Next Issue Avoidance

What is next issue avoidance?

This metric looks at how many customers have more than one issue in a given time frame (often looked at over a week or a month).

This shows whether your support agents are thinking proactively and anticipating future questions the customer is likely to have. If they are, fewer customers will come back and open a new query shortly after their first.

This is a good one to track to balance out FCR – while you (and your metrics) might think you’ve solved an issue in one contact, the customer doesn’t feel that way because they had to contact you again.

Deliver Excellent Customer Support Experiences With Ease