Protected

2024 VOC Management

Target KPI Remarks
VOC Rate
Sales 3.2%
Service 0.2% No Reclassification from Jan 2024
Product 0.12%
i-VOC mapping 60%
PCF 50%
Resolution Days <4 Days

Note:
1. No Reclassification- Ensure 100% Documentation
2. Small Dealers- Min 1 VOC allowed
3. All penalty/disciplinary measures applicable for VOC before reclassification rate
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2024 GX KPI

2024 KPI
NPS
Buy Stage 85
Service Stage 81
Pre-Booking Stage 56
Response Rate
Buy Stage >49%
Service Stage >29%
Pre-Booking Stage [New] >14%

Note:
1.NPS Pre-Booking Effective from 1st Feb 2024
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2024: HTGE Index Program
Weightage Silver Gold Platinum
Sales 3.20% 2.40% 1.60%
Service 0.20% 0.15% 0.10%
VOC Rate 2
Product 0.12% 0.09% 0.06%
Points 0.5 1 2
Combined 60% 65% 70%
iVOC Mapping 1.5
Points 0.5 1 1.5
Combined <4 days <3 days <2 days
Resolution days 1 Note:
Points 0.25 0.5 1
1. No Reclassification- Ensure 100%
Combined 50% 55% 60%
PCF 1 Documentation
Points 0.25 0.5 1
Sales 85 89 93
2. Small Dealers- Min 1 VOC allowed
Pre-Sales 56 58 61 3. All penalty/disciplinary measures applicable
NPS 2
Service 81 85 88 for VOC before reclassification rate
Points 0.5 1 2 4. NPS Pre-Booking Effective from 1st Feb 2024
Sales >49% >51.5% >54%
Pre-Sales >14% >15% >15.5%
Response Rate 1
Service >29% >30.5% >32%
Points 0.25 0.5 1
Combined >40% >45% >50%
HT Stories 1
Points 0.25 0.5 1
Training
HT Newsletter
Hygiene 0.5 0.5
WBT
Obheya