KPIs Business Relationship Management: Difference between revisions
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Revision as of 12:46, 16 July 2012
<seo metakeywords="kpi business relationship management, kpis business relationship management, itil business relationship management kpi" metadescription="Business Relationship Management: The most important ITIL KPIs - ITIL Key Performance Indicators." />
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. |
→ back to: ITIL Key Performance Indicators
