Metrics & KPIsPercent 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>
Tags
incident, agreement, satisfaction, management