Customer

Key Performance Indicators (KPIs) for customer service typically include metrics such as:

1. **Customer Satisfaction Score (CSAT)**: Measures overall satisfaction with the support experience.
2. **Net Promoter Score (NPS)**: Indicates how likely customers are to recommend the company to others.
3. **First Contact Resolution (FCR)**: Measures the percentage of customer issues resolved on the first contact.
4. **Average Response Time**: Tracks the time it takes for customer inquiries to receive a response.
5. **Average Handling Time (AHT)**: Measures the average duration of customer interactions.
6. **Customer Retention Rate**: Shows the percentage of customers retained over a specific period.
7. **Service Level Agreement (SLA) Compliance**: Measures adherence to agreed-upon response and resolution times.
8. **Quality Assurance (QA) Score**: Evaluates the quality of interactions based on predefined criteria.
9. **Customer Effort Score (CES)**: Assesses the ease of resolving issues or completing tasks.
10. **Churn Rate**: Indicates the percentage of customers who stop using the service.

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