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KPIs like this don't mean good decisions are being made. We conceded a resolution recently because the LO, having required out file within 7 days then set a deadline of three months to look at it, didn't, got chased by the client, didn't read the file properly, agreed "facts" with the client that were wrong and then came to us to agree a resolution based on those errors. We pointed out they were wrong, and clearly hadn't read the file or our letter explaining the complaint to them or the letters sent to the client. It wasn't worth the time or effort directing them to every time we'd given the information, they'd talked themselves into a corner and were running up against their self-imposed deadline so we didn't bother, so that's a tick in their KPI box. I used to the think the LO was inefficient and expensive but on balance competent. I don't any more.