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Customer service
Customer care activities that support the delivery of the product or service.
KPIs in ‘Customer service’
Number of complaints received within the measurement period.
Percentage of customers that are satisfied.
Percentage of correspondence replied to on time
This one is important in any QMS, puts customer and his satisfaction in focus.
Listed in: ITIL Service Desk, Surveys, Customer service, IT Service Desk & Support
Tags:
customer, satisfaction
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