Purpose

Overall Breach Rate: 29% (802 of 2,769 tickets) - Nearly one-third of resolved tickets miss SLA targets
Critical Priority Crisis: 66.3% breach rate with 481 breaches across 726 tickets\u2014the dominant performance driver
Resolution Speed: Median of 6.7 hours with P90 at 16.15 hours shows wide variability; 42% of tickets take 8+ hours
Satisfaction Disconnect: Average rating of 2.99/5.0 with virtually zero correlation to resolution time (-0.001), suggesting quality issues beyond speed
Channel Consistency: All four channels perform similarly (28.7\u201329.2% breach rates), indicating systemic rather than channel-specific problems

This section quantifies the relationship between how quickly tickets are resolved and customer satisfaction levels. Understanding this connection is critical for evaluating whether SLA performance improvements directly translate to better customer experience—a key business objective for operations optimization.

Key Findings

Average Satisfaction Rating: 2.99 / 5.0 - Consistently low across all resolution timeframes, indicating systemic satisfaction challenges independent of speed
Resolution-Satisfaction Correlation: -0.001 - Essentially zero correlation, meaning faster resolution times do not meaningfully improve satisfaction scores
Satisfaction Stability: Ranges only 2.93–3.01 across all resolution buckets, with longest-resolution tickets (8–25 hours) showing marginally higher satisfaction (3.01)

Interpretation

The near-zero correlation reveals a critical insight: resolution speed alone is not driving customer satisfaction. Despite 42% of tickets resolving within 8–25 hours, satisfaction remains flat at ~3.0 across all timeframes. This suggests underlying issues—such as solution quality, communication clarity, or unmet expectations—are more influential than speed. The slight uptick in satisfaction for slower resolutions contradicts typical expectations and warrants investigation into what differentiates those cases.

Context

This analysis assumes satisfaction ratings are comparable across resolution buckets and channels. The weak correlation does not eliminate