Skip to content

Top 25 Customer Service KPIs of 2010 E-Book

The KPI Institute

Summary

Price
£26.51 inc VAT
Study method
Online
Duration
Self-paced
Qualification
No formal qualification

Overview

  • Category: Research reports
  • Product ID: sK0118032
  • Publication date: November 1, 2011
  • File format: PDF
  • Download size 3.86 MB
  • Pages: 72

Customer Service is for most organizations a key internal capability that requires close monitoring due to its impact on the business overall. smartKPIs contains close to 100 Customer Service KPI examples, making it a key resource for understanding this category of KPIs.

The Top 25 Customer Service KPIs of 2010 report is a comprehensive analysis on the most popular Customer Service KPIs in 2010, selected by the number of views from the smartKPIs community.

About the Customer Service functional area

"Service remains a critical component for product marketers in today's dynamic, interconnected global marketplace", as Philip Kotler has argued in 2002. Customer Service stands for an organization's capability in offering specific services for their customers, at their required qualitative level to respond to their needs and wants. KPIs refer to the time efficiency responsiveness as perceived by the customers, as well as the quality of the services and responses offered.

The Customer Service capability within organizations has become of crucial importance, as it can make the difference between an average and a top seller and it can provide a sustainable competitive advantage by cutting-edge processes and services that competitors cannot imitate easily.

Highlights from the report

Top 25 Customer Service KPIs of 2010 offers an overview of the most popular KPIs for the Customer Service function, by combining input from the smartKPIs community with research and analysis from the editorial team. Some of the main sections are:

  • "KPIs ... Naturally", an article that sets the context through a discussion on what is old and what is new in the use of KPIs;
  • An introduction to the custom KPI documentation form developed by the smartKPIs research team for documenting KPIs (with over 30 fields of data, making this the most thorough KPI documentation template in use today);
  • A list with the names of the Top 25 Customer Service KPI examples in 2010 on smartKPIs, followed by a brief analysis of each;
  • Among the most popular 25 KPI examples for the Customer Service function in 2010, top 3 is made of:
    • % On-time delivery
    • # Time to rectify defects
    • % Customer complaints due to poor service or product quality
  • A detailed description of each KPI listed in the report, as documented in smartKPIs Premium (the premium content section of smartKPIs);
  • Comprehensive insights on Key Performance Indicators (KPIs) as performance measurement tools and a glossary explaining the most popular terms characterizing KPIs.

Course media

Description

Table of contents

  • Executive Summary
  • About Key Performance Indicators (KPIs)
  • KPIs ... Naturally
  • smartKPIs Community Profile
  • 2010 smartKPIs Functional Areas Taxonomy
  • 2010 smartKPIs Industries Taxonomy
  • KPI Documentation form Explained
  • Top 25 Customer Service KPIs of 2010 Countdown Analysis
  • Top 25 Customer Service KPIs of 2010 List
  • Appendix A: Glossary of Terms
  • Appendix B: Related Reports
  • Appendix C: About eab group
  • Appendix D: eab group Services
  • Appendix E: eab group Online Portfolio

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.

Ask a question

Reviews

Currently there are no reviews for this course. Be the first to leave a review.

Leave a review

Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
View all
Related searches: Online courses

Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.