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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Number of complaints fully (in line with checklist) registeredVariables: Absolute number of registered complaintsCalculation: Number of complaintsMeasured as: Absolute (#),
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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 ...
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The average time a client has to wait for help, an answer or a solution to it's complaint, question or problem.Variables: Total time for solving issues, total number of issuesMeasured as: Time (e.g. years, minutes), Calculation: Total time for solving issues / number of issues
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