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Data input : C2 - CRM - Customer Satisfaction Index

Financial Year 2012/2013 2013/2014

No. of customer No. of customer


who give score Total no. of who give score Total no. of
Month Achievement Target
more than or equal customer more than or equal customer
4 4

Jan 85%

Feb 85%

Mar 85%
Apr 85%
May 85%
Jun 85%
Jul 85%
Aug 85%
Sep 85%
Oct 85%
Nov 85%
Dec 85%
YTD
Average #DIV/0!
Performance

KPI Analysis
Customer Satisfaction Index CSI 20
2012/2013 Vs 2013/2014 90%
90% 80%
85% 85%
80%
70%
70%
60%
60%
50%
50%
40%
40%
30%
30%
20% 20%

10% 10%
0% 0%
2012/2013 2013/2014 Jan Feb Mar Apr May Jun

Achievement Target Achievem

KPI Definition

BSC Perspective KPI Process Frequency Definition

Customer Satisfaction
Customer TBD Monthly Reflects how customers are satisfied regarding our sales
Index
KPI Profile
Direction Unit
Maximize Percentage
Legend Recommendations
Calculated KPI Data
2013/2014
(Do not change)

Your data (White


Please fill in your data in blank white cells
Cells)
Achievement Target
 Results are on or over the established target (keep
improvement)

Results are under the established target, but within a


85% tolerance interval. They need to be analyzed and
monitored

Results are under the established target and require


85% urgent actions

85% Trend
85%
85% 2013/2014
85%
85%
85% Action Plan
85% 1-……………………………………………………….…………………………

85% 2-……………………………………………………….…………………………

85% 3-………………………………………………………………………………….

85% 4-………………………………………………………………………………………

5-……………………………………………………………………………………
#DIV/0! 6-……………………………………………………………………………………

CSI 2013/2014 Customer Satisfaction Index 2012/2013Vs 2013/2014 (%)


1200%

1000%

800%

600%

400%

200%

0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Achievement Target 2012/2013 2013/2014

Objective Numerator Denominator

Number of customers who


This measure gives a feedback from our customers in order to
give score more than or Total number of customers
improve our customer relation and provide a better sales service
equal 4
Trend

ALUE!
/2014 (%)

ep Oct Nov Dec