Percent of incidents closed satisfactorily

Definition

A comparative measure of what percentage of incidents closed, were closed to the satisfaction of the customer. The measure is for general use and has a service provider organization perspective. This implies customer agreement as to closure and an indication as to the degree of customer focus and level of engagement. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>

Formula

Tags

incident, agreement, satisfaction, management

Metadata

Category: USM540 Service Incident Management · Added: May 17, 2026