How to create a KPI for customer service team for home appliances

Answer QuestionsHow to create a KPI for customer service team for home appliances
Chris Png asked 3 years ago

What are the KPIs that can be set for a customer service team that can be measurable?

aylahmic@126.com replied 1 year ago

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1 Answers
Aleksey Savkin Staff answered 3 years ago

Hi Chris,
 
My favorite one is the “% of returning problems” as a lagging KPI, and “time to resolve customer’s issue” as its leading pair.
Some more standard KPIs:

  • Net Promoter Score, for sure, learn more about it at Wikipedia.
  • Overall Satisfaction Index. Might be subjective as people normally don’t have time for various surveys, so keep it simple: happy / unhappy.
  • Customer Retention. Another lagging indicator, but if you have a subscription-based service or your business model imply repetitive purchases, then it is a good choice.
  • Abandon Rate (for calls/live chats) – to make sure that all people that have a question actually find their way to your customer support.
  • Average Wait Time to support the previous indicator.
  • Process oriented indicators like the number of opened tickets, the number of messages in a ticket, number of tickets by medium (email/phone/chat) and so on… will look nice on your dashboard, but make sure you understand how to fit them into the business context.

Finally, don’t forget to follow this algorithm when you need to come up with some new KPIs. And we regularly run online course on Balanced Scorecard/KPIs, you are welcome to join.

Ahmed Alhamdan replied 3 years ago

can you write some examples for KPIs and how to measure it?

Aleksey Savkin Staff replied 3 years ago

Hi Ahmed,I’ve commented on your question about sales KPIs, you’ll find some examples for sales there: http://www.winningkpi.com/kpi/how-to-create-kpis-for-sales-department


KPIs or Strategy – which comes first?

Start free wizard to create your strategy map Ideally, you need to have a strategy before start thinking about KPIs. How to create a good strategy? It's tricky and will require your expertise:
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  • You will need to think about your competitors and, for sure, about your team.
Sounds like something complex? Not at all! Use this free Strategy Map Wizard and you will have your strategy map in 6 minutes.

10-Step System to Find Tailor-Made Key Performance Indicators

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Examples of KPIs

It is easier to get started with KPIs when you have some good examples to follow. Find here examples of KPIs for various domains.

Winning KPI Crash Course

premium-bsc-training Even the best KPIs won't change anything if they are not properly aligned with a business context, if a company's strategy is not well defined, if there is no clear understanding about what the company is measuring and way...

Check out a "crash-course" for the Balanced Scorecard and KPIs.

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