This lesson covers the metrics (KPIs) used to measure the effectiveness of the complaint management process.

7.1 Key Performance Indicators (KPIs)
To manage complaint handling effectively, banks must measure it. The following metrics are commonly used :

  • Complaint Volume: Number of complaints received per period.

  • Average Resolution Time: Average time to resolve a complaint. A key indicator of efficiency.

  • First-Contact Resolution (FCR): Percentage of complaints resolved during the first contact. A high FCR is linked to higher satisfaction.

  • Complaint Escalation Rate: Percentage of complaints escalated to a higher authority. High rates can indicate poor frontline empowerment.

  • Customer Satisfaction Post-Resolution (CSAT): The customer’s satisfaction with the complaint handling process.

  • Net Promoter Score (NPS): A measure of how likely a customer is to recommend the bank after a complaint is resolved.

7.2 Integrating with CRM and Ticketing Systems
CRM and Complaint Tracking Systems are essential for monitoring performance . These systems provide:

  • Dashboards: Visualizing complaint trends and performance metrics in real-time.

  • Ticketing: Creating a unique identifier for each complaint for easy tracking.

  • Reporting: Generating reports for management and regulatory bodies.

 

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