{"id":256843,"date":"2025-09-01T14:45:54","date_gmt":"2025-09-01T21:45:54","guid":{"rendered":"https:\/\/messengerbot.app\/essential-customer-support-kpis-key-metrics-examples-and-best-practices-for-measuring-customer-satisfaction\/"},"modified":"2025-09-01T14:45:54","modified_gmt":"2025-09-01T21:45:54","slug":"%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e6%b8%ac%e5%ae%9a%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%80%81%e4%b8%bb%e8%a6%81%e3%81%aa","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/essential-customer-support-kpis-key-metrics-examples-and-best-practices-for-measuring-customer-satisfaction\/","title":{"rendered":"\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u3001\u4f8b\u3001\u304a\u3088\u3073\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\uff1a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u91cd\u8981\u306aKPI"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/essential-customer-support-kpis-key-metrics-examples-and-best-practices-for-measuring-customer-satisfaction\/\" data-essbisposttitle=\"Essential Customer Support KPIs: Key Metrics, Examples, and Best Practices for Measuring Customer Satisfaction\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li>\u7406\u89e3\u3059\u308b\u3053\u3068 <strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI<\/strong> \u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/li>\n<li>\u91cd\u8981\u306a\u6307\u6a19\u3068\u3057\u3066 <strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong> \u3084 <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u306f\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li>\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u3067 <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/strong> \u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8ffd\u8de1\u3092\u52b9\u7387\u5316\u3057\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u610f\u601d\u6c7a\u5b9a\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002<\/li>\n<li>\u9ad8\u5ea6\u306a\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306f\u3001 <strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/strong> \u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u91cd\u8981\u306aKPI\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u76e3\u8996\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/li>\n<li>\u306b\u96c6\u4e2d\u3057\u3066\u304f\u3060\u3055\u3044 <strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong> \u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u3092\u4e88\u6e2c\u3059\u308b\u305f\u3081\u3002<\/li>\n<\/ul>\n<\/div>\n<p>\u4eca\u65e5\u306e\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u74b0\u5883\u3067\u306f\u3001\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 <strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u696d\u52d9\u3092\u52b9\u7387\u5316\u3059\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u7d44\u7e54\u306b\u3068\u3063\u3066\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u5b9a\u7fa9\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u6398\u308a\u4e0b\u3052\u3001 <a href=\"\/ja\/what-are-the-kpis-for-customer-support\/\">\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19 (KPI)<\/a> \u3059\u3079\u3066\u306e\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u76e3\u8996\u3059\u3079\u304d\u6307\u6a19\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u91cd\u8981\u306a\u6307\u6a19\u304b\u3089\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5c02\u7528\u306e5\u3064\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u307e\u3067\u3001\u5305\u62ec\u7684\u306a\u6982\u8981\u3092\u63d0\u4f9b\u3057\u3001 <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b<\/strong> \u3068\u5b9f\u7528\u7684\u306a <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/strong> \u52b9\u679c\u7684\u306a\u6e2c\u5b9a\u306e\u305f\u3081\u306e\u65b9\u6cd5\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002\u3055\u3089\u306b\u3001 <strong>KPI\u306e4P<\/strong> \u3068\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308b\u305d\u306e\u9069\u7528\u306b\u3064\u3044\u3066\u3082\u8b70\u8ad6\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u8ffd\u8de1\u3057\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u6280\u8853\u30b5\u30dd\u30fc\u30c8\u306b\u3044\u308b\u5834\u5408\u3067\u3082\u3001\u9867\u5ba2\u30b1\u30a2\u30c1\u30fc\u30e0\u3092\u7ba1\u7406\u3057\u3066\u3044\u308b\u5834\u5408\u3067\u3082\u3001\u3053\u306e\u30ac\u30a4\u30c9\u306f\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u5411\u4e0a\u3055\u305b\u3001\u610f\u5473\u306e\u3042\u308b\u7d50\u679c\u3092\u751f\u307f\u51fa\u3059\u305f\u3081\u306b\u5fc5\u8981\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h2>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306eKPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7406\u89e3<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u305f\u3081\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u4f01\u696d\u304c\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u5f97\u3066\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u91cd\u8981\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u3092\u4ee5\u4e0b\u306b\u793a\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u7814\u7a76\u6240\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c20%\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u542b\u307f\u307e\u3059\u3002AHT\u306e\u6700\u9069\u5316\u306f\u52b9\u7387\u6027\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u304c\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u640d\u306a\u3063\u3066\u306f\u3044\u3051\u307e\u305b\u3093\u3002\u56fd\u969b\u30ab\u30b9\u30bf\u30de\u30fc\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308c\u3070\u3001AHT\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u304c\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u306e\u9375\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u3001\u901a\u5e38\u306f\u3084\u308a\u53d6\u308a\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002CSAT\u30b9\u30b3\u30a2\u304c80%\u3092\u8d85\u3048\u308b\u3068\u3001\u4e00\u822c\u7684\u306b\u512a\u308c\u305f\u3068\u898b\u306a\u3055\u308c\u307e\u3059\u3002Zendesk\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u7dad\u6301\u7387\u304c\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: