Which key performance indicator measures average time taken to resolve issues?

The average resolution time (ART) is the key performance indicator that specifically tracks the average duration it takes to resolve customer issues. This metric is crucial for understanding the efficiency of a support team in addressing and resolving client inquiries or problems.

Measuring ART allows organizations to gauge their responsiveness and effectiveness in handling customer support cases. A lower average resolution time often indicates that issues are being addressed effectively, leading to improved customer satisfaction. On the other hand, if the ART is high, it may suggest that there are inefficiencies or obstacles in the resolution process that need to be addressed to enhance service delivery.

While other indicators may reflect various aspects of customer service performance, such as customer satisfaction or the rate of issues resolved on the first contact, they do not specifically measure the average time taken to solve problems. Hence, ART is dedicated solely to assessing time efficiency in issue resolution.