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Customer Complaint Rate %

Purpose -

Tracks product quality from end-user feedback.

Operational Definition -

(Customer Complaints / Total Units Sold) * 100

Type of Metrics -

KPI

Function -

Quality & Compliance

Associate Function -

Quality & Compliance

Desired Trend -

Lower the better

Recommended Frequency - 

Monthly

External References -

https://www.indeed.com/career-advice/career-development/what-are-quality-metrics

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