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Can you reduce costs and increase customer satisfaction? Benchmark your incident ticket reopens!

MylesS ‎09-16-2013 01:11 PM - edited ‎09-16-2013 01:12 PM

Recently, we asked several HP customers to give us their opinions on typical service management metrics. Additionally, we asked them about their actual performance. Today I would like to share what we learned on a key incident performance metric—incident reopens. Listen up if you want to improve customer satisfaction.


What’s a good benchmark?

By taking a weighted average of the customer responses we’ve received up to this point, we’re able to report that our participants as a whole felt the benchmark for incident reopens should be less than 5 percent. Contrast this figure to first call resolution (which had only 12.5 percent of respondents making their proposed benchmark), 53 percent of respondents actually make the grade for incident reopens. As I mentioned, these are the results we have received up to this point. We would love to hear your voice on the matter.




We would like you to vote on this and other service management benchmarks. Please click here and confidentially share what you think the benchmark performance should be for incident reopens and other important service desk measures.


Why do benchmarks matter?

If you could improve incident reopens by five percentage points or more, what would this mean in your environment? Remember that fewer reopens means that things are fixed correctly the first time. This by itself creates happier customers because customers do not to waste their time with repairs. Fewer repoens means that things were fixed correctly with either proper incident or problem management. This lowers the cost of service delivery and incident management over time.


So, putting everything together, the wisdom of the crowd says that incident reopens should be less than 5 percent. When this is not the case, you’re probably looking at inefficiency and poor service delivery. Therefore, if you want a pure play IT cost reduction, you should work to be world class in incident reopens.


How do you measure up to those who responded to the survey? Are there ways you can identify to improve this metric in your organization? I would love to hear from you on this topic, (or better yet I encourage you to take the survey and expand our survey pool).


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Solution page:  IT Service Management

Twitter: @MylesSuer

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About the Author


Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.

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