Hi. A quick query on customer complaints KPI calculation.
Currently I produce reports calculating cpmu/cphtu from complaints received against site sales to the retailer.
The retailer we supply has now asked for KPI's to be calculated through their 'till' sales and not our sales to them.
I have worked with various retailers in the past and this is the first time I have been asked to calculate in this format. Although I can see the logic behind this request, there is general feeling of being 'penalised' if the products do not sell/ wasted through store issues (for example - some of the store data I have seen seems to indicate a large proportion of waste due to products going out of date).
What are you views/ anyone else came across this or currently does this?