Average number of calls / service request per handle Average number of calls / service requests per employee of call center / service desk within measurement period % of overdue service requests Number of overdue service requests (ot closed and not solved within the...
Labor time as a % of total planned time Labor time as a percentage of total planned time. Travel time as a % of total planned time Travel time as a percentage of total planned time. First Time Fix Rate Percentage of field service calls that are resolved with just one...
Number of complaints Number of complaints received within the measurement period. % of customers that are satisfied Percentage of customers that are satisfied. % of correspondence replied to on time Percentage of correspondence replied to on time % of customers given...
Average Spend per Customer The total sales revenue made to date, divided by the total number of customers to date. % of dormant customers Percentage of customers not using the product or service. Customer defection rate Customer defection rate (percent of customers...