Lösungsquoten

Lösungsquoten, or solution rates, describe the share of cases, issues, or problems that are resolved within a defined period. It is a general performance indicator used in various sectors to assess how effectively a process or organization converts reported matters into closed or resolved outcomes. The metric is typically expressed as a percentage: resolved cases divided by the total number of cases, multiplied by 100.

Applications and scope vary by field. In law enforcement or criminal justice, the term is often related to the rate at which crimes or incidents are solved, sometimes referred to as an Aufklärungsquote. In business operations, customer service centers, IT service management, and quality assurance, Lösungsquoten measure the proportion of tickets, incidents, or problems that are resolved to a defined satisfaction or compliance standard. The metric is frequently used alongside other indicators such as time-to-resolution and customer satisfaction to assess efficiency and effectiveness.

Calculation and interpretation depend on clearly defined criteria. What counts as “solved” or “closed” must be explicitly specified; the scope (e.g., all reported cases vs. only those escalated) and the treatment of backlog influence the result. Comparisons between organizations require consistent definitions and segmentation by case type, severity, or channel to avoid misleading conclusions.

Limitations include potential distortions from misclassification, pressure to shorten resolution times, or differences in case complexity. To be meaningful, Lösungsquoten should be complemented with qualitative assessments and additional metrics, enabling a balanced view of performance and service quality.