Repeat Contact Rate

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What is repeat contact rate

Repeat Contact Rate measures the percentage of customers who reach out more than once about the same issue. It’s a key signal of support quality and clarity.

Impact of repeat contact rate in customer support

A high rate reveals problems with how clearly and completely issues are resolved. It leads to customer frustration, longer handling time, and increased ticket load. Keeping repeat contact low builds trust and demonstrates competence.

Formula + Example/Use Case

Formula:
Repeat contact tickets ÷ Total number of tickets × 100

Example:
If 60 out of 600 tickets are from customers following up on the same problem, your Repeat Contact Rate is 10%. If multiple follow-ups stem from unclear troubleshooting instructions, you may need to rewrite your agent scripts or macros.

What affects repeat contact rate

Resolution completeness: Half-fixed issues come back.
Communication clarity: Vague or technical language causes confusion.
Product bugs: If the issue reoccurs, customers will return.
Ticket closure without confirmation: Premature closures often trigger follow-ups.

How to manage repeat contact rate effectively

Always confirm the issue is resolved: Ask the customer before closing.
Be clear and thorough: Use plain language and link to help articles where needed.
Fix root causes quickly: Work with product and engineering to resolve recurring issues.

Benefits of managing repeat contact rate effectively