Objective Enhance the level of customer service

KPI Delivery In Full On Time (DIFOT)

Effectiveness of measures like credits, damages, and reason code analysis for DIFOT failures
Customer service performance against standard
Number of customer claims
Customer profitability
Cost per delivery per customer
Customer orders delivered in full
Customer orders delivered on time
Correct documentation
Customer responsiveness
Sales forecasting accuracy
First request versus negotiated

Objective Develop strong customer relationships

KPI Satisfied-customer index
Brand-image index
Customer satisfaction rating (%)
Average time spent on customer relations
Average time from customer contact to sales response

Objective Increase customer satisfaction / loyalty through quality products & services
KPI Number of visits to customers
Response rate
Customer-loyalty index
Number of customer complaints
Customers lost (in number or %)
Customer retention
Number of negative feedbacks from customers
Annual sales per customer
Response time

Objective Increase revenue from common customers

 KPI Annual sales per customers
Average customer size
Customers per employee
Customer service expense per year

Objective Increase the market share

KPI Current market share
Sales volume
Sales per channel
Frequency of sales transactions

Objective Service levels - Enhance the customer satisfaction

KPI Customer invoice accuracy rate
Average lead time for all orders
Order entry accuracy
Delivered in full to customer - by line fill rate or SKU
% of orders delivered on time
% of customer claims
% of product returns
Product damage
Average waiting time for check out
Average value of customer baskets
Average value of private-label
Products in customer baskets
Average weekly sales per store / city / state

Objective Monitor the customer costs and prevent deviations from budget
KPI Cost per customer
Actual cost versus budget
Marketing cost as a % of sales
Marketing expenses

Objective HR - Effective service for internal customers

KPI Employee absence factor (days lost and absence rate)
Absence due to sick leave
MC issued by government hospitals and panel clinics
MC issued by non-government hospitals and non-panel clinics
Hospitalisation leave factor
 Industrial accidents mandays lost factor

Objective Business plans - Improve customer service

KPI Customer service policy document
Footfall counts
Car park usage
User opinion (including visitor satisfaction)
Community safety (visitor perception)
Retail crime perception
Visitor postcode data

Objective IT enabling systems - Improve customer service

KPI Usage of electronic links for fund transfer
Usage of electronic links for customer orders

Objective Improve customer's knowledge through education programs

KPI Policy compliance
Effectiveness of safety training plan

Objective Improve response to customer needs for assistance and breakdowns

KPI Train all technical experts and certify them
Respond to customers in (< 30 minutes)

Objective Reduce customer complaints regarding packaging defects

KPI Variation reports to production (fully completed each day)
Recommendations or corrective actions in production (to be taken within 24 hours for each non-compliance)
Percentage of undamaged goods (98%)