KPI: Business Relationship Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of complaints received from customer	Number	Monthly	This KPI reflects the no. of complaints received from the customer.
%age of customer complaints that are justified	%	Monthly	This KPI highlights the percentage of customer complaints which were accepted as justified.
Number of customer satisfaction surveys conducted	Number	Yearly	This KPI highlights the no. of formal customer satisfaction surveys conducted during the year.
%age of customer satisfaction survey questionnaires responded	%	Yearly	This KPI reflects the percentage of questionnaires that were responded to by the customer w.r.t. all survey requests sent.
Customer satisfaction rating for each service	Number	Quarterly	This KPI determines the average customer satisfaction rating for each service.

KPI: Strategy Management For IT Services

KPI Definition	Unit of Measure	Frequency	Remarks
No. of opportunities identified for new or modified services	Number	Quarterly	This KPI reflects efficiency of the process to determine new opportunities.
Number of Planned New Services	Number	Half Yearly	This KPI highlights the number of new services that are developed following a strategic review.
Number of Unplanned New Services	Number	Half Yearly	This KPI highlights the number of new services which are developed without being initiated by strategic reviews.
Number of new customers won	Number	Quarterly	This KPI determines the effectiveness of the process. It reflects the number of customers won because of the strategic initiative for a new service.
Number of lost Customers	Number	Quarterly	This KPI determines the ineffectiveness of the process. It reflects the number of customers that have been lost to competing service providers because of the inability of the management to make a strategic decision to plan for a new service.