KPIs Service Evaluation
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ITIL Process: ITIL V3 CSI - Continual Service Improvement - Service Evaluation
Source: Key Performance Indicators for ITIL Service Evaluation from the ITIL Process Map V3
| 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. |
| 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
