KPIs Business Relationship Management

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KPI's Business Relationship Management

ITIL Process: ITIL 2011 Service Strategy - Business Relationship Management

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



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.


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