Service quality

---
title: Service quality
description: Service quality lists the KPIs that measure the quality of service when employees raise requests to resolve their digital issues.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/itsm-success-dashboard-indicators/service-quality-ref.html
release: brazil
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ITSM Success Dashboard indicators KPI definitions and formulas, Explore, ITSM Success Dashboard indicators, IT Service Management]
---

# Service quality

Service quality lists the KPIs that measure the quality of service when employees raise requests 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.

**Parent Topic:**[ITSM Success Dashboard indicators KPI definitions and formulas](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/sd-kpi-formulae.md)