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
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
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
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
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
