Metrics & KPIsVRM Support
34 KPIs
Annualized Service Event Rate
Assist per Customer
Assist Resolutions
Cost of Customer Assists
Cost, Deliver Service
Cost, Educate Customer
Cost, Manage Incident
Cost, Monitor Experience
Cost, Process Return
Cost, Register Customer
Cost, Resolve Problem
Cost, Support
Cycle Time, Deliver Service
Cycle Time, Educate Customer
Cycle Time, Manage Incident
Cycle Time, Monitor Experience
Cycle Time, Process Return
Cycle Time, Register Customer
Cycle Time, Resolve Problem
Cycle Time, Support
Defective Spare Parts Delivered
First Contact Resolution Rate
First Time Fix Rate
Mean Time to Repair (MTTR)
On-site Assist Resolution Rate
On-time On-Site Visits
On-Time Repair Materials Delivery
Product Assist Ratio
Return Goods Cost
Return Goods Freight Cost
Return Warehouse Expense
Returns Goods Total Cost
Total Problem Resolution
Total Warranty Cost