Which metric is crucial to analyze when discovering a decrease in customer satisfaction linked to service operations?

Analyzing the first-call resolution rate is crucial when addressing a decrease in customer satisfaction related to service operations. This metric indicates how effectively service agents resolve customer issues during the initial interaction without the need for follow-ups or escalations. A low first-call resolution rate may signal that customers are experiencing repeated contacts for the same issue, leading to frustration and a diminished service experience.

When customers are repeatedly required to reach out for further assistance, their perception of the service quality declines, directly impacting overall satisfaction. Thus, monitoring this rate helps service teams identify areas for improvement in their problem-solving capabilities, training needs, or resource allocation, ultimately enhancing customer satisfaction.

While other metrics such as case closure time, agent interaction time, and escalation rates provide useful insights into service operations, they do not target the core aspect of customer experience derived from the effectiveness of the initial response. Therefore, the first-call resolution rate stands out as a key performance indicator of customer satisfaction in the service context.