Customer Perspectives

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Customer Engagement

Customer Engagement measures the level to which customers are engaged […]

By Bernard Marr|2021-07-02T15:32:42+01:002 July 2021|Customer Perspectives|

Corporate Reputation

Corporate Reputation is an indicator of the reputation a company […]

By Bernard Marr|2021-07-13T19:06:59+01:002 July 2021|Customer Perspectives, Sales and Marketing Perspective|

SERVQUAL

SERVQUAL is a measure of the service quality a company […]

By Bernard Marr|2021-07-13T19:09:02+01:002 July 2021|Customer Perspectives, Operations Perspectives|

DIFOT Rate

Delivery In Full, On Time (DIFOT) Rate is a measure […]

By Bernard Marr|2021-07-13T19:09:12+01:002 July 2021|Customer Perspectives, Operations Perspectives|

Customer Complaints

Customer Complaints are indicators of customer dissatisfaction with the goods […]

By Bernard Marr|2021-07-02T15:32:42+01:002 July 2021|Customer Perspectives|

First Contact Resolution

First Contact Resolution (FCR) is a measure of the effectiveness […]

By Bernard Marr|2021-07-13T19:09:41+01:002 July 2021|Customer Perspectives, Operations Perspectives, Sales and Marketing Perspective|

Market Share

Market Share provides a measure of the relative share a […]

By Bernard Marr|2021-07-13T19:03:54+01:002 July 2021|Customer Perspectives, Sales and Marketing Perspective|

Market Growth Rate

Market Growth Rate is a measure of the extent at […]

By Bernard Marr|2021-07-13T19:04:05+01:002 July 2021|Customer Perspectives, Sales and Marketing Perspective|

Brand Equity

Brand Equity is a measure of the value a brand […]

By Bernard Marr|2021-07-13T19:04:13+01:002 July 2021|Customer Perspectives, Sales and Marketing Perspective|

Customer Profitability

Customer Profitability is an indicator of how much profit a […]

By Bernard Marr|2021-07-13T18:53:59+01:002 July 2021|Customer Perspectives, Finance Perspectives|

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