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Customer Complaint & Service Request
Customer complaints can vary significantly, and one needs to have
a sophisticated method of classifying and above all measuring them.
The complaits can have the following attributes:
Customer service requests can vary significantly, and they are
easier to classify and measure compared to complaints.
Complaint Type
Attribute values can be “ Delay in Delivery”, “Operational
Fault”,”Non-Fulfillment of promise”…
Complaint Criticality:
Attribute values can be “High Severity (could endanger the
operations of the customer significantly”,”Medium Severity
(Could impact few areas of customer operations)…
Service Request Type:
Attribute values can be “
Change of Customer Details”, “Add-on product”,”
Cancellation of service”…
Service Request Criticality:
Attribute values can be “High
priority”, “Medium Priority”, “Low Priority”
Service Request Scope:
“Minor Change/Effort”, “Medium Change/Effort”,
“Significant change/effort”
Date of Logging of Customer Service Request/Complaint
This attribute can be derived to state the number of service requests
and complaints logged in a given week, month, quarter…
Date of Closure of Customer Service Request/Complaint
This attribute can be derived to state the number of service requests
and complaints closed in a given week, month, quarter…
Along with the date of logging the TAT etc is calculated
Assigned to
This attribute states the service staff to service center to service
zone…This attribute like “Channel” also runs into
multipple hierarchies. The hierarchies are:
Service Organization Hierarchy
Starting from most granular Customer Service (CS) executiveàCS
ManageràCS Senior Manager--……..àHead of
Customer Service
Service Office Hierarchy
Starting from most granular CS Desk-->CS
Section-->CS Office-->CS Zone-->CS Region…
Aging band of Customer Complaint
This is a “Balance Sheet type” dimension provides analysis
on the status of the “complaints” as of the given date.
The attribute values for aging band can be “3 days/>3 to
5 days/>5 to ten days..”
If you want to find out on how many high criticality complaints
have aging beyond five days for Imaging Server product, you have
to slice on Dimensions “Product”, “complaint”,”Aging
Band” dimensions and measure of “Number of complaints”
Aging band of Customer service request
This is a “Balance Sheet type” dimension provides analysis
on the status of the Service Requests as of the given date. The
attribute values for aging band can be “3 days/>3 to 5
days/>5 to ten days..”
If you want to find out on how many high criticality complaints
have aging beyond five days for Imaging Server product, you have
to slice on Dimensions “Product”, “complaint”,”Aging
Band” dimensions and measure of “Number of complaints”
TAT Band for Closure of Customer Complaint/Customer Service Requests
This Dimension analyses the effeciency of closing the customer
complaint. This is different from Aging as that measures the complaints
which are open on the referred date. TAT band is post facto.
If one wants to find out on how many complaints were falling in
high criticality complaint for Imaging server product, which had
TAT of more than 5 days, you have to slice on Dimensions “Product”,
“complaint”,”TAT band” dimensions and measure
of “Number of complaints”
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