Customer Satisfaction and Performance Data
Key Performance Indicators
VT Four S has developed a number of Key Performance Indicators (KPI) to define and measure its performance and progress towards the company’s improvement goals relating to customer satisfaction, customer care and compliments and complaints.
| 2004-05 | 2005-06 |
2006-07 |
2007-08 |
Change on last year |
|
|
Number of Customer Complaints |
37 | 46 | 188 |
39 |
-79.0% |
|
Number of Customer Compliments |
60 | 88 | 314 | 245 |
-22.0% |
|
Ratio of Compliments to Complaints |
1.6:1 | 1.9:1 |
1.6:1 | 6.3:1 |
+294% |
|
Compliments and Complaints Metrics |
Target |
2006/07 |
2007/08 |
|
|
Number of Complaints |
Increase our ability to meet the 7 working day turnaround on complaint resolution (90% of cases) |
63 (plus |
39 |
|
|
We will acknowledge all complaints within 2 working days and aim to resolve the issues within 5 working days of the initial response (7 working day turnaround) |
90% of complaints resolved within 7 working day target |
86% |
64% |
|
|
Number of Compliments |
Year on Year Improvement (Minimum 10% increase) |
262 |
245 |
|
