KPIs

Key Performance Indicators (KPIs)

To ensure service quality and continuous improvement, we track the following performance indicators:

1. Turnaround Time

•   Average time to respond and resolve client queries.
•   Target: First response within 1 business day, resolution within 3 days.

2. Query Resolution Rate

•   Percentage of queries resolved without escalation.
•   Target: 85%+ resolution rate.

3. Client Satisfaction (CSAT)

•   Feedback score collected monthly from clients (1-5 scale).

4. Helpdesk Utilization

•   Number of queries per client per month to track engagement.

5. Compliance Implementation Score

•   Percentage of compliance recommendations implemented by clients.

6. Document Turnaround Time

•   Time taken to draft/review legal documents and contracts.

7. Risk Reduction Outcome

•   Legal risks mitigated, fines avoided, and compliance improvements.

8. Client Retention Rate

•   Percentage of clients renewing services or upgrading packages.