KPIs Business Relationship Management: Difference between revisions
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Key Performance Indicators for [[Business Relationship Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]. | |||
''' | → Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Business Relationship Management</b></span> | |||
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! | !style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI) | ||
! | !style="background:#facc6a; width:65%" | Definition | ||
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|Number of Customer Complaints | |Number of Customer Complaints | ||
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|Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys. | |Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys. | ||
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Latest revision as of 16:24, 17 June 2019
Key Performance Indicators for Business Relationship Management from the ITIL Process Map.
→ Back to: ITIL Key Performance Indicators
| 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. |
