Use these to monitor how effectively the team handles customer friction.
KPI | Condition | What it usually means | What to check next | Likely manager action |
|---|---|---|---|---|
NFT | Up | Dissatisfaction pressure is increasing relative to traffic. | Check if this matches survey issues; if not, review complaint tags for "hidden friction." | Act with urgency on the root cause; investigate hidden friction separately if needed. |
Avg. Resolution Time | High | Complaints are taking too long to resolve. | Look for bottlenecks between the store and support team or gaps in store follow-up. | Respond faster on store-owned issues and improve escalation discipline. |
Ageing Cases | High | Too many cases are staying unresolved for too long. | Identify what is blocking closure and check for recurring store issues causing delays. | Review ageing cases immediately, close what can be resolved, and escalate blockers. |
Resolution Rate | Low | Customer concerns are not being fully recovered or fixed. | Check unresolved complaint types, failed recoveries, and repeat store execution problems. | Improve recovery quality (not just speed) and ensure the underlying store problem is truly resolved. |
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