The comprehensive assessment or quantification of variations or deviations from predefined service request standards, guidelines, or expectations.

KPI Definition

Total Service Request Deviation" on a KPI sheet in the service industry refers to the comprehensive assessment or quantification of variations or deviations from predefined service request standards, guidelines, or expectations. This metric encompasses a wide range of factors that may affect the handling and resolution of service requests, including response times, resolution times, service quality, and customer satisfaction levels

Business Value

This metric helps business track the percentage of service requests which had any process deviations.