How do we calculate our company metrics?

Resolution rate

This metric only takes account of complaints where users have provided feedback and answered our question: “Did you get a satisfactory response to your complaint?”. The resolution rate then corresponds to the percentage of complaints where consumers answered either: “Yes, my complaint was fully resolved” or “My complaint was mostly resolved”

Response time

This metric is calculated on complaints where at least one email response has been received from the company. For all complaints with at least one inbound mail the response time is calculated as the time between the first outbound email from the Resolver user and the first inbound email from the company. Note: where identified, auto-response emails* are ignored in this calculation. Therefore, the response time represents, to the best of our knowledge, the time between a user sending an email to a company and receiving a response from an agent in the company’s customer service team.

Complaints with response email

The percentage of complaints with an inbound email from the company. Only the first response from the company is considered.

Complaints with non-auto response email

The percentage of complaints with an inbound email from the company, ignoring auto-response emails*. Only the first response from the company is considered.

Likelihood to use the company again

This metric only takes account for complaints where users have provided feedback and answered our question: “Following this experience, have you stopped using *company*?”. Corresponds to the percentage of complaints where consumers, at the end, informed that the user expects to continue using the company.

*Identifying auto-response emails

Inbound emails are labelled auto reply, if the from address matches a certain pattern, for example contains the words "no" and "reply". The complete list of word combinations that our system looks for: "not reply", "no reply", "dont reply", "auto reply", "auto response".

When the above patterns do not match the from address of the inbound email, our system checks how much time has passed between the send time of the case file´s last outbound email and the inbound email. If the difference is less than 40 minutes, we apply a "suspected auto reply" label.

When calculating the metrics "response time" and "complaints with non-auto response email", all auto replies and suspected auto replies are left out from the calculations.