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.