Metrics & KPIsCustomer service
37 KPIs
% customer complaints due to quality of services/products
% of calls answered within a certain amount of rings
% of complaints via phone channel
% of correspondence replied to on time
% of customer complaints escalated to management
% of customer service requests answered in given time frame
% of customers given satisfaction surveys
% of customers that are satisfied
% of customers with service level agreements in place
% of customers without support contract
% of email inquiries responded within 24 hours
% of incidents reported more than once by customer
% of sales of clients under 12 months in the company
% of those making complaints satisfied with the handling of those complaints
Average response time to resolve complaint
Complaints resolution rate
Contacts Per Customer
Cost per Resolution
Count of (implemented) inputs
Customer Complaint Ratio
Customer satisfaction (index)
Cycle Time, Issue Capture
Cycle Time, Issue Resolution
Cycle Time, Issue Root Cause Determined
First-call resolution rate
New Customer Retention Rate
Number of advertising standard complaints
Number of complaints
Number of complaints after x weeks of service
Number of complaints per 1,000 bills
Number of compliments
Number of Informal Complaints
Number of Previously Active Customers
Ratio of compliments to complaints
Real time response ratio (RRR)
Resolution Time of complaints
Words to sale (phraseology efficiency)