Measures the frequency of proactive follow-ups made with customers after service completion.

What it Measures ?

How often we follow up with customers

Relevant StakeHolders 

Support Teams, CRM Managers

In-depth Use Case / Real-world Example

Following up ensures that the issue was truly resolved and that the customer is satisfied. For instance, if out of 200 cases, follow-up happened in 120, the rate is 60%. This metric reflects how customer-focused a service team is. Regular follow-ups help prevent recurring issues, improve retention, and increase upselling opportunities. A low rate suggests room to improve customer engagement post-service.