Posted inAll sectors / Internal / Production

Customer complaints

Definition of this KPI:
Customer complaints refer to the formal or informal grievances and issues raised by customers regarding a company's products, services, or interactions. These complaints can come in various forms, including written feedback, phone calls, emails, or social media messages. They highlight areas where customers believe a company has failed to meet their expectations.

  • This KPI can be calculated as: Count the total number of complaints received over a specific period, typically monthly or annually.
  • The KPI will be measured as: number (amount of units, rating, etc)
  • How to interpret the KPI: lower is better
  • The strategic objective to measure with this KPI: Long-term relationship with profitable customers
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