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.

     2007-08
    		2008-09
    		Change on last year
    Number of Customer Complaints
    		39
    		49
    		+25.6%
    Number of Customer Compliments
    		245
    		392
    		+37.5%
    Ratio of Compliments to Complaints
    		6.3:1
    		8.0:1
    		+25%

     

    Compliments and Complaints Metrics
    		Target
    		2007-08
    		2008-09
    Number of Complaints
    		Increase our ability to meet the 7 working day turnaround on complaint resolution (90% of cases)
    		39
    49
    (increased size of company)
    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
    		64%
    		75.5%
    Number of Compliments
    		Year on Year Improvement (Minimum 10% increase)
    		245
    		392

     

    pdf icon Customer Care Key Performance Indicators Year End 2008-09