Tag Archives: Quality

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

Quality problems

Definition:
Quality problems detected during product audits in the field

Calculation:
sum of quality problems

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

Interpretation of results: Lower Is Better

Strategic objective:
Long-term relationship with profitable customers

Cost of quality correction

Definition:
Cost of quality correction—rework, rejects, warrantees, returns and allowances, inspection labor, and equipment, complaint processing costs

Calculation:
Sum of costs of quality correction

This KPI is measured as: Financial Value (e.g. €, $)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations