Keeping the customer satisfied

摘要

Aviva designates customer satisfaction as a non-financial key performance indicator but has trouble aggregating data. The UK financial services company publishes a business review that contains a reference to both financial and non-financial key performance indicators (KPIs). While the company explains the financial KPIs in detail, it has difficulty in establishing a group-wide customer service KPI measure.This arises from different metrics being used in its business units, which it has not managed to adapt into a single measure.