What are the most important performance indicators for complaint management?

1 Complaint volume

The first indicator you need to track is the complaint volume, which is the number of complaints you receive from your customers over a given period. This metric can help you gauge the overall level of customer dissatisfaction, identify common issues or trends, and benchmark your performance against your competitors or industry standards. You can also segment your complaint volume by channel, product, service, or customer segment to get more insights into the sources and causes of complaints.

2 Complaint resolution rate

The second indicator you need to monitor is the complaint resolution rate, which is the percentage of complaints that you resolve within a specified time frame. This metric can help you assess the efficiency and effectiveness of your complaint handling process, as well as the impact of your actions on customer satisfaction. A high complaint resolution rate indicates that you are able to address customer concerns quickly and satisfactorily, while a low rate suggests that you need to improve your response time, communication, or problem-solving skills.

3 Complaint recurrence rate

The third indicator you need to measure is the complaint recurrence rate, which is the percentage of complaints that are repeated or escalated by the same customer or for the same issue. This metric can help you evaluate the quality and sustainability of your complaint resolution, as well as the potential risk of losing customers or damaging your reputation. A low complaint recurrence rate implies that you are able to prevent or reduce the likelihood of future complaints, while a high rate indicates that you need to review and revise your complaint handling process or policies.

4 Complaint satisfaction score

The fourth indicator you need to collect is the complaint satisfaction score, which is the rating or feedback that customers give after their complaints are resolved. This metric can help you understand the customer's perception and expectation of your complaint handling process, as well as the outcome and value of your complaint resolution. A high complaint satisfaction score shows that you are able to meet or exceed customer needs and restore trust and loyalty, while a low score reveals that you need to enhance your customer service or offer better compensation or incentives.

5 Complaint conversion rate

The fifth indicator you need to calculate is the complaint conversion rate, which is the percentage of complaints that result in additional sales or referrals from the same customer. This metric can help you determine the profitability and growth potential of your complaint management, as well as the opportunity and challenge of turning unhappy customers into happy ones. A high complaint conversion rate demonstrates that you are able to leverage your complaint handling process as a marketing or sales tool, while a low rate suggests that you need to improve your customer value proposition or relationship management.

6 Complaint analysis and reporting

The sixth indicator you need to perform is the complaint analysis and reporting, which is the process of aggregating, organizing, and presenting your complaint data and insights to inform your decision-making and action-planning. This indicator can help you identify the root causes and patterns of complaints, the strengths and weaknesses of your complaint handling process, and the best practices and recommendations for improvement. You can use various tools and techniques, such as dashboards, charts, tables, or graphs, to visualize and communicate your complaint analysis and reporting.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?