The Escalation Rate is the percentage of customer inquiries requiring follow-up support, such as researching a customer-reported product issue. Although the Escalation Rate is just the opposite of the FCR, it’s essential to track because the specific drivers can provide insight into the customer use cases and identify product functionality that needs to be incorporated into the product road map.
The Escalation Rate is the percentage of customer inquiries requiring follow-up support, such as researching a customer-reported product issue. Although the Escalation Rate is just the opposite of the FCR, it’s essential to track because the specific drivers can provide insight into the customer use cases and identify product functionality that needs to be incorporated into the product road map.
