Customer Complaints Due to Poor Service or Product Quality Metric

Measure the number of complaints that are being received.

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Overview

The Customer Complaints Due to Poor Service or Product Quality metric helps your team monitor issues that come up due to unmet expectations, and allows them to measure how effective they are at supporting customers. It is important to keep an eye on this metric, as a high count of complaints due to poor service can cause your company to lose customer loyalty and may build a bad reputation for your product.

Formula

(Customer complaints about services or product quality / Total number of customer complaints)x100

Reporting frequency

Monthly

Example of KPI target

< 15% of complaints

Audience

Support Manager, Support Team, Product Developers

Variations

Customer complaints on poor service quality

Related Metrics & KPIs

Speed of Answer

Speed of Answer (SA)

Complaints Received

Complaints Received

Replied to on Time

Correspondence Replied to On Time

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