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.