Что измеряется с помощью csl
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Что измеряется с помощью csl

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Как рассчитать взвешенную оценку уровня удовлетворенности?

Взвешенная оценка рассчитывается, как произведение веса и результата оценки. Итоговая взвешенная оценка равна сумме взвешенных оценок всех показателей.

Как рассчитывается уровень удовлетворенности?

Наиболее распространенный способ — индекс потребительской удовлетворенности (ИПУ). Он рассчитывается на основе оценок общей удовлетворенности по 6-разрядной шкале, начиная с крайне недовольных и заканчивая полностью довольными клиентами.

Как рассчитывается показатель CSI?

Теперь рассчитаем индекс удовлетворённости клиентов для каждого параметра по формуле: CSI = Важность * Оценка * 100%. В результате получатся следующие данные: Качество продукта или услуги = 72% Компетентность персонала = 90%

В чем разница между NPS и CSI?

NPS – индекс потребительской лояльности, отражающий готовность рекомендовать компанию другим клиентам; CSI – индекс удовлетворенности клиентов.

Как измерить удовлетворенность пользователей?

Существует несколько способов анализа удовлетворенности пользователей. Может казаться, что методология опроса не имеет большого значения, но от того, как именно вы задаете вопрос, зависит то, какой вы получите ответ.Customer Satisfaction Score (CSAT) . Customer Effort Score (CES) . Net Promoter Score (NPS)Feb 8, 2019

Как оценить уровень удовлетворенности сотрудников?

Удовлетворенность персонала — это показатель того, насколько сотрудники довольны своей работой. Обычно она измеряется с помощью опроса, который затрагивает вопросы компенсаций, безопасности, рабочей нагрузки, восприятия менеджмента, совместной работы и др.

В чем измеряется CSI?

CSI (Customer Satisfaction Index) — это показатель, с помощью которого измеряют удовлетворенность клиентов товарами, услугами, обслуживанием и компанией в целом.

Как оценить удовлетворенность клиентов?

Наиболее известной методикой измерения удовлетворенности является CSI (Customer Satisfaction Index). В основе методики лежит выяснение с помощью опроса клиентов уровня их удовлетворенности продуктом, услугой, брендом или компанией. На основе полученных данных рассчитывается индекс удовлетворенности.

Как измерить уровень удовлетворенности персонала?

Удовлетворенность персонала — это показатель того, насколько сотрудники довольны своей работой. Обычно она измеряется с помощью опроса, который затрагивает вопросы компенсаций, безопасности, рабочей нагрузки, восприятия менеджмента, совместной работы и др.

Что измеряется с помощью CSL?

(Customer Satisfaction Index) Индекс позволяет оценить уровень удовлетворённости клиентов после взаимодействия с компанией.

Какой уровень NPS считается хорошим?

Традиционно NPS выше 30% можно считать хорошим, более 50% — отличным, а более 75% — великолепным.

Cycle Service Level Versus Fill Rate Service Level – Part Two

  • Fill

Last post, I discussed in some detail the concept of cycle service level and how it works in the retail or a B2C environment. This week, let me take up the case of a business in a B2B environment. Typically, in a B2B environment, the orders are placed in bulk over the phone or the web. The customer typically is another business requiring large amounts of products to feed into their production process. An order is also usually made of multiple line items where the customer asks for multiple products on the same order.

Very often in a B2B environment, there is also a qualification process for the supplier to go through before they can sell the product to the customer. The qualification can be quality and volume related. There is also the idea of a business relationship where the two companies have done business with each other for a long time. There is often room for some negotiation when the order arrives because of pre-existing business relationships. For example, it might be possible to negotiate a later delivery date or split the delivery into two parts, with the first part delivered fairly quickly to keep the customer going and the second part delivered a few days later.

In these cases, the appropriate way of measuring the service level could be based on the idea of fill rate. Fill rate can be defined as: the percent of demand that was fulfilled or straight out of inventory when the customer wanted it. Thus if the customer wanted 1000 units, and the business was able to deliver 800 units immediately, that would be an 80% fill rate. (By contrast, the cycle service level would be 0% on account of the resulting stock out). Variants of these methods include calculating the fill rate based on order line item, quantities, etc.

Businesses that resemble what I have described above should consider using a fill rate based safety stock formula. Similar to the cycle service level formula, this also takes into account demand and lead time variability, but it also incorporates other factors such as lot sizes.

Let us now think back to the example of the retailer described in part one. On all 30 days when the stock out happened, some customer demand was satisfied. In the fill rate method, the service level calculation would give credit for that portion of the demand. However, the cycle service level method would go only by the stock outs and therefore give a 0% score on those days. In most B2B environments, this might be a very severe metric.

