KPI PARAMETERS FOR CUSTOMER SERVICE REPRESENTATIVES

NOTE: You are required to turn in your daily report at least 15 minutes before the close of business

Overall Customer Satisfaction:

KPI: Customer Satisfaction Rating

Measurement: Survey or feedback data from customers

Objective: Achieve a customer satisfaction rating of 90% or higher.

Store Maintenance:

KPI: Store Cleanliness and Tidiness

Measurement: Regular inspections or customer feedback

Objective: Maintain a store cleanliness and tidiness rating of 95% or higher.

Product Knowledge:

KPI: Product Knowledge Assessment Score

Measurement: Score based on periodic assessments or quizzes

Objective: Attain a product knowledge assessment score of 80% or higher.

Sales Performance:

KPI: Sales Revenue

Measurement: Total amount of sales made

Objective: Meet or exceed assigned sales targets.

Client Management/Complaint Resolution:

KPI: Complaint Resolution Time

Measurement: Average time taken to resolve customer complaints

Objective: Resolve customer complaints within 48 hours.

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General Service Delivery:

KPI: Response Time to Customer Inquiries

Measurement: Average time taken to respond to customer inquiries

Objective: Respond to customer inquiries within 24 hours.

FOR PERCENTILE GRADING…

Percentage
Area KPI Measurement Expectation

Store cleanliness and Regular inspections or customer

Store Maintenance tidiness feedback 95% or higher

Maintenance issue Average time taken to resolve

resolution time issues Within 48 hours

Compliance with safety

standards Internal audits or inspections 100%

Product knowledge Score based on periodic

Product Knowledge assessment score assessments or quizzes 80% or higher

Product information Accuracy of information

accuracy provided to customers 100%

Completion of required training

Training completion modules 100%

Meet or exceed
Sales Sales revenue Total amount of sales made targets

Percentage of customer
Conversion rate interactions resulting in a sale 40% or higher

Average transaction Average dollar amount spent Meet or exceed

value per transaction targets

Client Management/Complaint Customer satisfaction Survey or feedback data from

Resolution rating customers 90% or higher

Complaint resolution Average time taken to resolve

time complaints Within 48 hours

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 Percentage
Area KPI Measurement Expectation

Percentage of customers making

Repeat customer rate repeat purchases 40% or higher

Response time to Average time taken to respond

General Service Delivery customer inquiries to inquiries Within 24 hours

Order fulfillment Percentage of orders fulfilled

accuracy accurately 100%

On-time delivery of Percentage of online orders

online orders delivered on time 95% or higher