Short Answer
After-sales measurement needs speed, resolution quality, discipline and customer trust metrics such as response time, first-time fix, MTTR, repeat failure, on-time visits and approved closure.
Response speed
Measure from ticket creation to useful first response by severity.
Resolution quality
Track first-time fix, MTTR, repeat failure and customer-approved closure.
Operational discipline
Measure on-time visits, reports, spares and escalation.
Trust and value
Track satisfaction, maintenance agreements, spares and upgrades without pressure selling.
Frequently Asked Questions
Who owns follow-up?
A named process owner with periodic management review.
What proves success?
Documented improvement in outcomes, not activity completion alone.
When should the plan be reviewed?
Monthly at first, then by criticality, change and results.
Next Step
Share anonymized service-ticket and downtime data with SAKKARY MACHINERY to define an after-sales KPI baseline.
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