Annual percentage change in number of retail customer complaints

Benchmark Data

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Measure Category:
Process Efficiency
Measure Id:
106148
Total Sample Size:
58 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

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

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 (7.2.1)

  • 6.2.3.1 - Receive customer complaints (10397) - Receiving any complaints or grievances from customers for the organization's products/services. Receive objections, complaints, and criticism from customers regarding products/services through email, telephone, online forms, text messages, social media, in person, etc. Dedicate equipment, systems, and personnel.
  • 6.2.3.2 - Route customer complaints (10398) - Routing any complaints or grievances received from customers in order to address them in the most appropriate manner. Direct complaints to the best suited personnel or system. Implement a system or procedure capable of efficiently channeling the various objections, complaints, and criticism from customers over the offerings provided by the organization.
  • 6.2.3.3 - Resolve customer complaints (10399) - Resolving any customer complaints that are deemed to be sound and reasonable. Redress any objections, grievances, and complaints received from customers regarding the offerings provided by the organization. Identify the legitimate complaints, where the situation needs to be appropriately corrected. Deploy personnel who can rectify the issue within a stipulated time frame.
  • 6.2.3.4 - Respond to customer complaints (10400) - Responding to customer complaints including all activities necessitated to service any objections, complaints, or grievances with the most appropriate reply. Source the right information to formulate a response that eases the discomfort being experienced by the customer. (Closely coordinate with Resolve customer complaints [10399].)
  • 6.2.3.5 - Analyze customer complaints and response/redressal (19072) - Analyzing complaint logs to provide input for continuous service improvement and customer profiling.