Sales renewal rate
I go back to Tesco because of good service or products
NO. of queries or complaints about your product or service
I took a product back to a shop because it had been used.
No. of complaints about your employees
I complained about a bus driver that was rude and kept on stalling the bus
NO. of damaged or faulty goods returned
I took a pair of shoes back to a store because one of them had a hole in it.
Average order-fulfilment times
When a friend ordered products from Tesco, the lorry got the wrong address and took very long.
No. of contacts with a customer each month
I keep going back to a store which has poor customer service to see if there had been a change.
Volume of marketing material sent out and responses generated
If I like a product very much, I buy this product a lot.
Time taken from order to delivery
I waited a long time for my food at a restaurant.