Ticket Quality Scoring Template
Although there is no consistent methodology for measuring Ticket Quality in the Service Desk industry, most Service Desks have developed their own scoring system for grading the quality of a ticket. Most will measure ticket quality on a scale of zero to 100%, and evaluate such things as analyst courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, adherence to the script, etc.
Ticket Quality is the foundation of Customer Satisfaction. Good Ticket Quality takes into account analyst knowledge and expertise, efficiency (i.e., Handle Time), and analyst courtesy and professionalism. Unless Ticket Quality is consistently high, it is difficult to achieve consistently high levels of Customer Satisfaction. When measured properly , Ticket Quality and Customer Satisfaction should track fairly closely.
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