---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Service Quality

# Service Quality {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
* Customer Satisfaction Score:Calculated from the daily average score of the surveys conducted after an issue was resolved through a ticket or through virtual agent.
* Mean-time to resolve: Calculated from the daily average of the time between the ticket creation and ticket closure.
* % Breached SLAs: Calculated from the daily average number of issues that were closed after having breached an SLA.
* % First assignment resolution: Calculated as the percentage of tickets that were resolved without having to reassign the ticket to a different group.
* % Reopened tickets: Calculated from the percentage of resolved tickets that were reopened during a specified period.
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