Glossary · Customer Satisfaction
Reopen Rate
The share of resolved tickets customers reopen. The quietest signal that your resolution was not really a resolution.
Reopen Rate in Practice
Calculation
Reopen Rate = (Reopened tickets within window / Total resolved tickets) × 100%
Benchmarks vary, but above 10-15% suggests a quality problem.
Common Causes
- Agents closing tickets too aggressively to hit FCR or handle time targets
- Scripted solutions that treat symptoms, not causes
- Knowledge gaps that lead to incomplete fixes
- Poor handoff between tiers
Reopen Rate is one of the strongest leading indicators of declining CSAT. It deserves to sit on the same dashboard.
Frequently Asked Questions
A customer reply or new inquiry on the same issue within a defined window, typically 7-14 days of closure. Internal reopens - where an agent reopens their own ticket - should be tracked separately, as they reflect QA not customer dissatisfaction.
Want to measure Reopen Rate?