Question
Topic: Research/Metrics
Customer Complaints
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Our company would like to measure customer complaints by using the following formula:
Number of complaints/number of transactions×100.
Now, if the number of complaints in the current month is 20 and number of transaction is 65, result will be 30%, and if the number of complaints in the next month is 25 and denominator are 100, result will be 25%, the rate went down but complaints went up.
I don’t think the above indicator will help us decreasing the number of complaints over time. I suggested monitoring the number of complaints instead of the above formula.
Any feedback to support my idea will be highly appreciated
Regards