Tag Archives: response

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

Sales team response time

Definition:
Average time from customer enquiry to sales team response.

Calculation:
Sum of the response times / number of responses

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

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations, customer satisfaction