KPIs Business Relationship Management
From IT Process Wiki
ITIL Process: ITIL 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
