This measure provides data on the length of time it takes to respond to a customer complaint. It does not indicate whether or not the complaint was dealt with satisfactorily but a quick initial response time can be a key contributor to the satisfactory conclusion of a customer complaint process by helping to contain or prevent further unnecessary build up of the situation on the part of the customer (who then knows the situation is in-hand).

BPIR Categories

15.6.8 After-sales service/warranties/customer complaints
7.3.2 Manage customer complaints

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