Measures how well service teams meet KPIs such as fix rates, resolution time, and customer feedback.

What it Measures ?

How well customers rate our service teams.

Relevant StakeHolders 

Customer Experience, Ops Leads

In-depth Use Case / Real-world Example

This composite KPI evaluates the performance of service personnel using a set of metrics like First-Time Fix Rate, SLA compliance, and customer ratings. For example, if a team scores highly across all categories, it’s considered highly effective. In manufacturing, a well-performing service team ensures rapid and accurate support, which enhances customer satisfaction and reduces equipment downtime.