Metrics & KPIsReal time response ratio (RRR)
Definition
This is a simple statistical ratio calculation to quantify and measure the Empathy and Responsiveness dimensions relative to the over all customer satisfaction question. Example: Say a customer starts the encounter at 10.00am. The Bank employee responded satisfactorily to the customer's concern at 10.30 am (The same day) RRR then is equal to 10.00 √∑10.30 = 0.97087= 0.97 (97% satisfactorily rate). If the employee responded satisfactorily by 11.00 then RRR is 10.00 √∑11.00 = 0.9090
Tags
customer, satisfaction