September 2012
Intermediate to advanced
376 pages
6h 44m
English
Content preview from Key Performance Indicators (KPI)
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26
Customer complaints
Strategic perspective
Customer perspective
Key performance question this indicator helps to answer
To what extent are we satisfying our customers?
Why is this indicator important?
Customers that complain are patently unhappy with some aspect of a product or service. Moreover, they can cause significant damage to an organisation’s reputation and ability to attract new customers. A study by TARP Research as far back as 1999 uncovered the fact that on average an unhappy customer will tell 10 people about their experience. In turn, these 10 people will tell a further five people, meaning that a total of 60 people will have heard of this bad experience. TARP’s findings have been supported by innumerable other research ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.