Satisfaction Index is calculated based on brand activity over the past 12 months
The Satisfaction Index objectively expresses brand performance at Complaints Book based on interaction with complaining users.
Good brand performance increases the Satisfaction Index.
This is the Satisfaction Index you should look for within Complaints Book to make the best decision.
The graphical presentation of the Satisfaction Index translates into a scale that allows a quick comparison between brands.
Satisfaction Index is only available for brands with a minimum of 2 complaints. Until the brand is eligible, the Satisfaction Index will be "Not Assigned".
The Satisfaction Index comprises a formula based solely on the performance of each brand in Complaints Book.
There are four states of complaints that are considered for the Satisfaction Index:
|1||To calculate the IS in the public service, the customer retention rate is not considered, the weight of which is included in the response rate.|
|2|| For RR the number of replied complaints is:
No. of complaints being dealt with + No. of complaints resolved + No. of complaints not resolved with brand response
|3|| For SR are considered the last 11 months preceding the previous month.
Being n the current month, the period considered to calculate the SR is from n -12 to n -1
|4|| The ART of each complaint is accounted for as follows.