KPI Portal

Repeating calls complaints

Number of complaints in which the customer contacts more than once about the same complaint within a predefined time period. This measure is a quality indicator for complaint handling. Variables: Number of complaints, number of callsCalculation: Total Number of complaints / total number of callsMeasured as: Index, Absolute (#), Interpretation of ...

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Desk time

Average time a complaint stays at the aftersales desk. Influences call response rate.Variables: Number of complaints, response timeCalculation: Sum of response times / number of complaints.Measured as: Time (e.g. years, minutes), Interpretation of results: Lower is better

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Abandoned calls

Number or percentage of abandoned calls. Telephone performance contributes directly to customer satisfaction.Variables: Number of abandoned calls, number of callsCalculation: Number of abandoned calls / total (number of calls) * 100%Measured as: Percentage (%), Absolute (#), Interpretation of results: Lower is better

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Answering time telephone

Average time before telephone call is answered. Telephone performance contributes directly to customer satisfaction.Variables: Answering time, number of callsCalculation: Sum of the answering times / number of callsMeasured as: Time (e.g. years, minutes), Interpretation of results: Lower is better

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Registered complaints

Number of complaints fully (in line with checklist) registeredVariables: Absolute number of registered complaintsCalculation: Number of complaintsMeasured as: Absolute (#),

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