NPS\u306f\u3001\u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u5f37\u3044\u9867\u5ba2\u306e\u652f\u6301\u3092\u793a\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u306e\u4e88\u6e2c\u56e0\u5b50\u3068\u306a\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30d9\u30a4\u30f3\u30fb\u30a2\u30f3\u30c9\u30fb\u30ab\u30f3\u30d1\u30cb\u30fc\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u7af6\u5408\u4ed6\u793e\u306e2\u500d\u4ee5\u4e0a\u306e\u6210\u9577\u7387\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: CES\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u3084\u308a\u53d6\u308a\u4e2d\u306e\u9867\u5ba2\u4f53\u9a13\u306e\u5bb9\u6613\u3055\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u4f4e\u3044\u52aa\u529b\u30b9\u30b3\u30a2\u306f\u3001\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u7c21\u5358\u3060\u3068\u611f\u3058\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3057\u3066\u304a\u308a\u3001\u3053\u308c\u306f\u9ad8\u3044\u7dad\u6301\u7387\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002CEB\u306e\u7814\u7a76\u3067\u306f\u3001\u9867\u5ba2\u306e\u52aa\u529b\u3092\u6e1b\u3089\u3059\u3053\u3068\u3067\u5fe0\u8aa0\u5fc3\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3053\u3068\u304c\u308f\u304b\u308a\u307e\u3057\u305f\u3002<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0<\/strong>: \u3053\u306eKPI\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u306b\u53d7\u3051\u53d6\u3063\u305f\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u306e\u6570\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u304c\u5fc5\u8981\u306a\u30c8\u30ec\u30f3\u30c9\u3084\u6f5c\u5728\u7684\u306a\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u30cb\u30fc\u30ba\u3084\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u306b\u3064\u3044\u3066\u3082\u60c5\u5831\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5fdc\u7b54\u6642\u9593<\/strong>: \u3053\u308c\u306f\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u9867\u5ba2\u6e80\u8db3\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001\u7814\u7a76\u306b\u3088\u308c\u3070\u3001\u9867\u5ba2\u306f\u7dca\u6025\u306e\u554f\u984c\u306b\u5bfe\u3057\u30661\u6642\u9593\u4ee5\u5185\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u3088\u308a\u9ad8\u3044\u30ec\u30d9\u30eb\u306e\u30b5\u30dd\u30fc\u30c8\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u5fc5\u8981\u306a\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u9ad8\u3044\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u306f\u3001\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3\u30b9\u30bf\u30c3\u30d5\u306e\u8ffd\u52a0\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3084\u30ea\u30bd\u30fc\u30b9\u304c\u5fc5\u8981\u3067\u3042\u308b\u3053\u3068\u3092\u793a\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u3068\u9867\u5ba2\u4f53\u9a13\u306e\u5411\u4e0a\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306a\u308b\u6d1e\u5bdf\u306b\u3064\u3044\u3066\u306f\u3001 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u5354\u4f1a<\/a>}\u306e\u30ea\u30bd\u30fc\u30b9\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u3053\u308c\u306f\u3001\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u306b\u95a2\u3059\u308b\u5305\u62ec\u7684\u306a\u30c7\u30fc\u30bf\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u30d3\u30b8\u30cd\u30b9\u306b\u304a\u3051\u308b\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u7406\u89e3\u3057\u5b9f\u88c5\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u3088\u3046\u3068\u3059\u308b\u3059\u3079\u3066\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u3069\u308c\u307b\u3069\u826f\u3044\u304b\u3092\u660e\u78ba\u306b\u793a\u3059\u3060\u3051\u3067\u306a\u304f\u3001\u6ce8\u610f\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u5f37\u8abf\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u30d3\u30b8\u30cd\u30b9\u306f:<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a<\/strong>: CSAT\u3084NPS\u306a\u3069\u306eKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u304c\u6700\u3082\u91cd\u8996\u3059\u308b\u3082\u306e\u3092\u7279\u5b9a\u3067\u304d\u3001\u30d3\u30b8\u30cd\u30b9\u306f\u305d\u308c\u306b\u5fdc\u3058\u3066\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u8abf\u6574\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u904b\u7528\u52b9\u7387\u306e\u5411\u4e0a<\/strong>: AHT\u3084FCR\u306a\u3069\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u306e\u975e\u52b9\u7387\u3092\u660e\u3089\u304b\u306b\u3057\u3001\u30c1\u30fc\u30e0\u304c\u696d\u52d9\u3092\u5408\u7406\u5316\u3057\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b<\/strong>: \u660e\u78ba\u306aKPI\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u3092\u52d5\u6a5f\u4ed8\u3051\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u5353\u8d8a\u3057\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u6226\u7565\u7684\u610f\u601d\u6c7a\u5b9a\u3092\u901a\u77e5\u3059\u308b<\/strong>: \u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u88fd\u54c1\u958b\u767a\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6226\u7565\u3001\u5168\u4f53\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u306e\u65b9\u5411\u6027\u3092\u5c0e\u304f\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u6700\u7d42\u7684\u306b\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306f\u3001\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u3092\u512a\u5148\u3059\u308b\u9867\u5ba2\u4e2d\u5fc3\u306e\u7d44\u7e54\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u5b9f\u65bd\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u306e\u8a73\u7d30\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/\">\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/customer-support-kpis-370778.