Client Satisfaction Score ℹ️
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Based on resolution time
Calculation Method:
100 - ((Avg Resolution Days - 15) × 5)
Benchmark: 15 days industry standard
Range: 0-100 (higher is better)
Example: 10 days avg = 100 score
20 days avg = 75 score
Revenue at Risk ℹ️
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From delayed queries
Calculation Method:
Sum of query amounts where age > 30 days
Logic: Queries over 30 days risk client relationships and potential revenue loss
Use: Prioritize high-value overdue queries
SLA Compliance ℹ️
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30-day benchmark
Calculation Method:
(Resolved within 30 days ÷ Total Resolved) × 100
Target: >90% excellent, >70% good
Industry Standard: 30 days
Example: 80 of 100 resolved in 30 days = 80%
Efficiency Score ℹ️
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Resolution velocity
Calculation Method:
(Resolution Rate × 60%) + (Speed Score × 40%)
Resolution Rate: % of queries resolved
Speed Score: 100 - (avg days × 2)
Range: 0-100 (higher is better)
Example: 80% resolved + 10 day avg = 74 score
