CAMSEI, our Service Excellence Index calculator benchmarks your service performance using six key metrics:

Time to quote for a service
Response time to a service request
Mean time to Resolve service requests

First time fix rate
Parts delivery accuracy
Customer satisfaction score of the service delivered

Get a clear rating – Excellent, Good, Fair or Low and identify where to focus for service growth and customer delight.

Service Excellence Index

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 metric:

Time to Quote: Time taken in hours to submit a quotation against a request for spare part or service.
Response Time: Time taken to respond to a customer from receipt of complaint or claim.
Resolution Time: Time taken in days to resolve a customer request and put the equipment back in operation.
First Time Fix Rate: % of cases resolved in the first visit.
Parts Delivery Accuracy: % of spare part orders delivered on time.
Customer Satisfaction: Feedback score on a scale of 0–10.

What Next?

If you see the need to improve your SEI, we at CAMS Consulting can help you. Write to us at camspune@camsconsulting.in