KPI of the Day – Sales: % Up sale rate
Definition
Measures the percentage of revenue from up selling (i.e. selling upgraded, more expensive products to the same customers), out of overall sales revenue.
Posts Tagged ‘Sales and Customer Service performance’
KPI of the Day – Customer Service: % Interactive voice response (IVR) completion rate
Definition
Measures the rate at which calls entered in the Interactive Voice Response (IVR) system are completed within the IVR.
KPI of the Day – Customer Service: # Time to resolve complaints
Definition
Measures how long it takes to satisfactorily resolve a customer’s complaint after receiving it.
KPI of the Day – Sales: $ Baseline sales
Definition
Estimates expected sales, excluding those sales that are a result of the marketing program.
KPI of the Day – Sales: $ Sales per labor hour
Definition
Measures the average amount of sales per labor hours worked. This KPI is mostly used in the retail and restaurant industries.
