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New smartKPIs.com Report Ranks the Top Customer Service KPIs of 2010

06-16-2011 10:52 AM CET | Business, Economy, Finances, Banking & Insurance

Press release from: eab group Pty. Ltd.

New smartKPIs.com Report Ranks the Top Customer Service KPIs

June 14, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Efficiency and Effectiveness, Order lifecycle management and Complaints Management dominate the “Top 25 Customer Service KPIs of 2010”. The report presents in detail KPIs such as: % On-time delivery, # Time to rectify defects and % Customer complaints due to poor service or product quality, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.

The “Top 25 Customer Service KPIs of 2010” report provides insights in the state of Customer Service performance measurement today by listing and analyzing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010” series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Customer Service has a long tradition in using KPIs, this making Customer Service KPIs the most used in business today. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. KPIs in Customer Service refer to specific monetary measures of stocks and flows as well as to efficiency in operation management, systems and control. With more than 100 KPI examples, Customer Service is one of the best covered functional areas on smartKPIs.com.

Centered around the Customer Service KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Customer Service KPIs of 2010” report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by KPIs reflecting Efficiency and Effectiveness, other popular KPIs come from categories such as Customer satisfaction with service and Post-sale support:

1. % On-time delivery
2. # Time to rectify defects
3. % Customer complaints due to poor service or product quality
4. # Call handling time
5. % First contact resolution rate

“The Top 25 Customer Service KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Customer Service KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.

About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.

Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Life.lab Building
Suite 606, 198 Harbour Esplanade
Melbourne Docklands, VIC 3008

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