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KPIs in ‘Customer service’
% of customers given satisfaction surveys
This one is important in any QMS, puts customer and his satisfaction in focus.
Listed in: ITIL Service Desk, Surveys, Customer service, IT Service Desk & Support
Tags: customer, satisfaction
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
Number of complaints
Number of complaints received within the measurement period.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
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