Category Archives: Customer

Community/environmental satisfaction index

Definition:
Degree to which stakeholders from the environment are satisfied with the company, or a specific component of the company (e.g. Social responsibility). Measured with external survey

Calculation:
Happy stakeholders (predefined grade) / all responding stakeholders) * 100%

This KPI is measured as: Index

Interpretation of results: Higher Is Better

Strategic objective:
Working well with the community and environment

Projects within budget

Definition:
Percentage actual client projects within budget (cost versus budget). This KPI is more informative when the project phase is taken into consideration.

Calculation:
(Projects within budget / total running projects) x 100

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace

Client projects on time

Definition:
Percentage of actual client projects on schedule (compared to inital planning). This can be measured for closed projects, but also for running projects. In that case the indicator predicts claims, for example.

Calculation:
(Projects on schedule / total running projects) x 100

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace

Late projects by manager

Definition:
Number of both internal projects and client projects that are delayed, per manager.

Calculation:
Sum of delayed projects per manager

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations

Number of variations to contract

Definition:
Difference in contacts per type of product or service. The more tailor made contracts, the less standardization and cost-efficient the business will be done. This can be a strategic choice, but bringing back the number of variations is always favorable.

Calculation:
Number of different contracts per type of product or service

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations

Complaints not resolved on first call

Definition:
Number or percentage of complaints that have not been resolved after the first call of the complaining customer. This is a measure for the effectiveness and knowledge of the call agents. It is important to make sure that complaints that are registered as resolved are really resolved, best accorded by the customer.

Calculation:
Sum of unsolved complaints that is not resolved after the first call

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace

Key customer satisfaction

Definition:
Satisfaction score of the most important customers. This has to be defined in more detail: highest profitable, highest sales, strategically, etc.

Calculation:
Average of satisfaction scores of key customers

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Higher Is Better

Strategic objective:
Retention of customers/increase sales

Time elapsed since repeat business with category A customers (top 20% or top 10% customers)

Definition:
The time between two deals with Category A customers, which must be predefined. Normally this should be as low as possible, on the other hand: one large order can be more interesting than a lot of small orders…

Calculation:
Time of last order - time of the order before.

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Depends On The Goals

Strategic objective:
Increase profitability

Abandon rate—caller gives up

Definition:
Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations' employees. A possible reason is a high average waiting time.

Calculation:
(Number of callers giving up bevore speaking to an employee / total number of callers) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace

Calls answered first time

Definition:
Number or percentage of calls that has been answered by the first line, not having to be transferred to another party (second serviceline).

Calculation:
(Number of calls answered at first line / total number of calls) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Efficient operations