KPIs Service Evaluation: Difference between revisions

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'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement]] - [[Service Evaluation]]
 
'''Source''': Key Performance Indicators for ITIL Service Evaluation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | 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
|-
| Number of Service Evaluations
| Number of formal Service Evaluations carried out during the reporting period
|-
| Number of Identified Weaknesses
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
|}
 
 
''back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''''

Latest revision as of 13:16, 17 December 2011

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