Email Case Reopen Rate
Percentage
The percentage of email cases that were marked as resolved but had to be reopened due to the issue not being adequately addressed. A high reopen rate can indicate that issues are not being effectively solved on the first attempt, possibly leading to customer frustration and diminished trust.
Formula
(Number of reopened email cases / Total resolved email cases) x 100
Example
If 5 out of 100 resolved cases had to be reopened, the Email Case Reopen Rate is 5%.