KPI of the Day – Customer Service: % Complaints resolved
Definition
Measures the percentage of solved complaints from customers, from overall problems raised by customers.
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Measures the percentage of solved complaints from customers, from overall problems raised by customers.
Measures the percentage of complaints responded to within the standard time, from overall complaints addressed by customers.
Measures how much it costs, on average, to acquire a new customer.
Customer experience does not only represent individual transactions with an organization focused on key points or during critical moments, but it is also the entire journey a customer goes through with a company, which results in a feeling of relationship or a lack of it.
Dealing with customers’ complaints should not always be seen as a negative experience. Customers’ complaints should be considered as a source of valuable information for business issues and any problems raised by your customer base.
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