Time to resolution survey

We hate bad service.

90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

And 58% of American consumers will switch companies because of poor customer service (Microsoft).

Your customers want the best service, and they'll look elsewhere if they don't get it. For many, this means getting their issues resolved as quickly as possible. This time to resolution survey template will help you determine exactly how long customers have to wait to get their issues resolved.

With this survey, you'll learn:

1. If customers had their issues resolved

2. How long it takes to get issues resolved

3. Whether the customer needs additional support

4. And an aggregate look at your time to resolution

Make it your own:

• Tweak each question in the template or add your own

• Change the color scheme

• Remove Hotjar branding (with Scale and Business plans)

• Pick between full screen, pop-up or external link Surveys

Resolve issues, fast

Time to resolution (TTR) is the average amount of time it takes customer service teams to resolve an issue or ticket after it’s been opened by a customer.

For example, say your customer opens a ticket at 9 am Monday morning but doesn't have that issue resolved until 9 am Wednesday. For that customer, the TTR is 48 hours.

It can be measured in days or business hours, and is calculated by adding up all times to resolution and dividing the result by the number of cases solved.

Different issues have different TTRs with some tickets taking much longer to resolve than others. Time to resolution can provide a useful benchmark, helping you learn the average amount of time it takes to resolve an issue.

In our CX stats and trends, we found that the leading cause of customer frustration is a long wait/response time. For that, TTR is a crucial metric to track and improve: the shorter your TTR, the higher the chances your customers will not experience frustration when they reach out for help.

With this survey template, you'll be able to determine your average time to resolution—ultimately helping you spot opportunities to improve your customer service.

3 questions you’ll be able to answer

1. What is my average TTR? 

What's a good TTR? It's a tough question. Obviously shorter is better, but you'll need a benchmark to know what's good or bad. With this time to resolution template, you'll discover your average TTR. You can use this to determine if your team is performing above or below their expected output.

2. Does the customer feel the issue is resolved?

All too often the ticket is resolved and the customer service team moves on, but does the customer feel that the issue is actually resolved? With this survey, you'll ask customers directly whether or not they got the solution they expected. This will help you discover problem areas in your service or product.

3. Does the customer need additional support?

The survey finishes by asking the customer for their email address to provide additional support. You'll be able to follow up with the customer to ask them more questions about their issue and help them resolve the problem.

Set up the time to resolution survey in seconds

Getting started with the time to resolution survey is fast and easy. Start by clicking the ‘Get started with this template’ link at the top of the page. 

On that page, you’ll be asked to create an account and verify your email. 

After you’ve verified your email, you’ll be taken straight to the survey template which will be ready for you to send out to customers to start collecting insights. 

However, you’ll also have the option to install the Hotjar tracking code on your site. This tracking code will allow you to host the survey live on your site rather than via an external URL. This might be useful if you want to show the time to resolution survey to users on a certain page. It’ll also mean you’ll be able to access all four of the Hotjar features.

Don’t worry, installing the tracking code won’t slow your website down. And it doesn’t cost you anything (our free plans are free forever). So, to set up your full Hotjar account and install the tracking code, follow these steps.