<h2>Service Quality</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Service Quality" /><meta name="abstract" content="Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues." /><meta name="description" content="Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues." /><meta name="DC.relation" scheme="URI" content="../../../product/itsm-success-dashboard/concept/sd-kpi-formulae.html" /><meta name="DC.relation" scheme="URI" content="../../../product/it-service-management/reference/r_ITServiceManagement.html" /><meta name="DC.relation" scheme="URI" content="../../../product/itsm-success-dashboard/concept/success-dashboard-indicator-landing.html" /><meta name="DC.relation" scheme="URI" content="../../../product/itsm-success-dashboard/concept/explore-success-dashboard-indicators.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2024-09-02T15:25:36+05:30" /><meta name="DC.date.modified" content="2025-01-30" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="service-quality-ref" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Service Quality</title></head><body id="service-quality-ref"> <div class="breadcrumb"><a class="link" href="../../../product/it-service-management/reference/r_ITServiceManagement.html" title="The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform.">IT Service Management</a> > <a class="link" href="../../../product/itsm-success-dashboard/concept/success-dashboard-indicator-landing.html" title="ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow.">ITSM Success Dashboard indicators</a> > <a class="link" href="../../../product/itsm-success-dashboard/concept/explore-success-dashboard-indicators.html" title="Get an overview of the ITSM Success Dashboard indicators to understand the different components in the dashboard and how you can use the dashboard for your organization.">Exploring ITSM Success Dashboard indicators</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Service Quality</h1> <div class="body conbody"><p class="shortdesc">Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.</p> <div class="section" id="service-quality-ref__section_rj4_lv1_5rb"> <ul class="ul" id="service-quality-ref__ul_wsk_ry1_5rb"><li class="li"><span class="ph uicontrol">Customer Satisfaction Score:</span>Calculated from the daily average score of the surveys conducted after an issue was resolved through a ticket or through virtual agent.</li><li class="li"><span class="ph uicontrol">Mean-time to resolve:</span> Calculated from the daily average of the time between the ticket creation and ticket closure.</li><li class="li"><span class="ph uicontrol">% Breached SLAs:</span> Calculated from the daily average number of issues that were closed after having breached an SLA.</li><li class="li"><span class="ph uicontrol">% First assignment resolution</span>: Calculated as the percentage of tickets that were resolved without having to reassign the ticket to a different group.</li><li class="li"><span class="ph uicontrol">% Reopened tickets:</span> Calculated from the percentage of resolved tickets that were reopened during a specified period.</li></ul> </div> </div> <div class="related-links"> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/itsm-success-dashboard/concept/sd-kpi-formulae.html" title="Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators (KPIs) and formulas.">ITSM Success Dashboard indicators KPI definitions and formulas</a></div> </div> </div></body></html></div>