Annual percentage change in number of retail customer complaints

This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource consumption related to the process "Manage customer complaints".

Benchmark Data


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Measure Category:
Process Efficiency
Measure ID:
Total Sample Size:
89 All Companies
25th Median 75th
- - -
Key Performance Indicator:

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Compute this Measure

Units for this measure are percent.

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Annual percentage change in number of complaints

Key Terms

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Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.1)

  • - Receive customer complaints (10397)
  • - Route customer complaints (10398)
  • - Resolve customer complaints (10399)
  • - Respond to customer complaints (10400)
  • - Analyze customer complaints and response/redressal (19072)