KPI of the Day: % Customer satisfaction with complaints handling
Definition
Measures the percentage of customers satisfied with the way their complaints were solved, from overall customers that have made a complaint.
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Measures the percentage of customers satisfied with the way their complaints were solved, from overall customers that have made a complaint.
We measure our performance in order to keep track of it and to improve certain areas that do not work properly. Unfortunately, we cannot always rely 100% on performance measurement alone, as certain activities are difficult to standardize.
Measures the overall cost of delivering a service to customers. It includes all costs directly related to that service (cost of labor plus delivery overhead costs).
Measures the percentage of the sales growth variance in stores open for at least 12 months, compared with the previous sales value performance.
Online marketing encompasses a wide scope of communications, aimed at attracting and engaging the consumer. The overall objective is to persuade consumers to carry out a desired action.