Customer service

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Home > > Customer service

Customer care activities that support the delivery of the product or service.

Key Performance Indicators

First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
This KPI is most used for:
Operational Excellence
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Number of complaints
Number of complaints received within the measurement period.
This KPI is most used for:
Operational Excellence
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% of customers given satisfaction surveys
This one is important in any QMS, puts customer and his satisfaction in focus.
by ITSM D.
This KPI is most used for:
Operational Excellence
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% of correspondence replied to on time
Percentage of correspondence replied to on time
This KPI is most used for:
Operational Excellence
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