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KPIs in ‘Professional & Technical Services’
tagged with ‘satisfaction’

Annual billable utilization %

Percentage of billable hours divided (2080 hours – vacation and holidays) There are many different ways to calculate utilization. In the US the standard definition ...
This KPI is most used for:
Operational Excellence

CSAT Score based on incident resolution

A measure of the Customer Satisfaction based upon the incidents resolved . May be based upon – > Promptness, Accuracy, Methodical Approach, Process Compliance etc
This KPI is most used for:
Operational Excellence
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