First Contact Resolution Rate
Percentage of customer service issues resolved on the first interaction.
First Contact Resolution Rate measures the percentage of customer service issues resolved on the first interaction. It's calculated by dividing issues resolved on first contact by total issues, then multiplying by 100.
A high rate indicates efficient customer support, leading to increased satisfaction and reduced operational costs.
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Take Rate
Percentage of each transaction that the marketplace retains as revenue.
Time to Fill
Average time it takes for a listing to be fulfilled or matched on the platform.
Gross Merchandise Volume (GMV)
Total value of goods or services sold through the marketplace over a specific period.
Customer Acquisition Cost (CAC)
Average cost incurred to acquire a new customer.
Lifetime Value (LTV)
Estimated total revenue a customer generates over their relationship with the marketplace.