Measures the average time taken to resolve customer complaints from the moment they are reported.

What it Measures ?

How fast we fix customer complaints.

Relevant StakeHolders 

Customer Service, QA Teams

In-depth Use Case / Real-world Example

Customer Complaint Resolution Time is a key indicator of how efficiently issues are addressed and resolved. For example, if it takes an average of 48 hours for a manufacturer to resolve customer complaints about defective products, this is the resolution time. Shorter resolution times improve customer satisfaction and prevent issues from escalating. In manufacturing, where product quality is a major factor in customer satisfaction, quickly addressing complaints can prevent lost sales and protect the brand reputation. Monitoring this KPI helps identify bottlenecks in the resolution process and improve service.