“Min” and “Max” are used to calculate the performance of the KPI. The performance answers the question: “What is theoverallsuccess according to the KPI?” Progress “Baseline” and “Target” are used to calculate the progress. The progress answers the question: “To what extentwas the...
Even if passives aren’t directly represented in the score, a high proportion of passives restricts how high your total NPS can get. And it will likely take less effort to turnsomeone who’s passive about your brand into a promoterthan it would to turn a detractor around. Even a stable ...
We recommend that every NPS survey has follow-up questions, to determine drivers. With that in mind, we'll also walk you through how to calculate driver contribution to the overall score. Key Takeaways Net Promoter is calculated like this: % of Promoters - % of Detractors. ...
To calculate this KPI, send customers a survey asking them to rate their experience on a scale from very easy to very difficult. It’s best to send this survey after direct interactions with your team or engagement with touchpoints like your website or help desk. 6. Ticket volume Ticket...
In this guide, we will cover all relevant aspects related to KPI target setting. We will start with a definition, go through some benefits and tips on how to define them and finish with a list of examples generated with a modern KPI tool. Let’s hit it off with a definition!
Calculate KPIs frequently enough, but not too frequently. We need our KPIs to tell us when the result they’re measuring changes in a relevant way. All changes in performance are subject to the law of natural variation, so just because a KPI shows a difference between one month and the ne...
A KPI also needs to be measurable. This means you should be able to attach numbers to it, such as percentages, quantities, or frequencies. For instance, if your goal is to improve customer satisfaction, a measurable KPI could be to achieve a customer satisfaction score of over 90%. Having...
How to Make KPI Reports Engaging for Clients – According to Experts There’s little use in a report if your client doesn’t find it useful or doesn’t see the value of your work. Here’s how to make your reports impactful: 1. White-Label Your Reports ...
However, we have to consider our original challenge. Availability, completed orders… These simple concepts mean different things to different people. The other challenge is in capturing the nuances and complexities of your operation. For example, how do you calculate the ‘On Time’ metric for an...
Learn about the 4 CSAT metrics that matter the most to improving your customer experience! Download our free template to start capturing these metrics.