Main KPIs of the claims department
Posted: Thu Jan 23, 2025 8:03 am
Complaint resolution time
One of the most important KPIs of the claims department is the time spent on their resolution. It is important that it is minimal. In this case, customers will feel satisfied. The best indicator of the time for resolving a claim is considered to be a period of up to 24 hours. If this period is exceeded, it is necessary to analyze the indicators honduras mobile phone numbers database and promptly make adjustments.
Customer Satisfaction Level
Various performance indicators are used to assess customer satisfaction. For example, the number of repeat orders, brand awareness, the number of new customers, reviews left, etc. These metrics indicate the general opinion of customers about the work of the claims department and make it possible to assess the effectiveness of its activities.
Number of complaints
Another important KPI for the department is the number of incoming complaints. Each of them points to potential problems in cooperation with partners or product shortcomings. Analysis of this data allows identifying the causes of problems and developing strategies for their elimination.
Indicator Unit of measurement Normal value
Complaint resolution time watch no more than 24 hours
Number of repeat orders pcs. up to 70%
Number of new clients pcs. from 30%
Once the appropriate KPIs have been selected, specific goals and deadlines for achieving them should be set. For example, if the goal is to reduce the number of claims, then determine the desired value of this indicator and the time frame within which it must be achieved.
Eight tips for handling complaints effectively
Let's look at some recommendations from marketing experts. These tips will help improve your handling of complaints and successfully resolve conflicts:
Be empathetic towards the customer. Unsatisfied customers tend to express negative emotions in their complaints. Try to put yourself in their shoes to better understand their point of view and emotional state. This will help you establish closer contact with the customer and show understanding of their situation.
Detail the situation. To more accurately identify the problem that served as the basis for the complaint, it is important to consider all the details, even the most seemingly insignificant ones. Use a special funnel and apply clarifying questions.
Reassure the customer. Filing complaints is often associated with stressful situations. The advertiser needs to reassure the customer to focus on analyzing the problem and identifying the real facts.
Refuse when necessary. If the company and the client have not been able to agree on their positions or if the complaint is not supported by sufficient arguments, it is important to be able to refuse the client. In this case, the refusal should be expressed as politely as possible.
Continue to interact with the customer. Completing a complaint does not mean that you can stop communicating with the customer. To mitigate the negative impression of the company, it is important to conduct a customer satisfaction assessment.
Effective work with the complaints department
Source: shutterstock.com
It is also useful to inform the client about upcoming promotions, product range updates, etc. to demonstrate the company's interest.
Conduct an analysis of the reasons for the occurrence of complaints and look for ways to eliminate them. This will allow you to identify the main problems in the company's activities and take measures to resolve conflict situations. In addition, you should determine ways to reduce the number of complaints.
Train your staff. Claims department employees must be highly professional and have a good understanding of all aspects of the organization's work. They must be provided with regular training and education. It is also important to create a motivation system so that the department employees are interested in working effectively.
Improve the customer service process. Active and systematic work on improving service processes, analyzing results and identifying shortcomings will improve the quality of service and customer satisfaction.
Many new managers make the mistake of refusing to acknowledge the presence of negative feedback. Complaints in various forms are encountered in the activities of any organization. A company that knows how to properly handle such claims not only solves problems, but also forms a loyal customer base.
One of the most important KPIs of the claims department is the time spent on their resolution. It is important that it is minimal. In this case, customers will feel satisfied. The best indicator of the time for resolving a claim is considered to be a period of up to 24 hours. If this period is exceeded, it is necessary to analyze the indicators honduras mobile phone numbers database and promptly make adjustments.
Customer Satisfaction Level
Various performance indicators are used to assess customer satisfaction. For example, the number of repeat orders, brand awareness, the number of new customers, reviews left, etc. These metrics indicate the general opinion of customers about the work of the claims department and make it possible to assess the effectiveness of its activities.
Number of complaints
Another important KPI for the department is the number of incoming complaints. Each of them points to potential problems in cooperation with partners or product shortcomings. Analysis of this data allows identifying the causes of problems and developing strategies for their elimination.
Indicator Unit of measurement Normal value
Complaint resolution time watch no more than 24 hours
Number of repeat orders pcs. up to 70%
Number of new clients pcs. from 30%
Once the appropriate KPIs have been selected, specific goals and deadlines for achieving them should be set. For example, if the goal is to reduce the number of claims, then determine the desired value of this indicator and the time frame within which it must be achieved.
Eight tips for handling complaints effectively
Let's look at some recommendations from marketing experts. These tips will help improve your handling of complaints and successfully resolve conflicts:
Be empathetic towards the customer. Unsatisfied customers tend to express negative emotions in their complaints. Try to put yourself in their shoes to better understand their point of view and emotional state. This will help you establish closer contact with the customer and show understanding of their situation.
Detail the situation. To more accurately identify the problem that served as the basis for the complaint, it is important to consider all the details, even the most seemingly insignificant ones. Use a special funnel and apply clarifying questions.
Reassure the customer. Filing complaints is often associated with stressful situations. The advertiser needs to reassure the customer to focus on analyzing the problem and identifying the real facts.
Refuse when necessary. If the company and the client have not been able to agree on their positions or if the complaint is not supported by sufficient arguments, it is important to be able to refuse the client. In this case, the refusal should be expressed as politely as possible.
Continue to interact with the customer. Completing a complaint does not mean that you can stop communicating with the customer. To mitigate the negative impression of the company, it is important to conduct a customer satisfaction assessment.
Effective work with the complaints department
Source: shutterstock.com
It is also useful to inform the client about upcoming promotions, product range updates, etc. to demonstrate the company's interest.
Conduct an analysis of the reasons for the occurrence of complaints and look for ways to eliminate them. This will allow you to identify the main problems in the company's activities and take measures to resolve conflict situations. In addition, you should determine ways to reduce the number of complaints.
Train your staff. Claims department employees must be highly professional and have a good understanding of all aspects of the organization's work. They must be provided with regular training and education. It is also important to create a motivation system so that the department employees are interested in working effectively.
Improve the customer service process. Active and systematic work on improving service processes, analyzing results and identifying shortcomings will improve the quality of service and customer satisfaction.
Many new managers make the mistake of refusing to acknowledge the presence of negative feedback. Complaints in various forms are encountered in the activities of any organization. A company that knows how to properly handle such claims not only solves problems, but also forms a loyal customer base.