KPIs Business Relationship Management

From IT Process Wiki
Jump to: navigation, search

share this page on LinkedInshare this page on Twittershare this page
KPI's Business Relationship Management


Key Performance Indicators for Business Relationship Management from the ITIL Process Map.

→ Back to: ITIL Key Performance Indicators

 

 

KPIs Business Relationship Management
Key Performance Indicator (KPI) Definition
Number of Customer Complaints Number of received customer complaints
Number of accepted Customer Complaints Number of received customer complaints which were accepted as justified
Number of Customer Satisfaction Surveys Number of formal Customer Satisfaction Surveys carried out during the reporting period
Percentage of returned Questionnaires Percentage of questionnaires returned, in relation to all questionnaires being sent out
Customer Satisfaction per Service Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.