Complaint Resolution Satisfaction Rate
The percentage of customers who, after making a complaint, were satisfied with how the company addressed the issue. Resolving complaints in a satisfactory manner can convert a negative experience into a positive one, retaining customers and improving reputation.
(Number of complainants satisfied with resolution / Total number of complainants) x 100
If 20 out of 30 complainants were satisfied with the resolution, the rate is 66.7%.