Measures of customer complaints as a proportion of units sold or orders taken.

BPIR Categories

6.4.1 Improve process/service performance
5.5.3 Improve process/product performance
7.3.2 Manage customer complaints
15.6.8 After-sales service/warranties/customer complaints
15.2.3 Product performance e.g. quality/delivery/value
15.2.4 Service performance e.g. quality/delivery/value

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