How to get your score:

It is simple. Fill in the average measure you have in your organisation for each of the metric and press calculate. Given below is an explanation of each of the metrics:

• Time to Quote: Time taken in hours to submit a commercial quotation against a request for spare part or service
• Response Time: Time taken in hours to respond to a customer with a commitment on the problem resolution, measured from the time of reciept of request / complaint / claim from a customer.
• Resolution Time: Time taken in days to resolve a customer request / complaint / claim and put the equipment back in operation.
• First Time Fix Rate: Percentage of customer service requests where the equipment problem is resolved in the first visit of the Service Engineer / Technician
• Parts Delivery Accuracy: Percentage of spare parts orders delivered on the promised date.
• Customer Satisfaction: Customer feed back on service / order delivery quality on a scale of 0-10.

Each of the listed metric is very critical in achieving customer satisfaction in Service Delivery. However, if you do not have input data on any of the above mentioned metrics, please enter ‘0’ (zero) as the metric measure.