VRM Support

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