Measuring “resolution rate” / solved questions in Vanilla?

CorneliaAskvall

Hey folks 👋

I’m trying to find a good way to measure something similar to resolution rate in our community. Basically: of all questions asked, how many do we actually solve?

The goal is to better understand how helpful our support is (and ideally an indication for user satisfaction too). I know there’s the Accepted Answer functionality, and I’m wondering if anyone uses that as part of their metrics?

Here’s where I’m stuck: when I dig around in Analytics, I can’t seem to find a clear way to report on accepted vs non-accepted answers (or “solved vs unsolved questions”) in a way that’s easy to trend over time.

A few things I’d love inspiration on:

• Do you track a “solved questions” metric or use any other way to indicate how happy your users are with your help?
• Is there a built-in report/dashboard I’m missing for accepted answers, or did you build your own?

If you’ve got an approach you like (or even examples you’re willing to share), I’d love to see it for some inspiration🙏

Thanks in advance, everyone!

Kirstie Macfarlane

Hey @CorneliaAskvall - thanks for your question!

I'm sure some of our fellow community managers will chime in, but to get you started: many communities use Accepted Answers as a proxy for resolution rate:

Resolution Rate = # of questions with an Accepted Answer ÷ total # of questions asked

One thing we would always recommend: treat Accepted Answer rate as a directional metric rather than a perfect satisfaction score. Some questions are resolved without being formally marked, and some discussions evolve rather than “close.”

To round out the picture, some many communities also track time to accepted answer, and % of questions with at least one reply.

I would also recommend that you take a look at the ROI Calculator on your analytics dashboard, which can give you an idea of the value of these answers.

I hope this helps!