Customer service

% 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)