-16T09:14:22","modified_gmt":"2023-08-16T09:14:22","slug":"time-to-resolution","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/time-to-resolution\/","title":{"rendered":"Time to Resolution: What it is & How to Calculate it"},"content":{"rendered":"\n

As soon as your client reaches out, asking for support, the clock starts ticking. It will not stop until that client has a response that they consider complete. <\/span>If you want your customer to know that you care about their time, the best you can do is have the Time to Resolution Customer Service metric well incorporated into your business strategy.<\/span><\/p>\n\n\n\n

LEARN ABOUT:<\/strong> Time to Value<\/a><\/em><\/p>\n\n\n\n

In this article, we\u2019ll dive into all of the details of what TTR is, why it is important for your business and why you should always take it into consideration. <\/span><\/p>\n\n\n\n

What is Time to Resolution?<\/b><\/h2>\n\n\n\n

Time to Resolution (TTR) is a customer service metric that measures the average time it takes for customer interaction to occur before the interaction is marked as resolved. <\/span><\/p>\n\n\n\n

In other words, time to resolution (TTR) is a customer service metric that tracks \u201chow long it takes to resolve a customer issue\u201d. This is one of the general metric standards of customer service. <\/span><\/p>\n\n\n\n

TTR can also be called Main Time to Resolution (MTTR) or average resolution time.<\/span><\/p>\n\n\n\n

Learn About: Complaint Resolution<\/a><\/em><\/p>\n\n\n\n

Why do you need to measure Time to Resolution? <\/b><\/h2>\n\n\n\n

Let\u2019s go from the basics. Measuring Time to Resolution is critical because time matters to your company as well as to your client. An agile customer service response to a customer\u2019s query is only part of a good service, which goes aligned to a great customer experience<\/a>. <\/span><\/p>\n\n\n\n

A customer who asks a question and gets a good answer that solves their problem within minutes or hours (depending on the issue) will definitely be more satisfied with your business service than one who gets the exact same answer within days. <\/span><\/p>\n\n\n\n

Recent Customer Service research studies indicate that being more responsive and effective at problem-solving is directly associated with an increase in customer satisfaction<\/a> and loyalty. <\/span><\/p>\n\n\n\n

Keep in mind that TTR measures the amount of time it takes to reach an acceptable solution for the customer. This means it\u2019s about response time and the quality customer service provides to help the customer solve their problem or complaint.<\/span><\/p>\n\n\n\n

TTR is a convenient shorthand measure for tracking the overall customer experience of your client, but as you might already know, TTR is not the only metric your Customer Service<\/a> team needs. Remember you also need to measure too first-time response (FTR), Net Promoter Score (NPS)<\/a>, and Customer Lifetime Value (CLV), to name a few. Focusing on only one metric could be potentially harmful for your business, as it doesn\u2019t tell the whole story. It is critical that your team support themselves with other customer satisfaction metrics<\/a> in order to have better customer service and more happy customers.  <\/span><\/p>\n\n\n\n\t

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