Jewellery & Luxury Goods

SMART KPIs: JEWELLERY & LUXURY GOODS

Strategic Insights

► Deep product knowledge, combined with customer & seasonal awareness, is crucial for delivering effective & personalized service.

FCR

(First Call Resolution)

Strategic Impact
Faster resolution of luxury service requests, improved customer experience

Industry Standard
80%-90%

AHT

(Average Handling Time)

Strategic Impact
Personalized engagement while maintaining efficiency

Industry Standard
8-12 minutes per interaction

Conversion Rate

(Inquiry to Sale)

Strategic Impact
Increased high-value transactions & premium upsells

Industry Standard

NPS

(Net Promoter Score)

Strategic Impact
Stronger brand loyalty & word-of-mouth referrals

Industry Standard
Above 60 (Positive Score in Luxury Segment)

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher trust in the brand & customer advocacy

Industry Standard
90%+ satisfaction score

Service

Level & Call Abandonment

Strategic Impact
Faster response times, premium support for VIP customers

Industry Standard
90/10 Rule (90% of calls answered within 10 sec), Abandonment < 3%

Order Fulfilment

& Delivery Accuracy

Strategic Impact
Enhanced logistics, fewer disputes, brand credibility

Industry Standard
99%+ accurate & on-time delivery

Customization

& Repair TAT

Strategic Impact
Timely delivery of personalized luxury goods

Industry Standard
Completion within 7-14 business days

Return

& Exchange TAT

Strategic Impact
Lower churn, increased lifetime patient value

Industry Standard
Below 5% monthly churn

Digital Engagement

& Self-Service

Strategic Impact
Cost savings through automation, enhanced omnichannel support

Industry Standard
50%-60% of queries handled via digital channels