In service-driven industries, customer satisfaction is often discussed—but rarely measured in a way that reflects the full operational reality behind it.

At Wittenbach, we believe performance should be transparent, measurable, and tied directly to the outcomes our customers experience every day. That belief led us to develop an internal customer satisfaction measurement framework built directly into our operational systems.

The result is a company-wide performance metric that tracks the key factors that matter most to customers—and ensures every team across the organization is aligned around delivering consistent, reliable service.

After 18 months of continuous tracking, Wittenbach’s internal satisfaction metric has reached 91.26%, reflecting performance across approximately 5,500 service calls or customer interactions monthly.

Customer satisfaction is measured through a KPI-based system embedded in our ERP platform.

A Data-Driven Approach to Customer Satisfaction

Rather than relying solely on surveys or subjective feedback, Wittenbach’s system evaluates operational performance using five measurable Key Performance Indicators (KPIs) that directly impact customer experience.

These metrics are captured and monitored through Wittenbach’s internal ERP-based operational platform, which tracks service activity, installation performance, and engineering responsiveness across the organization.

Together, these KPIs provide a clear, data-backed view of how effectively we are supporting our customers.

First Call Resolution Rate

This KPI measures the percentage of service requests resolved during the initial on-site visit. Resolving issues on the first visit minimizes disruption, reduces downtime, and eliminates the need for additional service calls. High first-call resolution reflects both technician expertise and effective preparation before arriving onsite.

High Priority Call Response Time

For critical service needs, speed matters.

This metric measures the percentage of high-priority service calls responded to within the required service level agreement (SLA). Meeting this standard ensures urgent customer needs are addressed quickly and consistently.

Restore Time

Restore time measures the total elapsed time from when a customer opens a service order until the issue is fully resolved and closed.

This KPI reflects the complete lifecycle of service delivery—from dispatch through resolution—and highlights our focus on minimizing operational disruption for our customers.

Return Trips on Installations

A successful installation should be completed correctly the first time.

This metric tracks the number of unplanned site visits required after the initial installation due to configuration issues, incomplete work, or other correctable factors. Monitoring return trips helps drive installation quality and continuous improvement across teams.

Engineer Proposal Completion Time

Customers rely on timely and accurate proposals to move projects forward.

This KPI measures the average time required for our engineering and proposal team to complete and submit customer proposals following a site survey or request, ensuring that project timelines remain on track.

A Company-Wide Commitment

What makes this KPI system powerful is that it is accepted and supported across the entire organization.

From engineers to technicians to the boardroom, every team understands the metrics being measured and the role they play in achieving them. The ERP-driven framework allows Wittenbach to monitor performance consistently while reinforcing accountability and continuous improvement.

With approximately 5,500 monthly service events, the system provides meaningful insight into real operational performance.

Turning Data into Better Customer Outcomes

For customers, the impact is straightforward: faster response times, fewer repeat visits, quicker problem resolution, and more predictable project timelines.

These operational improvements create a stable and trustworthy environment that supports a consistent, high-quality service experience and strong long-term partnerships.

At Wittenbach, customer satisfaction isn’t viewed as a marketing claim—it’s an operational result supported by measurable performance.

And as our internal systems continue to evolve, these metrics will remain a central part of how we ensure our customers receive the consistent, dependable service they expect.