I am wondering if anyone knows what is "World Class" when it comes to customer complaints? As an example, is there a number that says you are 'world class' if you achieve a number less than xx% (rate of return).

We use a metric of kgs shipment vs. kgs received back from our customers. Currently, our rate of return is 3%. With that said, are we considered 'world class?' We certainly are working hard to resolve all customer concerns but was just wondering if there was a number to gage ourselves by.

Thanks, ST