Capacity Launches ‘Closure Index’ to Quantify Gaps in Customer Support Resolution Confidence

New updates have been reported about Capacity.

Capacity has introduced The Closure Index, a new research framework and report aimed at helping enterprises measure whether customers actually feel their issues are resolved, rather than simply tracking when tickets are closed. Based on a survey of 1,000 U.S. consumers, the AI-powered support automation company found that only 42% of customers feel fully confident their problem is resolved after a support interaction, even though internal systems may show the case as closed. The findings point to a material business risk: one in three customers say they stop using a brand after a single unresolved or partially resolved support experience, highlighting the revenue and retention implications of what Capacity CEO David Karandish describes as the gap between “resolution” and “closure.”

For Capacity, the research underpins its strategic positioning as a platform that combines AI with human escalation to improve both operational metrics and customer confidence. The Closure Index shows 58% of customers perceive their issues as only partially resolved or resolved with lingering concerns, and just 16% feel confident in the brand after service interactions, compared with 18% who feel frustrated. The report notes that channels with direct human involvement—particularly in-person and phone support—deliver the strongest sense of closure, and 85% of consumers rate seamless escalation from AI to human agents as important, with nearly a quarter preferring an equal mix of both. Key drivers of perceived closure are clear communication (52%) and speed to resolution (43%), aligning with Capacity’s focus on orchestrating AI-driven deflection with intelligent, context-rich handoffs to human agents. By publishing the Closure Index and making it available to the market, Capacity is positioning this framework as a complement to traditional metrics like resolution time and CSAT, potentially strengthening demand for its multi-channel support automation solutions across web, SMS, email, voice, social, and workplace collaboration tools.