Sales / Aftersales 
The number of responses within a predefined time period. Indicates responsiveness of the organization. Can also be presented as the percentage of all responses.Variables: Number of responses within a predefined time period, total number of responsesCalculation: (Number of responses during a predefined time period / total number of responses) * ...
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Posted in All sectors, Internal Process, KPI, Sales / Aftersales | No Comments »
Total number of complaints (both absolute as presented as % of customers). This measure is an indicator of poor processes. Focus on bringing average number of complaints down.Variables: Number of complaints (, number of customers)Calculation: Number of complaints. Or: (Number of complaints / Number of customers) * 100%Measured as: Percentage ...
(
2 votes, average:
4 out of 5)
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Posted in All sectors, Internal Process, KPI, Sales / Aftersales | No Comments »
Number of sold articles during a certain time period.Variables: # sold articles, # returned articlesMeasured as: Amount (pieces, units, etc), Calculation: Sum of (# sold articles - # returned articles)
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Posted in All private sectors, Financial, KPI, Sales / Aftersales | No Comments »
Number of returned products or percentage of the total number products that has been returned. The cause of the measured returns are worth measuring: are they damaged or broken or is the customer simply not satisfied with it?Variables: Returned products, total number of sent productsMeasured as: Percentage (%), Amount (pieces, ...
(
1 votes, average:
3 out of 5)
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Posted in All sectors, Customer, KPI, Sales / Aftersales | No Comments »
Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations' employees. A possible reason is a high average waiting time.Variables: Number of callers giving up before speaking to an employee, total number of callersMeasured as: Value ($/€), Calculation: (Number of ...
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Posted in All sectors, Customer, KPI, Sales / Aftersales | No Comments »