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u6307\u6a19\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u52b9\u7387\u6027\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4e21\u65b9\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u91cd\u8981\u306a\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u3053\u306b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u91cd\u8981\u306a\u6307\u6a19\u304c\u3042\u308a\u307e\u3059:<\/p>\n<ol>\n<li><strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u7814\u7a76\u6240<\/a>, FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u6700\u592730%\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u5fdc\u7b54\u6642\u9593 (ART)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u3058\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u3001\u4eca\u65e5\u306e\u901f\u3044\u30da\u30fc\u30b9\u306e\u74b0\u5883\u306b\u304a\u3044\u3066\u91cd\u8981\u3067\u3042\u308a\u3001\u4f01\u696d\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u30b3\u30df\u30c3\u30c8\u30e1\u30f3\u30c8\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.hubspot.com\" target=\"_blank\" rel=\"noopener\">HubSpot<\/a> \u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u300190%\u306e\u9867\u5ba2\u304c\u5373\u6642\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u304a\u308a\u3001\u3053\u306e\u6307\u6a19\u306f\u9867\u5ba2\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u6b21\u306e\u554f\u984c\u56de\u907f (NIA)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u306e\u554f\u984c\u306e\u6839\u672c\u539f\u56e0\u306b\u5bfe\u51e6\u3059\u308b\u3053\u3068\u3067\u5c06\u6765\u306e\u554f\u984c\u3092\u9632\u3050\u80fd\u529b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u5171\u901a\u306e\u75db\u70b9\u3092\u7279\u5b9a\u3057\u3001\u5168\u4f53\u7684\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u65bd\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/www.mckinsey.com\" target=\"_blank\" rel=\"noopener\">\u30de\u30c3\u30ad\u30f3\u30bc\u30fc<\/a> \u306e\u5831\u544a\u66f8\u306f\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u304c\u518d\u767a\u547c\u3073\u51fa\u3057\u3092\u6700\u592720%\u524a\u6e1b\u3067\u304d\u308b\u3053\u3068\u3092\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u542b\u307f\u307e\u3059\u3002\u77ed\u3044\u51e6\u7406\u6642\u9593\u306f\u52b9\u7387\u3092\u793a\u3059\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u901f\u5ea6\u3068\u54c1\u8cea\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>, AHT\u3092\u6700\u9069\u5316\u3057\u306a\u304c\u3089\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u57fa\u6e96\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u304c\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306a\u308b\u6d1e\u5bdf\u3092\u5f97\u308b\u305f\u3081\u306b\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a>, \u5fdc\u7b54\u3092\u81ea\u52d5\u5316\u3057\u3001\u5fdc\u7b54\u6642\u9593\u3092\u6539\u5584\u3059\u308b\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3092\u691c\u8a0e\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u6700\u7d42\u7684\u306b\u306f\u3001\u5168\u4f53\u7684\u306a\u6307\u6a19\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306b\u3088\u308b\u52b9\u679c\u7684\u306a\u6e2c\u5b9a<\/h3>\n<p>\u4f5c\u6210\u3059\u308b\u3053\u3068\u306f <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/strong> \u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8ffd\u8de1\u3057\u5206\u6790\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u69cb\u9020\u5316\u3055\u308c\u305f\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4e3b\u8981\u306a\u6307\u6a19\u3092\u4e00\u8cab\u3057\u3066\u76e3\u8996\u3057\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u59cb\u3081\u308b\u305f\u3081\u306e\u30b7\u30f3\u30d7\u30eb\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u6307\u6a19\u540d<\/strong>: \u6e2c\u5b9a\u3057\u3066\u3044\u308bKPI\u3092\u660e\u78ba\u306b\u5b9a\u7fa9\u3057\u307e\u3059\uff08\u4f8b\uff1aFCR\u3001ART\uff09\u3002<\/li>\n<li><strong>\u76ee\u6a19\u5024<\/strong>: \u696d\u754c\u6a19\u6e96\u3084\u904e\u53bb\u306e\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u3001\u5404KPI\u306e\u73fe\u5b9f\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u73fe\u5728\u306e\u5024<\/strong>: \u6700\u65b0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30c7\u30fc\u30bf\u3067\u3053\u306e\u30d5\u30a3\u30fc\u30eb\u30c9\u3092\u5b9a\u671f\u7684\u306b\u66f4\u65b0\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c8\u30ec\u30f3\u30c9<\/strong>: \u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u30c8\u30ec\u30f3\u30c9\u3092\u5206\u6790\u3057\u3066\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30a2\u30af\u30b7\u30e7\u30f3\u30a2\u30a4\u30c6\u30e0<\/strong>: \u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u53d6\u3089\u308c\u305f\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u6587\u66f8\u5316\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u7121\u6599\u306eAI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30e6\u30fc\u30b6\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u904b\u7528\u52b9\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u591a\u304f\u306e\u5229\u70b9\u304c\u3042\u308a\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u4e3b\u306a\u5229\u70b9\u3067\u3059: <a href=\"https:\/\/messengerbot.app\/ja\/%e3%83%a1%e3%83%83%e3%82%bb%e3%83%b3%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%9c%e3%83%83%e3%83%88%e3%83%81%e3%83%a5%e3%83%bc%e3%83%88%e3%83%aa%e3%82%a2%e3%83%ab\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u6e2c\u5b9a\u30d7\u30ed\u30bb\u30b9\u3092\u52b9\u7387\u5316\u3057\u3001\u30c1\u30fc\u30e0\u304c\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306e\u9054\u6210\u306b\u96c6\u4e2d\u3057\u7d9a\u3051\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u5f37\u5316\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e5\u3064\u306e\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u904b\u55b6\u52b9\u7387\u3068\u9867\u5ba2\u4f53\u9a13\u3092\u6e2c\u5b9a\u30fb\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u3001\u3055\u307e\u3056\u307e\u306a\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\uff08KPI\uff09\u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u306a5\u3064\u306eKPI\u3092\u4ee5\u4e0b\u306b\u793a\u3057\u307e\u3059\u3002<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u901a\u5e38\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306b\u5b9f\u65bd\u3055\u308c\u308b\u8abf\u67fb\u3092\u901a\u3058\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002CSAT\u304c\u9ad8\u3044\u307b\u3069\u3001\u9867\u5ba2\u304c\u53d7\u3051\u305f\u30b5\u30fc\u30d3\u30b9\u306b\u6e80\u8db3\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>, CSAT\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u7dad\u6301\u7387\u304c\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong>: FCR\u306f\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u7387\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u904b\u55b6\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u5354\u4f1a\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044FCR\u7387\u3092\u6301\u3064\u4f01\u696d\u306f\u9867\u5ba2\u306e\u96e2\u8131\u7387\u304c\u5927\u5e45\u306b\u6e1b\u5c11\u3059\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: AHT\u306f\u3001\u901a\u8a71\u6642\u9593\u3068\u901a\u8a71\u5f8c\u306e\u4f5c\u696d\u3092\u542b\u3080\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002AHT\u3068\u54c1\u8cea\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u306f\u91cd\u8981\u3067\u3059\u3002\u77ed\u3044\u51e6\u7406\u6642\u9593\u306f\u52b9\u7387\u3092\u6539\u5584\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u640d\u306a\u3046\u3079\u304d\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002Call Center Helper\u306e\u5831\u544a\u66f8\u306f\u3001\u6700\u9069\u306aAHT\u306f\u696d\u754c\u306b\u3088\u3063\u3066\u7570\u306a\u308a\u3001\u7af6\u5408\u4ed6\u793e\u3068\u6bd4\u8f03\u3057\u3066\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u53d6\u308b\u3079\u304d\u3067\u3042\u308b\u3068\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb<\/strong>: \u3053\u306eKPI\u306f\u3001\u3042\u3089\u304b\u3058\u3081\u5b9a\u3081\u3089\u308c\u305f\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3055\u308c\u305f\u30b3\u30fc\u30eb\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u4e00\u822c\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u306e\u76ee\u6a19\u306f\u300120\u79d2\u4ee5\u5185\u306b80%\u306e\u30b3\u30fc\u30eb\u306b\u5fdc\u7b54\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u9069\u5207\u306a\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3042\u308a\u3001\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u5354\u4f1a\u306b\u3088\u3063\u3066\u5f37\u8abf\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u7a3c\u50cd\u7387<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30b3\u30fc\u30eb\u3092\u51e6\u7406\u3059\u308b\u306e\u306b\u8cbb\u3084\u3059\u6642\u9593\u306e\u5272\u5408\u3068\u3001\u5f7c\u3089\u306e\u7dcf\u5229\u7528\u53ef\u80fd\u6642\u9593\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u7a3c\u50cd\u7387\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u904e\u52b4\u306b\u3082\u306a\u308a\u3059\u304e\u305a\u3001\u307e\u305f\u904e\u5c0f\u5229\u7528\u306b\u3082\u306a\u3089\u306a\u3044\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u3001\u58eb\u6c17\u3084\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u4eba\u6750\u7ba1\u7406\u5354\u4f1a\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u6700\u9069\u306a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u7a3c\u50cd\u7387\u306f\u901a\u5e3870%\u304b\u308985%\u306e\u7bc4\u56f2\u3067\u3059\u3002<\/li>\n<\/ol>\n<h3>\u76e3\u8996\u3059\u3079\u304d\u91cd\u8981\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fcKPI<\/h3>\n<p>\u3053\u308c\u3089\u306e\u91cd\u8981\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fcKPI\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u696d\u52d9\u52b9\u7387\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002CSAT\u3084FCR\u306a\u3069\u306e\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u3001\u3088\u308a\u826f\u3044\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306b\u3064\u306a\u304c\u308b\u6226\u7565\u3092\u5b9f\u65bd\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/a> \u3053\u308c\u3089\u306eKPI\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8ffd\u8de1\u3057\u3001\u8fc5\u901f\u306a\u8abf\u6574\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>\u3055\u3089\u306b\u3001 <a href=\"https:\/\/brainpod.ai\" target=\"_blank\" rel=\"noopener\">Brain Pod