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Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and CustomerEffort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. I think another challenge is capturing and quantifying the impact of customeremotion.
KPIs help businesses understand how well they are meeting customer expectations. Some common KPIs include: Average time to resolve customer issues First contact resolution rate Customereffort score These metrics provide valuable insights to guide improvements in customer experience engineering.
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