Tag Archives: Complaints

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

Complaints not resolved within target time

Definition:
Total number of complaints that has not been solved within the targeted time.

Calculation:
Sum of unsolved complaints within given target time

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

Average time to resolve complaints

Definition:
The average time a client has to wait for help, an answer or a solution to it's complaint, question or problem.

Calculation:
Total time for solving issues / number of issues

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

Interpretation of results: Lower Is Better

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

Stock outs

Definition:
Out of stocks compared to total sales.

Calculation:
Out of stocks / total numer of sales

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations, customer satisfaction