According to Zendesk, 75% of consumers are willing to pay more for brands with great experiences, while over 60% of businesses are increasing their investment in CX.
Here are 6 must-track CX KPIs:
NPS (Net Promoter Score) – Measures how likely customers are to recommend your brand.
CSAT (Customer Satisfaction) – Captures satisfaction right after an interaction.
CES (Customer Effort Score) – Evaluates how easy it is for customers to complete a task.
First Response Time – Measures how fast your team replies initially.
Average Resolution Time – Tracks total time needed to resolve an issue.
First Contact Resolution – Percentage of issues solved on the first attempt.
If you can’t measure it, you can’t improve it.
Track speed + quality + effortlessness — the core formula for continuously elevating your customer experience!
Viettel Customer Service is a subsidiary of the Viettel Group, operating in the technology and customer service sector. The company provides a comprehensive ecosystem including services (Contact Center Outsourcing, BPO, Upsale, Customer Experience, Loyalty, Document Processing and Digitization, Warranty & Repair Services) and technology solutions (OmniX, CXBot, KnowX Hub, AI-DMS, vCOC, InsightCI, WorkforceX). Driven by the mission of "Elevating customer experience with innovative technologies," Viettel Customer Service continuously innovates to deliver optimized solutions that help businesses enhance operational efficiency and drive customer satisfaction
Contact Viettel Customer Service today for Customer experience consulting tailored to your business!
Contact Information:
Hotline: 1800 9397 | Email: dvkh@viettel.com.vn
Website Viettel Customer Service | Facebook Viettel Customer Service | Zalo Viettel Customer Service
Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
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