AI<\/a> \u306eAI\u99c6\u52d5\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u3088\u3046\u306a\u5148\u9032\u6280\u8853\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u3053\u308c\u3089\u306eKPI\u3092\u3055\u3089\u306b\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30c4\u30fc\u30eb\u306f\u3001\u5fdc\u7b54\u3092\u81ea\u52d5\u5316\u3057\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u5408\u7406\u5316\u3057\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u5168\u4f53\u7684\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002<\/p>\n<h3>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u52b9\u679c\u7684\u306b\u5229\u7528\u3067\u304d\u308b\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u5b9f\u7528\u7684\u306a\u4f8b\u3092\u3044\u304f\u3064\u304b\u7d39\u4ecb\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: \u3053\u308c\u306f\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u3001\u4ed6\u306e\u4eba\u306b\u3042\u306a\u305f\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u3001\u5f37\u529b\u306a\u9867\u5ba2\u306e\u652f\u6301\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30b3\u30fc\u30eb\u653e\u68c4\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u63a5\u7d9a\u3055\u308c\u308b\u524d\u306b\u96fb\u8a71\u3092\u5207\u308b\u547c\u3073\u51fa\u3057\u8005\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u3053\u306e\u7387\u3092\u6e1b\u5c11\u3055\u305b\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u518d\u547c\u3073\u51fa\u3057\u7387<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u540c\u3058\u554f\u984c\u306b\u3064\u3044\u3066\u518d\u5ea6\u96fb\u8a71\u3092\u304b\u3051\u308b\u9867\u5ba2\u306e\u5272\u5408\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u9ad8\u3044\u518d\u547c\u3073\u51fa\u3057\u7387\u306f\u3001\u672a\u89e3\u6c7a\u306e\u554f\u984c\u3084\u4e0d\u5341\u5206\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u793a\u3059\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u63a5\u89e6\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8<\/strong>: \u3053\u308c\u306f\u3001\u5404\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u306b\u304b\u304b\u308b\u7dcf\u30b3\u30b9\u30c8\u3092\u6e2c\u5b9a\u3057\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u3092\u5b9a\u671f\u7684\u306b\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3068\u904b\u55b6\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/free-trial-offer\/\">\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c4\u30fc\u30eb\u306e<\/a> \u7121\u6599\u30c8\u30e9\u30a4\u30a2\u30eb\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3082\u3001\u3053\u308c\u3089\u306e\u6307\u6a19\u304c\u3069\u306e\u3088\u3046\u306b\u8ffd\u8de1\u304a\u3088\u3073\u6539\u5584\u3067\u304d\u308b\u304b\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h2>KPI\u306e4P\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>KPI\u306e4P\u306f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u62c5\u5f53\u8005\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u306b\u304a\u3051\u308b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u6210\u529f\u306e\u6e2c\u5b9a\u3092\u5c0e\u304f\u57fa\u790e\u8981\u7d20\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u8981\u7d20\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u53d6\u308a\u7d44\u307f\u3092\u52b9\u679c\u7684\u306b\u8ffd\u8de1\u304a\u3088\u3073\u6700\u9069\u5316\u3059\u308b\u80fd\u529b\u304c\u5927\u5e45\u306b\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p>\n<h3>KPI\u306e4P\u306e\u8aac\u660e<\/h3>\n<p>1. <strong>\u88fd\u54c1<\/strong>: \u3053\u308c\u306f\u3001\u4f01\u696d\u304c\u63d0\u4f9b\u3059\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u6307\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u6587\u8108\u3067\u306f\u3001\u95a2\u9023\u3059\u308b\u6307\u6a19\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3001\u88fd\u54c1\u8fd4\u54c1\u7387\u3001\u30b5\u30fc\u30d3\u30b9\u89e3\u6c7a\u6642\u9593\u304c\u542b\u307e\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u81ea\u793e\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u304c\u6d88\u8cbb\u8005\u306e\u30cb\u30fc\u30ba\u3068\u671f\u5f85\u306b\u3069\u308c\u3060\u3051\u5fdc\u3048\u3066\u3044\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>2. <strong>\u4fa1\u683c<\/strong>: \u4fa1\u683c\u6226\u7565\u306f\u58f2\u4e0a\u3068\u9867\u5ba2\u306e\u8a8d\u8b58\u306b\u76f4\u63a5\u5f71\u97ff\u3057\u307e\u3059\u3002\u3053\u306e\u30ab\u30c6\u30b4\u30ea\u306eKPI\u306b\u306f\u3001\u5e73\u5747\u53d6\u5f15\u984d\u3084\u9867\u5ba2\u7dad\u6301\u30b3\u30b9\u30c8\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u4fa1\u683c\u6226\u7565\u306e\u52b9\u679c\u3068\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3078\u306e\u5f71\u97ff\u3092\u8a55\u4fa1\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>3. <strong>\u5834\u6240<\/strong>: \u3053\u308c\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u6d88\u8cbb\u8005\u306b\u5c4a\u3051\u308b\u305f\u3081\u306b\u4f7f\u7528\u3055\u308c\u308b\u6d41\u901a\u30c1\u30e3\u30cd\u30eb\u306b\u95a2\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u95a2\u9023\u3059\u308bKPI\u306b\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u3084\u9867\u5ba2\u30a2\u30af\u30bb\u30b9\u7387\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u6d41\u901a\u6226\u7565\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u304c\u5fc5\u8981\u3068\u3059\u308b\u6642\u306b\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u304c\u5229\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>4. <strong>\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3<\/strong>: \u3053\u308c\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u4fc3\u9032\u3059\u308b\u3053\u3068\u3092\u76ee\u7684\u3068\u3057\u305f\u3059\u3079\u3066\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u542b\u307f\u307e\u3059\u3002\u3053\u3053\u3067\u306e\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306b\u306f\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6307\u6a19\u3084\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u3084\u308a\u53d6\u308a\u304b\u3089\u306e\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u6226\u7565\u3092\u6d17\u7df4\u3055\u305b\u3001\u30ea\u30fc\u30c1\u3068\u52b9\u679c\u3092\u6700\u5927\u5316\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306b\u304a\u3051\u308b4P\u306e\u5b9f\u88c5<\/h3>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306b4P\u3092\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u304c\u5f37\u5316\u3055\u308c\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u6e2c\u5b9a\u53ef\u80fd\u306a\u6210\u679c\u306b\u5408\u308f\u305b\u305f\u53d6\u308a\u7d44\u307f\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u5229\u7528\u3059\u308b\u3053\u3068\u3067 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/a> \u3053\u308c\u3089\u306eKPI\u3092\u52b9\u679c\u7684\u306b\u8ffd\u8de1\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067 <a href=\"https:\/\/messengerbot.app\/ja\/free-trial-offer\/\">\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c4\u30fc\u30eb\u306e<\/a> \u30b5\u30dd\u30fc\u30c8\u6226\u7565\u304c\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u6a5f\u80fd\u3057\u3066\u3044\u308b\u304b\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306e4\u3064\u306e\u5206\u91ce\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306eKPI\u304c\u5305\u62ec\u7684\u3067\u5b9f\u884c\u53ef\u80fd\u3067\u3042\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u3055\u3089\u306a\u308b\u6d1e\u5bdf\u3092\u5f97\u308b\u305f\u3081\u306b\u3001 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a> \u3084 <a href=\"https:\/\/www.forrester.com\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>, \u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b\u52b9\u679c\u7684\u306aKPI\u306e\u6d3b\u7528\u306b\u95a2\u3059\u308b\u8a73\u7d30\u306a\u5206\u6790\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/customer-support-kpis-414894.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u6700\u826f\u306eKPI\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u969b\u3001\u6700\u826f\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3067\u3059\u3002NPS\u306f\u3001\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u6e80\u8db3\u5ea6\u3092\u6e2c\u308b\u305f\u3081\u306e\u52b9\u679c\u7684\u306a\u6307\u6a19\u3068\u3057\u3066\u5e83\u304f\u8a8d\u8b58\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u6b21\u306e\u5358\u4e00\u306e\u8cea\u554f\u304b\u3089\u5c0e\u304d\u51fa\u3055\u308c\u307e\u3059\uff1a\u201c0\u304b\u308910\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u3001\u79c1\u305f\u3061\u306e\u30d3\u30b8\u30cd\u30b9\/\u88fd\u54c1\/\u30b5\u30fc\u30d3\u30b9\u3092\u4ed6\u306e\u4eba\u306b\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u304f\u3089\u3044\u3067\u3059\u304b\uff1f\u201d<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u4e3b\u8981\u306aKPI<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u3001\u4ee5\u4e0b\u306e\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ol>\n<li><strong>NPS\u306e\u7406\u89e3<\/strong>: NPS\u306f\u56de\u7b54\u8005\u30923\u3064\u306e\u30b0\u30eb\u30fc\u30d7\u306b\u5206\u985e\u3057\u307e\u3059:\n<ul>\n<li><strong>\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff08\u30b9\u30b3\u30a29-10\uff09<\/strong>: \u8cfc\u5165\u3092\u7d9a\u3051\u3001\u4ed6\u306e\u4eba\u3092\u7d39\u4ecb\u3059\u308b\u5fe0\u5b9f\u306a\u9867\u5ba2\u3067\u3059\u3002<\/li>\n<li><strong>\u30d1\u30c3\u30b7\u30d6\uff08\u30b9\u30b3\u30a2 7-8\uff09<\/strong>: \u6e80\u8db3\u3057\u3066\u3044\u308b\u304c\u71b1\u610f\u306e\u306a\u3044\u9867\u5ba2\u3067\u3001\u7af6\u5408\u306e\u63d0\u4f9b\u306b\u5bfe\u3057\u3066\u8106\u5f31\u3067\u3059\u3002<\/li>\n<li><strong>\u30c7\u30a3\u30c8\u30e9\u30af\u30bf\u30fc\uff08\u30b9\u30b3\u30a2 0-6\uff09<\/strong>: \u4e0d\u6e80\u3092\u6301\u3064\u9867\u5ba2\u3067\u3001\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u53e3\u30b3\u30df\u3092\u901a\u3058\u3066\u30d6\u30e9\u30f3\u30c9\u3092\u640d\u306a\u3046\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>NPS\u306e\u8a08\u7b97<\/strong>: NPS\u306f\u3001\u30c7\u30a3\u30c8\u30e9\u30af\u30bf\u30fc\u306e\u5272\u5408\u3092\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306e\u5272\u5408\u304b\u3089\u5f15\u304f\u3053\u3068\u3067\u8a08\u7b97\u3055\u308c\u307e\u3059\u3002\u3053\u306e\u30b9\u30b3\u30a2\u306f-100\u304b\u3089+100\u306e\u7bc4\u56f2\u3067\u3001\u30b9\u30b3\u30a2\u304c\u9ad8\u3044\u307b\u3069\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u3044\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u88dc\u5b8c\u7684\u306a\u6307\u6a19<\/strong>: NPS\u306f\u5f37\u529b\u306a\u30c4\u30fc\u30eb\u3067\u3059\u304c\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5305\u62ec\u7684\u306a\u8996\u70b9\u3092\u5f97\u308b\u305f\u3081\u306b\u306f\u4ed6\u306e\u6307\u6a19\u3068\u4f75\u7528\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u70b9\u306f\uff1a\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u7279\u5b9a\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u8cfc\u5165\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: \u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u3068\u3069\u308c\u3060\u3051\u7c21\u5358\u306b\u3084\u308a\u53d6\u308a\u3067\u304d\u308b\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u6d3b\u7528<\/strong>: