Service KPIs tend to be narrowly focused on single measurements such as productivity or first time fix, and they don’t provide a holistic snapshot. Without zooming out for a 360-degree view, measuring in isolation often leads to systemic and costly service issues.
Instead of focusing solely on “what” to measure, it’s more important to ask “how” you are measuring. Aquant’s Service Performance Measurement gives you access to the right mix of information to measure what really matters. This includes understanding a macro and individual team member view of performance.