5-Year Trend Analysis & Performance Metrics
Significant Progress: From 2021 to 2024, complaint closure time improved by 57 days (41% reduction), demonstrating excellent process optimization. The current performance is consistently better than the 90-day internal target.
2025 Performance: The 4-day increase to 86 days represents a 4.9% deterioration from the prior year but remains well within the target and is explained by documented operational challenges.
The 41% reduction in closure time from 2021-2024 demonstrates effective process optimization. Performance has remained consistently better than the 90-day target.
2025 performance at 86 days remains strong despite operational challenges. The 4-day increase is manageable and likely temporary.
Providing customers a response in 50 days, well before the final 86-day closure, is a key process strength. This ensures customer satisfaction by delivering a timely initial resolution.
Short-term: Monitor Q3-Q4 performance - closure time. Long-term: Consider adjusting the internal target from 90 to 80 days to reflect the new, improved process capability. Customer Focus: Maintain the strong 50-day customer response time.
5-Year Trend Analysis & Performance Metrics
The 41% reduction in closure time from 2021-2024 demonstrates effective process optimization. Performance has remained consistently better than the 90-day target.
2025 performance at 86 days remains strong despite operational challenges. The 4-day increase is manageable and likely temporary.
Providing customers a response in 50 days, well before the final 86-day closure, is a key process strength. This ensures customer satisfaction by delivering a timely initial resolution.
Short-term: Monitor Q3-Q4 performance - closure time. Long-term: Consider adjusting the internal target from 90 to 80 days to reflect the new, improved process capability. Customer Focus: Maintain the strong 50-day customer response time.