Following the key figure is important in customer service and maintenance operations for several reasons:

1. Customer satisfaction: It gives an indication of how often tenants and users of the property experience problems or repairs that need to be addressed. By paying attention, you can increase customer satisfaction through faster response, better service or preventive maintenance.

2. Preventive maintenance: By following reported customer care issues, property management can identify patterns of recurring problems. This can help focus on preventative maintenance to reduce the number of repairs and breakdowns.

3. Resource allocation: It provides insights into how to allocate personnel and resources within both customer service and maintenance operations. If certain properties or areas have a high frequency of reported customer care issues, they may require more attention and resources.

4. Planning: It provides a basis for planning and budgeting for maintenance measures and repairs. By anticipating needs based on historical reported customer care cases, you can effectively plan and prioritize resources.

In summary, the key figure provides valuable information to ensure efficient and cost-effective customer service and maintenance operations as well as to maintain customer satisfaction and property value.