The percentage of service request where there was a either a mobile number deviaton or an SDP deviation

KPI Definition

Service Deviation Parameter is a key performance indicator (KPI) employed within the service industry to quantify the extent to which service delivery processes or outcomes deviate from established standards, guidelines, or expectations. It encompasses various factors such as response times, resolution times, service quality, customer satisfaction levels, and adherence to service level agreements

Business Value

This metric is used by a business to track the deviation in the attended on and opened date