服务业客户服务经理客户满意度绩效考核表

服务业客户服务经理客户满意度绩效考核表员工姓名：输入姓名 直接上级：输入姓名所在部门：输入部门 岗位编制：全职编制员工职位：输入职位 考核周期：输入部门考核维度指标名称权重目标值评分标准得分客户满意度指标客户满意度评分（NPS）40%80分以上根据客户满意度调查问卷结果计算净推荐值（NPS），得分80分及以上为满分，每低1分扣0.5分，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户投诉率低于5%按月统计客户投诉数量占服务总次数比例，低于5%为满分，每高1%扣2%，最高扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户回访满意度90%以上通过客户回访调查问卷统计满意度，90%及以上为满分，每低1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户表扬数量每月至少20次按月统计客户表扬次数，每月20次及以上为满分，每少1次扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重服务响应及时率95%以上统计客户服务请求在规定时间内响应的数量占比，95%及以上为满分，每低1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重服务效率指标平均处理时长25%小于10分钟统计客户服务请求的平均处理时间，10分钟以内为满分，每超过1分钟扣0.5%，最高扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重一次性解决率80%以上统计客户服务请求在首次交互中解决的问题比例，80%及以上为满分，每低1%扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重服务资源利用率不低于85%统计服务团队在规定时间内的资源使用效率，85%及以上为满分，每低1%扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重服务流程优化次数至少2次按季度统计提出的有效服务流程优化建议并被采纳的次数，每季度2次及以上为满分，每少1次扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重跨部门协作效率问题解决时间小于30分钟统计因跨部门协作导致的问题解决平均时间，30分钟以内为满分，每超过1分钟扣0.5%，最高扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户关系维护指标客户流失率20%低于8%按季度统计流失客户数量占总客户数量的比例，低于8%为满分，每高1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户关系活动参与度参与率不低于60%统计客户参与公司组织的各类关系活动（如回访、满意度调查等）的比例，60%及以上为满分，每低1%扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户推荐率每月至少5次按月统计通过老客户推荐带来的新客户数量，每月5次及以上为满分，每少1次扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户信息完善率90%以上统计客户档案中关键信息的完整度，90%及以上为满分，每低1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重客户反馈响应时间24小时内统计客户提出反馈或建议后，团队响应的平均时间，24小时内为满分，每超过1小时扣0.5%，最高扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重团队协作与管理指标团队目标达成率15%100%以上统计团队整体目标（如服务量、满意度等）的完成情况，100%及以上为满分，每低于1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重团队培训参与度参与率100%统计团队成员参与公司或部门组织培训活动的比例，100%为满分，每低1%扣1%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重团队内部冲突解决率100%解决统计团队内部因工作产生的冲突是否得到有效解决，100%解决为满分，每出现1次未解决冲突扣2%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重下属员工满意度80%以上通过下属员工匿名调查问卷统计其对本经理的管理和指导满意度，80%及以上为满分，每低1%扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重跨部门协作满意度90%以上通过跨部门同事匿名调查问卷统计对其协作配合的满意度，90%及以上为满分，每低1%扣0.5%，最低扣至权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重权重本考核表旨在评估服务业客户服务经理在客户满