The formula for measuring this KPI is very simple:
(Number of complaints ÷ Sales) x 100 = complaint rate
In fact, it is an important metric to monitor this, china mobile phone number resource because a large number of complaints can arise due to systemic problems, such as:
late deliveries;
product quality below expectations;
lack of support or poor support;
complicated and unusual e-commerce website.
And these issues are added to the occasional problems that affect every e-commerce. A product that a thermal camera manufacturer offers must be in perfect condition by the time it reaches the customer's home.
In addition to the index, the reason for the complaint is also important and must be identified, as it is information that allows the business to take measures to increase both customer satisfaction and reduce the rate of negative feedback and complaints.
After-sales support fee
Support rate is the percentage of support calls related to sales:
(Support calls in a time interval ÷ sales in the same time interval) x 100.
This shows how much e-commerce support is affected by the most diverse issues in a product or business process that indirectly impact customer retention, consumer satisfaction, among other factors.
But before the significant number of calls is considered tragic, it is interesting to detail the reasons for the calls, clarifying why customers are calling the service.
For example, a call could be made to exchange the size or color of an item, or even a new purchase from a satisfied customer.
That's all for today!
This text was originally developed by the Guia de Investimento blog team , where you can find hundreds of informative content on different segments.