Are You Tracking the Right KPIs?


KPIS are essential to parameterize the Operations or to monitor the level of satisfaction of your customers.

You can find a lot of KPIs to choose from and all of them will give you precious data to analyze.

However, if you want to take your CX to the next level there are a few ones which could help you to follow that path.

1. NPS

NPS, or Net Promoter Score, is a loyalty metric/KPI used to measure the satisfaction of your customers.

“On a scale of 0-10, how likely are you to recommend [company] to a friend or colleague?”.

This metric will help you to know the % of promoters

Respondents are grouped as follows:

  • Promoters (score 9-10) loyal enthusiasts who will keep buying and refer others.
  • Passives (score 7-8) satisfied but not enthusiastic customers. These customers can be vulnerable to other offers.
  • Detractors (score 0-6) unhappy customers with capability to damage your brand. Growth endangered through negative word-of-mouth.

Once Passives and Detractors are detected, you can go down and try to determine why : is it product related, agent related…


Post call work must be measured and controlled and , ideally, should be kept to a minimum to ensure agent’s time is dedicated to handling customer interaction.

It is strongly related to efficiency.

Ideally, all interactions should be treated with the customer online to minimize the after call time, increase efficiency, reduce costs and thus bring customer experience to a higher level.


Did you know, 15% of callers tend to hang up within 40 seconds, but the average hold time is 56 seconds.

On average, customers will only wait 90 seconds before hanging up, and 24% of callers who hang up won’t ever call back.

And, when you consider that (FCR) First Call Resolution is one of the key metrics and something which delights your customers, this becomes a major issue.

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