Скачать или смотреть CX Metrics and KPIs Explained

Customer experience (Cx) metrics and key performance indicators (KPIs) are essential tools for evaluating how well a business meets customer expectations and enhances satisfaction. Cx metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), provide insights into customer perceptions and behaviors. KPIs, on the other hand, track specific performance targets, like response times and resolution rates. Together, these metrics help organizations identify areas for improvement, tailor their strategies, and ultimately foster stronger customer relationships, leading to increased loyalty and revenue.

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