💬 Customer Service Quality Insights Report Intro
The Customer Service Quality Insights Report helps you track how quickly and effectively you support customers — and how satisfied they are with the experience.
It brings together your Response Time, Ticket Lifetime, Customer Satisfaction (CSAT), and Urgent Ticket Rate, which together determine your Customer Service Quality Score within the Seller Performance Rating.
📈 Score Development Overview
At the top, you’ll find daily trends for your four key service metrics: Response Time, Ticket Lifetime, CSAT, and Urgent Score.
Stable high lines indicate consistent service quality; dips signal slower handling or lower satisfaction.
✅ Tip: Review this weekly — even small declines in response speed can impact your score before customers notice.
⚡ Response Time Score Development
This section shows how fast your team sends the first reply to new tickets.
To stay in the green, aim for at least 90% of first responses within 24 business hours. Weekends and holidays are already factored in.
✅ Actions:
- Set internal Service Level targets to cover weekend backlogs.
- Use Zendesk views (New, Waiting for Answer, Overdue) to prioritize tickets.
- Assign responsibility clearly to avoid missed cases.
⏱️ Ticket Lifetime Score Development
The Ticket Lifetime Score measures how long it takes to fully resolve customer issues. Ticket lifetime is measured as the time between the first and last message in each ticket. Shorter lifetimes mean smoother operations and happier customers.
For further insights on the ticket life time score, please refer to the section 🗂️ Insights on Ticket Lifetime.
😊 CSAT Score Development
Your CSAT Score reflects how customers rate their experience, based on surveys sent 24 hours after tickets are closed, so that the rating reflect the entire interaction.
For further insights on the CSAT score, please refer to the section 🗂️ Insights on CSAT Score.
🚨 Urgent Score Development
The Urgent Score shows how often refurbed’s team had to step in on unresolved cases. A high score (close to 5) means your service is largely self-sufficient.
✅ Actions:
- Prioritize all escalation-tagged tickets immediately.
- Analyze root causes of escalations to prevent repeats.
🗂️ CSAT Score Development and Drivers
This part of the report includes both global and per-market results to identify differences across regions.
Below that, you’ll find the four drivers of CSAT:
- Effort (ease of resolution)
- Resolution time
- Response time
- Helpfulness & friendliness
✅ Actions:
- Improve effort and resolution time first — they have the strongest impact.
- Review low-rated tickets monthly for recurring pain points.
- Maintain clear, friendly, and proactive communication to boost satisfaction.
🗂️ Insights on Ticket Lifetime
In this section of the report you will find the ticket lifetime overview, which categorizes tickets by timeliness — from on-time to very late.
✅ Actions:
- Keep at least 80% of tickets resolved on time.
- Assign one owner per ticket to reduce handovers.
- Review late tickets weekly to spot recurring causes (e.g., return delays).
- Use response templates and automated tools like the return label program to save time.
An extra chart compares how long different issue types — like defects, conditions, or deliveries — take to resolve versus your peers.
✅ Actions:
- Identify the slowest ticket categories and streamline those first.
- Adjust your internal service levels to align with peer performance.
🧩 Ticket Topic Composition
At the bottom of the report, you’ll see your ticket composition over the last 25 weeks, showing how each topic (defect, delivery, wrong device, etc.) contributes to your workload.
Rising shares in certain topics can indicate quality or logistics issues upstream.
✅ Actions:
- Collaborate with quality or logistics teams to fix recurring problems.
- Cross-check with Product Quality and Delivery reports for shared root causes.
- Monitor upward trends early — they often explain dips in your service score.
✅ Outro
This report gives a complete picture of your customer service performance — from speed and resolution times to satisfaction and escalation rates.
Use it regularly to track improvements, detect trends, and take action before issues affect your Seller Performance Rating.
For full metric definitions and FAQs, visit the Performance FAQ page.