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Establishing a key performance indicator

Establishing a key performance indicator: Customer Service Leadership
Establishing a key performance indicator: Customer Service Leadership

Explore the advantages and disadvantages of three high-level measures: customer satisfaction (CSAT), net promoter score (NPS), and customer effort score. Discuss how to choose an overall measure that's best for your organization, and how to avoid common pitfalls when using a key performance indicator.

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Skill Level Advanced
1h 12m
Duration
24,156
Views
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Skills covered in this course
Business Business Skills

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