Percentage of Utilities Customer Complaints Resolved Within 50 Days

Percentage of Utilities Customer Complaints Resolved Within 50 Days

KPI Details

Percentage of Utilities Customer Complaints Resolved Within 50 Days measures the quality of service provided by the Utilities company and the efficiency of complaint resolution practices. A relatively low value for this metric is typically related to a few common factors, including poor employee performance, inadequate staffing and poor customer complaint resolution practices. Such poor customer service can lead to sub-par customer satisfaction, increased customer disputes (this can include litigation actions) and an increase in the number of customer complaints placed in the backlog.

KPI Definition

The number of utilities customer complaints resolved in 50 business days or less divided by the total number of customer complaints resolved over the same period of time, as a percentage.

KPI Best Practices

• Track the performance of each customer service representative over time to identify low performers
• Provide incentives for reaching service levels related to complaint resolution
• Audit complaint resolution process at regular intervals to identify inefficiencies

KPI Calculation Instructions Percentage of Utilities Customer Complaints Resolved Within 50 Days?

Two values are used to calculate this KPI: (1) the number of utilities customer complaints resolved in 50 business days or less within a certain period of time, and (2) the total number of customer complaints resolved over the same period of time. Include all types of customer complaints (payment issues, outage issues, power fluctuations, etc.) within this calculation. Count customer complaints received in all communication mediums (e-mail, phone call, written letters, in-person declarations, etc.) within this calculation. Do not count any customer complaints resolved in the IVR/VRU system.

KPI Formula :

(Number of Utilities Customer Complaints Resolved in 50 Days or Less / Total Number of Customer Complaints Resolved) * 100