KPI for Measuring of Complaint Management posted in category Customer Service
WinningKPI - Customer Service - KPI for Measuring of Complaint Management posted in category Customer Service
This indicator is for measuring of Complaint Management Process.process; More details: Complaint Tracking,Complaint Compensations,Complaint Investigations,Complaint Lodging,Defect Tracking plant wise,delay in compensations,average time to close a complaint
Please see some suggestions below of how to measure the complaint management process. Please feel free to adapt them to your measurement needs.
Complaint Tracking - Quality of Complaint Tracking Process:
For instance, you may set benchmarks of what a successful complaint tracking service would be. For example, this may involve staff members (most probably a number of staff members will be assigned this task) recording all complaints in the system, the resolution process, follows up on further complaints etc.
A KPI could be used to measure the % of the complaints tracked (recorded in the system, sent to the right department, recorded the progress, recorded the end result etc.) in measurement period.
Suggested formula:
Total number of complains successfully tracked/ Total number of complaints x 100
Complaint Compensations – % of Complaint Compensation Expenditure
In a given time period, for example one year, how much does the company spends on complaint compensations, out of the entire budget
Formula: Total complaint compensations expenditure/ Total budget x 100
Complaint Investigations: Ratio of Complaints Solved of First Call/ Customer Contact compared to Complaints that required an investigation carried out
Formula: % / or Number of Complaints solved on First Call/ % of Complaints with Investigations
The complaints that need investigations carried out are likely to be more important.
Examples of these complaints are: customer service complaints (mistreatment by member of staff), serious problems with the product or service (hotel room with broken bed) etc.
Average Time to Close a Complaint:
Measure this over a given time period, example 1 month:
Formula:
Total time spent on resolving complaints/ Total complaints closed
Example: If a total of 10 working days of an employee’s working month are dedicated to solving complaints, and the employee has closed 5 complaints that month, the average time to close a complaint is:
10/5 = 2 days per complaint closed
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This indicator is for measuring of Complaint Management Process.process; More details: Complaint Tracking,Complaint Compensations,Complaint Investigations,Complaint Lodging,Defect Tracking plant wise,delay in compensations,average time to close a complaint
