This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer service, or complaints) received via social media (e.g., Facebook, Twitter, etc.). It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customer service requests/inquiries" process.
(Total number of inbound contacts received through social media / Total number of inbound contacts for contact center) * 100.0
Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.