- Customer service is active in 30 countries, employing more than 60 people in total. In this complex environment, it’s hard for the Heads of Customer Service to measure the performance of their teams. What’s more, some KPIs are based on actionable levers and metrics that are reported in static documents.
- A great deal of time is spent on the question of whether the data are accurate enough. And because consolidating the data is time-consuming, it’s difficult to get a grip on which KPIs are meaningful in the light of the overall strategy.