KPI for Measuring of Average Number of Complaints about Unfair Fees and Lending Practices per Customer Account posted in category Banking

WinningKPI - Banking - KPI for Measuring of Average Number of Complaints about Unfair Fees and Lending Practices per Customer Account posted in category Banking

This indicator is for measuring the average number of complaints and unfair fees and lending practices per customer account. This is calculated by dividing the total number of complaints received by the total number of customer accounts running, in a given time period (e.g. one year).
This KPI is essential to measuring the customer service and service quality given to the customers. If the KPI figure is high, the bank’s management team may put in place practices and strategies to minimise it, as it could lead to legal problems, loss of customers, bad reputation etc.
If this KPI is low and represents a positive element for the bank, it is usually used in marketing material to potential customers, to gain their trust and improve the bank’s reputation.

Formula:
Total number of complaints/ Total number of accounts

KPI Units: number

KPI Time Frame: update annually

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Example:

As part of their customer service training and monitoring, a bank measures the number of complaints about unfair fees and lending practices per customer account. This measurement has been done over a 6 months period.

Total number of complaints: 2000
Total number of customer accounts: 10 000

Number of complaints per customer account
1500/10 000 = 0.2 complaints per customer account

Hence, 1 complaint per every 5 accounts
Oana Boteanu | + | September 13, 2012 at 10:07 am

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