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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.
(Customer complaints about services or product quality / Total number of customer complaints)x100
Example of KPI target
< 15% of complaints
Support Manager, Support Team, Product Developers
Customer complaints on poor service quality