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Service KPIs
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Customer Complaint Resolution Rate

Production Schedule Adherence

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Category:  
Analytical

Measures the percentage of customer complaints that are resolved satisfactorily.

What it Measures ?

How many complaints we resolved.

Relevant StakeHolders 

Support Teams, QA Managers

Why it Matters ?

Improves complaint resolution efficiency.

In-depth Use Case / Real-world Example

Customer Complaint Resolution Rate calculates how many customer complaints are resolved compared to the total number of complaints received. For example, if 90 complaints out of 100 are resolved, the resolution rate is 90%. This KPI is critical for assessing customer satisfaction and ensuring effective service. In manufacturing, where service quality can impact brand reputation, a high resolution rate shows a commitment to addressing customer concerns.

KPI Definition

Business Value

Movement Direction

Sample Formula

(Resolved Complaints / Total Complaints) * 100

Should Aim For
1
2
3
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