Complaint Resolution Satisfaction Rate %
The percentage of customers who, after making a complaint, were satisfied with how the company addressed the issue.
8 Satisfaction Metrics KPIs
Complaints Received #
The number of complaints lodged by customers within a given time frame.
Compliments Received #
The number of positive feedbacks or compliments received from customers about a service or product.
Customer Callbacks #
The number of times customers request a callback after an initial service interaction.
Customer Satisfaction Score (CSAT) score
Measures the average satisfaction of customers with a particular experience, usually on a scale from 1 (very unsatisfied) to 5 (very satisfied).
Customer Support Agent Feedback score
The average feedback score or rating received specifically for the support agent’s performance.
Customers With Service Level Agreements in Place #
The number of customers who have a formal service level agreement (SLA) set with the company.
Rate of Customers Given Satisfaction Surveys %
The percentage of customers who are provided with a satisfaction survey post-interaction.