Messenger\u30dc\u30c3\u30c8\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30dc\u30c3\u30c8\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3057\u3001\u4f01\u696d\u304c\u8fc5\u901f\u306b\u9867\u5ba2\u306e\u61f8\u5ff5\u306b\u5bfe\u51e6\u3057\u3001NPS\u3092\u6539\u5584\u3059\u308b\u306e\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u696d\u754c\u306e\u30c8\u30ec\u30f3\u30c9<\/strong>: \u6700\u8fd1\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u4f01\u696d\u306f\u3001\u3088\u308a\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u5f97\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u30d9\u30a4\u30f3\u30fb\u30a2\u30f3\u30c9\u30fb\u30ab\u30f3\u30d1\u30cb\u30fc\u306e\u5831\u544a\u306b\u3088\u308c\u3070\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u512a\u5148\u3059\u308b\u4f01\u696d\u306f\u3001\u53ce\u76ca\u6210\u9577\u306e\u9762\u3067\u7af6\u5408\u4ed6\u793e\u3092\u4e0a\u56de\u3063\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ol>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u8ffd\u8de1\u306e\u305f\u3081\u306eKPI\u306e\u4f8b<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u52b9\u679c\u7684\u306b\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306b\u3001\u4ee5\u4e0b\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3092\u691c\u8a0e\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<ul>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: \u3053\u308c\u306f\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u7279\u5b9a\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3068\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: \u3053\u308c\u306f\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u308c\u3060\u3051\u7c21\u5358\u306b\u95a2\u4e0e\u3067\u304d\u308b\u304b\u3092\u6e2c\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong>: \u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3057\u3066\u3001\u3042\u306a\u305f\u306e\u30c1\u30fc\u30e0\u304c\u3069\u308c\u3060\u3051\u8fc5\u901f\u306b\u5bfe\u5fdc\u3059\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u3001\u6e80\u8db3\u5ea6\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593<\/strong>: \u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u306b\u76f4\u63a5\u5f71\u97ff\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u30ea\u30bd\u30fc\u30b9\u306b\u3064\u3044\u3066\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/\">\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c4\u30fc\u30eb<\/a>.<\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKRA\u3068KPI\u3068\u306f\uff1f<\/h2>\n<p>KRA\uff08\u91cd\u8981\u6210\u679c\u9818\u57df\uff09\u3068KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u306f\u3001\u7d44\u7e54\u304c\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6e2c\u5b9a\u3057\u5411\u4e0a\u3055\u305b\u308b\u306e\u306b\u5f79\u7acb\u3064\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u91cd\u8981\u306a\u6982\u5ff5\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u7528\u8a9e\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKRA\u3068KPI\u306e\u7406\u89e3<\/h3>\n<p>KRA\u306f\u3001\u5f93\u696d\u54e1\u307e\u305f\u306f\u30c1\u30fc\u30e0\u304c\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u8ca2\u732e\u3059\u308b\u305f\u3081\u306b\u7d50\u679c\u3092\u9054\u6210\u3057\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u91cd\u8981\u306a\u9818\u57df\u3092\u6307\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKRA\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059:<\/p>\n<ul>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/li>\n<li>\u5fdc\u7b54\u6642\u9593<\/li>\n<li>\u554f\u984c\u89e3\u6c7a\u7387<\/li>\n<\/ul>\n<p>KRA\u3092\u660e\u78ba\u306b\u5b9a\u7fa9\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306e\u52aa\u529b\u3092\u5168\u4f53\u306e\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4e00\u65b9\u3001KPI\u306f\u3001\u7d44\u7e54\u304c\u4e3b\u8981\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u9054\u6210\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u6e2c\u5b9a\u53ef\u80fd\u306a\u5024\u3067\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKPI\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u6307\u6a19\u304c\u542b\u307e\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059:<\/p>\n<ul>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/li>\n<li>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/li>\n<li>\u5e73\u5747\u89e3\u6c7a\u6642\u9593<\/li>\n<li>\u521d\u56de\u63a5\u89e6\u89e3\u6c7a\u7387<\/li>\n<\/ul>\n<p>KPI\u306fSMART\u57fa\u6e96\u306b\u5f93\u3046\u3079\u304d\u3067\u3059\uff1a\u5177\u4f53\u7684\u3001\u6e2c\u5b9a\u53ef\u80fd\u3001\u9054\u6210\u53ef\u80fd\u3001\u95a2\u9023\u6027\u304c\u3042\u308a\u3001\u671f\u9650\u304c\u3042\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b\u660e\u78ba\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h3>\u4e00\u822c\u7684\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3068\u305d\u306e\u5b9a\u7fa9<\/h3>\n<p>KRA\u3068KPI\u3092\u5b9a\u671f\u7684\u306b\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u3001\u696d\u52d9\u52b9\u7387\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4e00\u822c\u7684\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059\uff1a<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u3084\u88fd\u54c1\u306b\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> \u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u4ed6\u8005\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u89e3\u6c7a\u6642\u9593\uff1a<\/strong> \u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3067\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387:<\/strong> \u521d\u56de\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3002<\/li>\n<\/ul>\n<p>\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