Key Performance Indicators

Overall First Response Time - First response time is one of the most important metrics for departmental efficiency and customer satisfaction.

• Measured in hours by how long it takes an Associate to send the first response to a customer service request.

• Expectation: Respond to all cases within 8 hours.

High Priority First Response Time - High Priority First Response times are typically cases that can be quickly resolved for an existing customer and/or is negatively affecting the customer experience. You can find the high-priority Case Types and Dependent Case Reasons here.

• Measured in hours by how long it takes an Associate to send the first response to a customer service request for High Priority Case Types and Reasons.

• Expectation: Respond to all high priority case types within 8 hours.

Time to Resolution - Time to Resolution matters because your time is valuable to you, and your customer’s time is valuable to them. A customer who asks a question and gets a good answer back within a few hours will almost always be more satisfied with the interaction than if they get the exact same answer a few days later.

• Measured in Hours measuring the average amount of time between when a customer interaction is created and when that interaction is marked as “Closed” and no other interaction is required.

• Expectation: Resolve all case types within 24 hours (including reopens)

Reopen Rates - Number of Reopens measures how many times the customer responded on any given case.

• Expectation: Average 2 or less reopens per case type and average 3 or less reopens for refund request reasons.

Service Recovery - Refund Saves - Measured based on the percent of members a Customer Service Associate pr Account Manager gets to agree to an alternative resolution instead of a refund or a prorated refund instead of a full refund. See our Escalation Policy to learn more.

• Expectation: Average at least 50 % acceptance rate for any service recovery oferrings.

Call Completion Rate - This measures how many scheduled calls are completed. It's important for retention, customer satisfaction, and overall wait times, that calls are completed as scheduled.

Free Trial Early Conversion - This measures how many customers who decide to conclude their Free Trial during an Onboarding Call. This positively impacts revenue and ensures the customer has the service that best meets their AdvisoryCloud needs.

Annual Upgrade - This measures the number of monthly members who upgrade to the annual membership during an Onboarding Call. This is typically accomplished by recommending more advisory boards than the advisor is eligible to join.

Advisory Board Adoption % - Joining an Advisory Board is one of the main reasons Advisors come to AdvisoryCloud. Your ability to successfully match an Advisor with an Advisory Board they are interested in enough to join on the call is paramount to their success and customer retention.

Post-Call Survey Score - All Advisors who complete an Onboarding Call receive a survey 24 hours after their profile has been delivered asking them for feedback on their experience. This KPI is important to help us measure the effectiveness and success of the Onboarding Call. This feedback also helps to make ongoing improvements to the Customer Experience.

4+ Positive Reviews - All Advisors who complete an Onboarding Call will receive a survey and if scored 8 or above, will be encouraged to write a public positive review. Advisors who conclude their Free Trial during the call (Early conversion) or members who upgrade early, should receive an email from the Onboader with a link encouraging the Advisor to post a positive review.

Service Recovery Saves (Downgrades)- For Advisors who accept a complimentary Onboarding Call in lieu of canceling will be offered to stay on as a member at a promotional rate. The goal for these calls is to keep the member and encourage them to rescind their cancellation by showing the value of their membership during the call.