HR management

Complaints of customer KPI

1. Complaints are resolved in the first time.

• Formula = total complaints resolved first / total complaints.
• You can add more this rate of complaints at second or third times.

2. The rate of rapid response:

• The number of rapid response / total complaints.
• The rate is calculated through survey about opinions of customers.

3. Number of dispute complaints:

• The number of complaints lead to the dispute between the company and customers.
• This ratio is measured by the total number of dispute complaints / total complaints.

4. The number of customer complaints

• Formula = total customer complaints / total customers.
• This rate is as high, demonstrate products or services you have a problem.

5. The rate of complaints by sector

• Upon receipt of a complaint, every month, members should collect and classify complaints by sector and based on different causes.
• Then, order them by reduction.
• You need to focus to resolve complaints in order from top down by pareto principle.

Related documents

• Sales KPI
• Sample KPI (all KPI for marketing, sales, HR, manufactoring …)
• KPI ebooks (download free and ref all ebooks related to KPI application).

List of KPI mistakes

Building KPI system plays an important role in evaluating job performance of individual parts, divisions and the company’s objectives and performance management system in general. The development of KPI metrics help to create measurement systems, information systems throughout the organization.

When building KPI system, you should note the following factors:

• Do not create too many KPI, KPI be built around 3-5 KRAs.

• KPI should change to suit each stage (depending on your goals).

• Limit 3-7 KPIs per process/function.

If you need more information for KPI, please leave your comments at the end of this topic.

Author: Davi Ngo, hrvinet.com