In summary, let me describe some general suggestions on when to use which service level. As always, these are very basic rules of thumb and not to replace detailed analysis of your specific data. Also, one rule seldom applies to the entire business. Segmentation of data and using appropriate rules for specific segments is recommended.

  • In the absence of continuous review of inventory: Cycle Service Level
  • Continuous review + Steady demand items: Fill Rate Service Level
  • Continuous review + unsteady or bulky or intermittent demand: Cycle Service Level

Have you experimented with the cycle and the fill rate service level calculations in your business? If so, I am interested in hearing from you.

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How to define Customer Service Level

Customer service level (CSL) is the most important driver of the inventory systems. It is considered as a target of the business model. Actually, it is a result of the business model.

Then, how to extract it from the business model? We need to identify two parameters; Inventory holding cost (h) and backorder (or lost sales) cost (b).

The first one is relatively easy to predict. It is the opportunity cost of our investment to the product. In other words, if we invest the money rather than buy/produce the product, the bank provides us interest.

How to calculate this inventory holding cost? Simply, with multiplying the cost of the product (c) by the rate of return (r). So that, we reach to (h), which is per period.

If the company has a rate of return, we can use it for calculating (h). If not, we can use average interest rate in the market.

What happens if the lead-time is longer than one planning period? Let’s say the period is one week, and the lead-time is 8 weeks. Shall we consider just one week’s inventory holding cost? No…

Let me try to explain the reason. Suppose that, we keep one additional piece more than the average requirement. If we decide to eliminate this extra one, we can decrease one piece from our next order, which will arrive after a lead-time duration. So, for the inventory holding calculations, we need to consider the lead-time period (T). Then, the final version of the inventory holding cost is (hT).

If we have the physical storage cost which is paid periodically, it can be added to (h).

Second one is the back-order (or lost-sales) cost. It is more complex. It is the opportunity cost of the demand we can’t cover.

Most commonly-used options are as below;

1) Profit margin. (Most common one)

2) The penalty cost in the supply agreement.

3) Overhead and direct labor costs.

4) Undesired costs like overtime or premium freight.

The back-order cost can be either one or a combination of those options. (Or more. ) It should be analysed together by the operation and finance teams, to extract the essence of backorder (b).

So, how to reach CSL with use of these opportunity cost items? Without getting lost in details, we can provide a simple formula.

As I said at the beginning, CSL is the main driver of the inventory system. It is used in Optimization of Production Order and also in Optimization of Inventory.

In fact, CSL is the core of Unified Supply Model. You may look at more details on these links.

What is Customer Service Level? How to define it?

The customer service level (CSL) of a company is the overall level of responsiveness and care that its customers receive. This will vary based on the individuals and the services you offer. For example, if your company gives financial advice, then you will probably want to project a higher level of care than if you sell cosmetics.

That being said, the ideal CSL of any company is one that is consistently available, helpful, and respectful. It is also one that has clearly set expectations and expectations are kept. This will make sure that you are consistently providing the level of care that you are aiming for.

What is customer service level?

Customer service level is also important for building loyalty among your customers. This is because a company that is consistently available and helpful is more likely to retain customers than one that is not.

The more customers you retain, the more business you will bring in. This will also help you reduce your operating expenses. With a low customer service level, you will likely have to spend more money to keep your customers happy.

In a worst case scenario, customers can become so frustrated that they decide to leave your company for another. Consider this when developing your customer service level strategy.

Customer service level is the overall level of responsiveness, care, and helpfulness that you show your customers. This can be broken down into several categories, including:

How to define customer service level?

The customer service level is a target in a business model. It’s the result of the inventory holding cost (h) and the backorder (b) or lost sales. The first one is the opportunity cost of investment in the product.

You get the inventory holding cost by multiplying the cost of the product (c) by the rate of return (r), that gets the period (h).

The second one is the opportunity cost of the demand the company can’t cover. It must consider profit margin, penalty and cost in the negotiation, direct labor costs and unexpected costs. But you need to consider how long is the lead time (T) for the period you are holding inventory.

So, the general formula for CSL is

CSL = b/(b+hT)

What are the customer service expectations?

Customer service expectations are how you set the bar for how your customers should receive their products and services. This have seven different categories, including:

What are the responsibilities?

Customer service responsibilities are how you show that you are meeting your customer service expectations. These include:

– Responding promptly to emails

– Giving accurate information

– Ensuring that all orders are accurate

– Satisfying customers with the quality of work


Customer service level is an important factor to consider when establishing your customer service strategy. It will help you to build loyalty among your customers by showing them that you are available when they need you. This will help to keep them as customers and reduce your operating expenses. Setting expectations and meeting them will also enable you to retain them as customers.

Carol Gameleira

Graduated in Public Relations and post graduated in Marketing by ESPM, Carol possess 7 years of experience in the area of Comunications and Digital Marketing, acting in the Artificial Inteligence and Supply Chain realm since 2020.

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