\uff08CRM\uff09\u30b7\u30b9\u30c6\u30e0\u3084\u5206\u6790\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306a\u3069\u306e\u6280\u8853\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001KRA\u3084KPI\u306e\u8ffd\u8de1\u304c\u5bb9\u6613\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6280\u8853\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30c7\u30fc\u30bf\u5206\u6790\u3092\u53ef\u80fd\u306b\u3057\u3001\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306b\u8fc5\u901f\u306b\u5bfe\u5fdc\u3057\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u6226\u7565\u3092\u8abf\u6574\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bKRA\u3068KPI\u306e\u91cd\u8981\u6027\u306b\u3064\u3044\u3066\u3055\u3089\u306b\u77e5\u308a\u305f\u3044\u65b9\u306f\u3001\u4ee5\u4e0b\u306e\u60c5\u5831\u6e90\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a> \u3084 <a href=\"https:\/\/www.forrester.com\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>.<\/p>\n<h2>\u8ffd\u8de1\u3059\u3079\u304d\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI<\/h2>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u696d\u52d9\u306e\u52b9\u679c\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u9069\u5207\u306a\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u30b1\u30a2\u6226\u7565\u3092\u5f37\u5316\u3057\u3001\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u76e3\u8996\u3059\u3079\u304d\u4e3b\u8981\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u5305\u62ec\u7684\u306a\u6982\u8981\u3092\u793a\u3057\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\uff1a\u5305\u62ec\u7684\u306a\u6982\u8981<\/h3>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306f\u3001\u91cd\u8981\u306a\u6307\u6a19\u3092\u8996\u899a\u5316\u3057\u5206\u6790\u3059\u308b\u305f\u3081\u306e\u96c6\u4e2d\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002\u3053\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u306f\u901a\u5e38\u3001\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u5fdc\u7b54\u6642\u9593:<\/strong> \u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u5fdc\u7b54\u6642\u9593\u304c\u77ed\u3044\u307b\u3069\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u7387:<\/strong> \u6700\u521d\u306e\u63a5\u89e6\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u984c\u306e\u5272\u5408\u3092\u793a\u3057\u307e\u3059\u3002\u9ad8\u3044\u89e3\u6c7a\u7387\u306f\u3001\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u793a\u5506\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u76f4\u63a5\u7684\u306a\u6e2c\u5b9a\u3067\u3042\u308a\u3001\u901a\u5e38\u306f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09:<\/strong> \u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u3042\u306a\u305f\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0:<\/strong> \u7279\u5b9a\u306e\u671f\u9593\u306b\u53d7\u3051\u53d6\u3063\u305f\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u6570\u3092\u8ffd\u8de1\u3057\u3001\u4f5c\u696d\u8ca0\u8377\u3068\u30b9\u30bf\u30c3\u30d5\u306e\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u7121\u6599\u306eAI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30e6\u30fc\u30b6\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u904b\u7528\u52b9\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u591a\u304f\u306e\u5229\u70b9\u304c\u3042\u308a\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u4e3b\u306a\u5229\u70b9\u3067\u3059: <a href=\"https:\/\/messengerbot.app\/ja\/\">\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/a> 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href=\"https:\/\/messengerbot.app\/ja\/#features\">\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8KPI<\/a>, \u4f01\u696d\u306f\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u52b9\u679c\u7684\u306b\u6e80\u305f\u3057\u306a\u304c\u3089\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002<\/p>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/essential-customer-support-kpis-key-metrics-examples-and-best-practices-for-measuring-customer-satisfaction\/\" data-essbisPostTitle=\"Essential Customer Support KPIs: Key Metrics, Examples, and Best Practices for Measuring Customer Satisfaction\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding customer support KPIs is essential for enhancing customer satisfaction and operational efficiency. Key metrics like First Contact Resolution Rate (FCR) and Customer Satisfaction Score (CSAT) are critical for evaluating support effectiveness. Implementing a customer service KPIs template can streamline performance tracking and facilitate data-driven decisions. Utilizing advanced tools like customer support dashboards enables real-time monitoring of essential KPIs. Focus on Net Promoter Score (NPS) to gauge customer loyalty and predict business growth. In today&#8217;s fast-paced business environment, understanding customer support KPIs is crucial for any organization aiming to enhance customer satisfaction and streamline operations. This article delves into the essential metrics that define effective customer service, exploring [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":256842,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-256843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/256843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/comments?post=256843"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/256843\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/256842"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=256843"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=256843"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=256843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}