NEW SMARTKPIS.COM REPORT RANKS THE TOP CUSTOMER SERVICE KPIS OF 2011- 2012
May 20, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through www.smartKPIs.com, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.
Customer Service refers to the services provided to existing and potential clients throughout the sale life cycle – before, during and after the purchase. The service capability is a major driver of customer satisfaction and loyalty and a source of sustainable competitive advantage. Customer Service stands for an organization’s capability in offering specific services for their customers, at their required qualitative level, to respond to their needs and wants. KPIs refer to the time efficiency responsiveness as perceived by the customers, as well as the quality of the services and responses offered.
The “Top 25 Customer Service KPIs of 2011-2012” report provides insights in the state of Customer Service KPIs performance measurement today by listing and analyzing the most visited KPIs in this category on smartKPIs.com in 2011-2012. In addition to KPI names, the report contains a detailed description of each KPI, as documented in smartKPIs Premium.
Customer Service KPIs are grouped into clusters such as Customer Requests Management, Customer Satisfaction, Complaints Management, Customer Care, Account Management and Customer Service Profitability. From these subcategories, Customer Requests Management, Customer Satisfaction and Complaints Management were the most popular in 2011-2012. The top 5 Customer Satisfaction KPIs in this report are:
- # Speed of answer (SA)
- % First contact resolution rate
- % Call transfer rate
- % Customer complaints due to poop service or product quality
- # Time spent on customer relations
By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2011-2012, the “Top 25 Customer Service KPIs of 2011-2012” report is a valuable resource in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.
According to Aurel Brudan, The KPI Institute’s CEO “The Top 25 Customer Service KPIs of 2011-2012 report is a synthesis of what smartKPIs.com is all about: it provides an overview of how Customer Service KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team.”
ABOUT SMARTKPIS.COM
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories.
ABOUT THE KPI INSTITUTE
The KPI Institute is a research, publishing and educational provider specialized in developing better practice in the use of KPIs. It developed the KPI Management Framework and runs five main research programs, dedicated to performance management, the Balanced Scorecard, KPIs, analytics and organizational strategy. Over the last 8 years, The Institute assisted over 5,000 organizations in finding solutions to their KPI needs.
Media contact
Cipriana Turcanu, The KPI Institute, Tel: +61 3 9670 2979, Email: [email protected]
