{"id":257293,"date":"2025-09-20T11:50:13","date_gmt":"2025-09-20T18:50:13","guid":{"rendered":"https:\/\/messengerbot.app\/customer-support-kpi-examples-essential-metrics-to-elevate-customer-satisfaction-and-performance\/"},"modified":"2025-09-20T11:50:13","modified_gmt":"2025-09-20T18:50:13","slug":"%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88kpi%e3%81%ae%e4%be%8b-%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e3%83%91%e3%83%95%e3%82%a9%e3%83%bc%e3%83%9e%e3%83%b3%e3%82%b9","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/customer-support-kpi-examples-essential-metrics-to-elevate-customer-satisfaction-and-performance\/","title":{"rendered":"\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\uff1a\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/customer-support-kpi-examples-essential-metrics-to-elevate-customer-satisfaction-and-performance\/\" data-essbisposttitle=\"Customer Support KPI Examples: Essential Metrics to Elevate Customer Satisfaction and Performance\" 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>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/strong> \u306f\u63a8\u9032\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059 <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong> \u304a\u3088\u3073\u5168\u4f53\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6539\u5584\u3057\u307e\u3059\u3002<\/li>\n<li>\u91cd\u8981\u306a\u6307\u6a19\u3068\u3057\u3066\u306f <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u3084 <strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong> \u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<li>\u89e3\u6c7a\u7387\u306e\u3088\u3046\u306aKPI\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u306f <strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong> \u3084 <strong>\u89e3\u6c7a\u7387<\/strong> \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li>\u6d3b\u7528\u3059\u308b <strong>KPI\u306e4P<\/strong>\u2014\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u2014\u306f\u3001\u7d44\u7e54\u304c\u5305\u62ec\u7684\u306b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li>KPI\u306e\u5b9a\u671f\u7684\u306a\u76e3\u8996\u306f\u3001\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u53ef\u80fd\u306b\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u304c\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u4e00\u81f4\u3059\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059\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\u52b9\u679c\u7684\u306a\u7406\u89e3\u3068\u5b9f\u65bd\u304c\u91cd\u8981\u3067\u3059 <strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/strong> \u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u63a8\u9032\u3059\u308b\u305f\u3081\u306b\u3002\u3053\u306e\u30a2\u30fc\u30c6\u30a3\u30af\u30eb\u3067\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u3092\u5909\u9769\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u8aac\u660e\u3057\u3001\u826f\u3044KPI\u3068\u306f\u4f55\u304b\u306e\u5305\u62ec\u7684\u306a\u6982\u8981\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3055\u307e\u3056\u307e\u306a <strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b<\/strong> \u3092\u63a2\u308a\u3001\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u3092\u8ffd\u8de1\u3059\u308b\u91cd\u8981\u6027\u3092\u5f37\u8abf\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u6700\u826f\u306eKPI\u3092\u542b\u3081\u307e\u3059\u3002\u3055\u3089\u306b\u3001KPI\u306e4P\u3001\u3059\u3079\u3066\u306e\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u6d3b\u7528\u3059\u3079\u304d\u91cd\u8981\u306a\u6307\u6a19\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u305f\u3081\u306e\u52b9\u679c\u7684\u306a\u6226\u7565\u306b\u3064\u3044\u3066\u3082\u8b70\u8ad6\u3057\u307e\u3059\u3002\u3053\u306e\u8a18\u4e8b\u306e\u7d42\u308f\u308a\u307e\u3067\u306b\u3001\u5b9f\u884c\u53ef\u80fd\u306a\u6d1e\u5bdf\u3068\u5b9f\u7528\u7684\u306a <strong>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u4f8b<\/strong> \u3092\u88c5\u5099\u3057\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u53d6\u308a\u7d44\u307f\u3092\u5411\u4e0a\u3055\u305b\u3001\u30c1\u30fc\u30e0\u304c\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u4e00\u81f4\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3057\u307e\u3059\u3002<\/p>\n<h2>\u826f\u3044KPI\u306e\u4f8b\u306b\u306f\u4f55\u304c\u3042\u308a\u307e\u3059\u304b\uff1f<\/h2>\n<p>\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u7d44\u7e54\u307e\u305f\u306f\u305d\u306e\u6d3b\u52d5\u306e\u6210\u529f\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3055\u308c\u308b\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3055\u307e\u3056\u307e\u306a\u5206\u91ce\u306b\u304a\u3051\u308b\u52b9\u679c\u7684\u306aKPI\u306e\u4f8b\u3092\u4ee5\u4e0b\u306b\u793a\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u8ca1\u52d9KPI<\/strong>:\n<ul>\n<li><strong>\u7d14\u5229\u76ca\u7387<\/strong>: \u4f01\u696d\u304c\u53ce\u76ca\u306e1\u30c9\u30eb\u3054\u3068\u306b\u3069\u308c\u3060\u3051\u306e\u5229\u76ca\u3092\u4e0a\u3052\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u3001\u5168\u4f53\u7684\u306a\u8ca1\u52d9\u72b6\u6cc1\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u53ce\u76ca\u6210\u9577\u7387<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u306b\u304a\u3051\u308b\u53ce\u76ca\u306e\u5897\u52a0\u3092\u8ffd\u8de1\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u62e1\u5927\u3092\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u6295\u8cc7\u53ce\u76ca\u7387 (ROI)<\/strong>: \u6295\u8cc7\u306e\u53ce\u76ca\u6027\u3092\u8a55\u4fa1\u3057\u3001(\u7d14\u5229\u76ca \/ \u6295\u8cc7\u30b3\u30b9\u30c8) x 100\u3068\u3057\u3066\u8a08\u7b97\u3055\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u9867\u5ba2KPI<\/strong>:\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u901a\u5e381-5\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u3001\u8abf\u67fb\u3092\u901a\u3058\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\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\u304c\u4ed6\u306e\u4eba\u306b\u4f1a\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7dad\u6301\u7387<\/strong>: \u4f1a\u793e\u304c\u7279\u5b9a\u306e\u671f\u9593\u306b\u4fdd\u6301\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3092\u793a\u3057\u3001\u9577\u671f\u7684\u306a\u6210\u529f\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u904b\u7528KPI<\/strong>:\n<ul>\n<li><strong>\u5e73\u5747\u89e3\u6c7a\u6642\u9593<\/strong>: \u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u7387\u3092\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5728\u5eab\u56de\u8ee2\u7387<\/strong>: \u4e00\u5b9a\u671f\u9593\u306b\u304a\u3044\u3066\u5728\u5eab\u304c\u3069\u308c\u3060\u3051\u983b\u7e41\u306b\u8ca9\u58f2\u3055\u308c\u3001\u88dc\u5145\u3055\u308c\u308b\u304b\u3092\u793a\u3057\u3001\u5728\u5eab\u30ec\u30d9\u30eb\u306e\u7ba1\u7406\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/li>\n<li><strong>\u5f93\u696d\u54e1\u751f\u7523\u6027\u7387<\/strong>: \u5f93\u696d\u54e1\u4e00\u4eba\u3042\u305f\u308a\u306e\u6210\u679c\u3092\u8a55\u4fa1\u3057\u3001\u52b4\u50cd\u529b\u306e\u52b9\u7387\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0KPI<\/strong>:\n<ul>\n<li><strong>\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387<\/strong>: \u5e0c\u671b\u3059\u308b\u30a2\u30af\u30b7\u30e7\u30f3\uff08\u4f8b\uff1a\u8cfc\u5165\uff09\u3092\u5b8c\u4e86\u3059\u308b\u8a2a\u554f\u8005\u306e\u5272\u5408\u3067\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8\uff08CPA\uff09<\/strong>: \u65b0\u3057\u3044\u9867\u5ba2\u3092\u7372\u5f97\u3059\u308b\u305f\u3081\u306b\u304b\u304b\u308b\u30b3\u30b9\u30c8\u3092\u6e2c\u5b9a\u3057\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u4e88\u7b97\u3092\u6700\u9069\u5316\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u30c8\u30e9\u30d5\u30a3\u30c3\u30af<\/strong>: \u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3078\u306e\u8a2a\u554f\u8005\u6570\u3092\u8ffd\u8de1\u3057\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u30ea\u30fc\u30c1\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u7ba1\u7406KPI<\/strong>:\n<ul>\n<li><strong>\u6642\u9593\u901a\u308a\u306e\u914d\u9054\u7387<\/strong>: \u671f\u9650\u5185\u307e\u305f\u306f\u671f\u9650\u524d\u306b\u5b8c\u4e86\u3057\u305f\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u3001\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u7ba1\u7406\u306e\u52b9\u7387\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u4e88\u7b97\u306e\u5dee\u7570<\/strong>: \u8a08\u753b\u3055\u308c\u305f\u4e88\u7b97\u3068\u5b9f\u969b\u306e\u652f\u51fa\u3092\u6bd4\u8f03\u3057\u3001\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u30b3\u30b9\u30c8\u306e\u7ba1\u7406\u3092\u652f\u63f4\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30b9\u30b3\u30fc\u30d7\u5909\u66f4\u8981\u6c42<\/strong>: \u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u4e2d\u306b\u8981\u6c42\u3055\u308c\u305f\u5909\u66f4\u306e\u6570\u3092\u8ffd\u8de1\u3057\u3001\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u5b89\u5b9a\u6027\u3068\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u6e80\u8db3\u5ea6\u3092\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>KPI\u3092\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u304c\u53ef\u80fd\u306b\u306a\u308a\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u8aac\u660e\u8cac\u4efb\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae\/\">\u9867\u5ba2\u30b1\u30a2KPI\u306e\u4f8b<\/a> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u3001\u30ea\u30bd\u30fc\u30b9\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7406\u89e3<\/h3>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u308b\u3053\u3068\u3092\u78ba\u5b9f\u306b\u3057\u307e\u3059\u3002\u3044\u304f\u3064\u304b\u306e\u4e3b\u8981\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong>: \u9867\u5ba2\u304c\u30b5\u30dd\u30fc\u30c8\u3092\u6c42\u3081\u3066\u9023\u7d61\u3057\u305f\u5f8c\u3001\u6700\u521d\u306e\u5fdc\u7b54\u3092\u53d7\u3051\u53d6\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: \u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u304b\u3092\u6e2c\u5b9a\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u306e\u52b9\u7387\u3092\u53cd\u6620\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\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u306e\u6570\u3092\u8ffd\u8de1\u3057\u3001\u4f5c\u696d\u8ca0\u8377\u3068\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u52b9\u679c\u7684\u306aKPI\u306e\u5b9f\u65bd\u306b\u3064\u3044\u3066\u3055\u3089\u306b\u8aad\u3080\u306b\u306f\u3001\u30c1\u30a7\u30c3\u30af\u3057\u3066\u304f\u3060\u3055\u3044 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u5305\u62ec\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u305f\u3081\u306b\u3002<\/p>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u91cd\u8981\u6027\u306e\u4f8b<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6539\u5584\u3057\u3088\u3046\u3068\u3059\u308b\u7d44\u7e54\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u3069\u308c\u307b\u3069\u826f\u3044\u304b\u3001\u3069\u3053\u3067\u8abf\u6574\u304c\u5fc5\u8981\u304b\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u306e\u4e3b\u306a\u5229\u70b9\u306b\u306f\u3001\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u4f53\u9a13\u306e\u5411\u4e0a<\/strong>: KPI\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u306e\u65c5\u306e\u4e2d\u3067\u306e\u75db\u70b9\u3092\u7279\u5b9a\u3057\u3001\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u8abf\u6574\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u60c5\u5831\u306b\u57fa\u3065\u304f\u610f\u601d\u6c7a\u5b9a<\/strong>: KPI\u304b\u3089\u5f97\u3089\u308c\u308b\u30c7\u30fc\u30bf\u99c6\u52d5\u306e\u6d1e\u5bdf\u306b\u3088\u308a\u3001\u7d4c\u55b6\u9663\u306f\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u671f\u5f85\u306b\u6cbf\u3063\u305f\u6226\u7565\u7684\u306a\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u8cac\u4efb\u306e\u5411\u4e0a<\/strong>: KPI\u306f\u660e\u78ba\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u78ba\u7acb\u3057\u3001\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3078\u306e\u8ca2\u732e\u306b\u5bfe\u3057\u3066\u8cac\u4efb\u3092\u6301\u3064\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u6307\u6a19\u306b\u3064\u3044\u3066\u3055\u3089\u306b\u8a73\u3057\u304f\u77e5\u308a\u305f\u3044\u65b9\u306f\u3001\u8a2a\u554f\u3057\u3066\u304f\u3060\u3055\u3044 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%87%e3%82%b9%e3%82%af%e3%81%ae%e6%8c%87%e6%a8%99%e3%80%81%e4%b8%bb%e8%a6%81%e6%a5%ad%e7%b8%be%e8%a9%95%e4%be%a1%e6%8c%87%e6%a8%99%e3%80%81%e9%a1%a7%e5%ae%a2\/\">\u30b5\u30fc\u30d3\u30b9\u30c7\u30b9\u30af\u306e\u6307\u6a19\u306b\u95a2\u3059\u308b\u30ac\u30a4\u30c9<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/customer-support-kpi-examples-255333.jpg\" alt=\"\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\" loading=\"lazy\" title=\"\"><\/p>\n<h2>\u6539\u5584\u3092\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306b\u30b5\u30dd\u30fc\u30c8\u3057\u305f3\u301c5\u306e\u6a19\u6e96KPI\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u52b9\u679c\u7684\u306b\u8ffd\u8de1\u3057\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u3001\u7d44\u7e54\u306f\u4ee5\u4e0b\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3079\u304d\u3067\u3059\uff1a<\/p>\n<ol>\n<li><strong>\u5fdc\u7b54\u6642\u9593<\/strong>: \u3053\u306eKPI\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u5fdc\u7b54\u6642\u9593\u304c\u77ed\u3044\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002HubSpot\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u300190%\u306e\u9867\u5ba2\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u554f\u304c\u3042\u308b\u3068\u304d\u306b\u5373\u6642\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u7387<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\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\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u793a\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u7814\u7a76\u6240\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387\u304c70%\u3092\u8d85\u3048\u308b\u7d44\u7e54\u306f\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u304c\u8457\u3057\u304f\u9ad8\u3044\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306eKPI\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u3084\u308a\u53d6\u308a\u306e\u5f8c\u306b\u901a\u5e38\u884c\u308f\u308c\u308b\u8abf\u67fb\u3092\u901a\u3058\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u696d\u754c\u3067\u306f\u300180%\u4ee5\u4e0a\u306eCSAT\u30b9\u30b3\u30a2\u304c\u512a\u308c\u3066\u3044\u308b\u3068\u898b\u306a\u3055\u308c\u307e\u3059\u3002Zendesk\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u512a\u5148\u3059\u308b\u4f01\u696d\u306f\u300120%\u306e\u53ce\u76ca\u5897\u52a0\u3092\u898b\u8fbc\u3093\u3067\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: \u3053\u308c\u306f\u3001\u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u4f1a\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u304c\u3069\u308c\u304f\u3089\u3044\u3042\u308b\u304b\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u5f37\u56fa\u306a\u9867\u5ba2\u95a2\u4fc2\u3092\u793a\u3057\u3001\u7d39\u4ecb\u306e\u5897\u52a0\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30d9\u30a4\u30f3\uff06\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\u3092\u9042\u3052\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: \u3053\u306eKPI\u306f\u3001\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u52aa\u529b\u30b9\u30b3\u30a2\u304c\u4f4e\u3044\u307b\u3069\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002CEB\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u306e\u52aa\u529b\u3092\u6e1b\u3089\u3059\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u7dad\u6301\u7387\u304c94%\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u3053\u308c\u3089\u306eKPI\u3092\u5f37\u5316\u3059\u308b\u305f\u3081\u306b\u3001\u5373\u6642\u306e\u5fdc\u7b54\u3068\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u5fdc\u7b54\u6642\u9593\u3068\u89e3\u6c7a\u7387\u3092\u6539\u5584\u3057\u307e\u3059\u3002AI\u99c6\u52d5\u306e\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3092\u52b9\u7387\u5316\u3057\u3001\u9867\u5ba2\u304c\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u652f\u63f4\u3092\u53d7\u3051\u3089\u308c\u308b\u3088\u3046\u306b\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3044\u3066\u3001\u9069\u5207\u306aKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7406\u89e3\u3057\u3001\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u6700\u3082\u52b9\u679c\u7684\u306a\u6307\u6a19\u306e\u3044\u304f\u3064\u304b\u306f <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u542b\u3081\u308b:<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong>: \u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u6700\u521d\u306e\u5fdc\u7b54\u306b\u304b\u304b\u308b\u6642\u9593\u3002\u3053\u308c\u306f\u9867\u5ba2\u306e\u671f\u5f85\u3092\u8a2d\u5b9a\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\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>: \u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u542b\u307f\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7dad\u6301\u7387<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u306b\u308f\u305f\u3063\u3066\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u7d9a\u3051\u308b\u9867\u5ba2\u306e\u5272\u5408\u3067\u3001\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%87%e3%82%b9%e3%82%af%e3%81%ae%e6%8c%87%e6%a8%99%e3%80%81%e4%b8%bb%e8%a6%81%e6%a5%ad%e7%b8%be%e8%a9%95%e4%be%a1%e6%8c%87%e6%a8%99%e3%80%81%e9%a1%a7%e5%ae%a2\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b<\/a>, \u4f01\u696d\u306f\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u3066\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/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\u3082\u826f\u3044\u4e3b\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\u304c\u4ed6\u306e\u4eba\u306b\u4f01\u696d\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u30920\u304b\u308910\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u5c0b\u306d\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u6e80\u8db3\u5ea6\u3092\u6e2c\u308b\u5e83\u304f\u8a8d\u8b58\u3055\u308c\u305f\u6307\u6a19\u3067\u3059\u3002\u3053\u306e\u30b7\u30f3\u30d7\u30eb\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3068\u5fe0\u8aa0\u5fc3\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h3>KPI\u3092\u7528\u3044\u305f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6e2c\u5b9a<\/h3>\n<p>NPS\u3092\u7406\u89e3\u3059\u308b\u306b\u306f\u3001\u30b9\u30b3\u30a2\u306b\u57fa\u3065\u3044\u3066\u9867\u5ba2\u30923\u3064\u306e\u30b0\u30eb\u30fc\u30d7\u306b\u5206\u985e\u3059\u308b\u3053\u3068\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff089-10\uff09<\/strong>: \u5fe0\u5b9f\u306a\u71b1\u5fc3\u306a\u9867\u5ba2\u3067\u3001\u8cfc\u5165\u3092\u7d9a\u3051\u3001\u4ed6\u306e\u4eba\u306b\u63a8\u85a6\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30d1\u30c3\u30b7\u30d6\uff087-8\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\u30c8\u30e9\u30af\u30bf\u30fc\uff080-6\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\u306b\u640d\u5bb3\u3092\u4e0e\u3048\u3001\u6210\u9577\u3092\u59a8\u3052\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>NPS\u3092\u8a08\u7b97\u3059\u308b\u306b\u306f\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306e\u5272\u5408\u304b\u3089\u30c7\u30c8\u30e9\u30af\u30bf\u30fc\u306e\u5272\u5408\u3092\u5f15\u304d\u307e\u3059\u3002\u8a08\u7b97\u5f0f\u306f\u6b21\u306e\u901a\u308a\u3067\u3059:<\/p>\n<p><strong>NPS = \u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306e\u5272\u5408 - \u30c7\u30c8\u30e9\u30af\u30bf\u30fc\u306e\u5272\u5408<\/strong><\/p>\n<p>NPS\u3092\u4f7f\u7528\u3059\u308b\u5229\u70b9\u306b\u306f\u3001\u305d\u306e\u30b7\u30f3\u30d7\u30eb\u3055\u3001\u696d\u754c\u57fa\u6e96\u306b\u5bfe\u3059\u308b\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306e\u80fd\u529b\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u5f37\u8abf\u3059\u308b\u5b9f\u7528\u7684\u306a\u6d1e\u5bdf\u306e\u63d0\u4f9b\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u77ac\u6642\u306b\u6d1e\u5bdf\u3092\u53ce\u96c6\u3057\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5f37\u5316\u3059\u308b\u305f\u3081\u306b\u3001Messenger Bots\u306a\u3069\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30c4\u30fc\u30eb\u3084\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068NPS\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u304c\u5897\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u306e\u305f\u3081\u306eKPI\u306e\u4f8b<\/h3>\n<p>NPS\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u6700\u826f\u306eKPI\u3068\u3057\u3066\u969b\u7acb\u3063\u3066\u3044\u307e\u3059\u304c\u3001\u3088\u308a\u5305\u62ec\u7684\u306a\u8996\u70b9\u3092\u5f97\u308b\u305f\u3081\u306b\u4ed6\u306eKPI\u3068\u4f75\u7528\u3059\u308b\u3053\u3068\u304c\u6709\u76ca\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306eKPI\u306e\u4f8b\u3092\u3044\u304f\u3064\u304b\u7d39\u4ecb\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: 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href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae\/\">\u3053\u306e\u30ea\u30bd\u30fc\u30b9<\/a>.<\/p>\n<h2>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308bKPI\u306e4P\u3068\u306f\u4f55\u304b<\/h2>\n<p>\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306e4\u3064\u306eP\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308b\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u8981\u7d20\u2014\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u2014\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u6226\u7565\u3092\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306e\u5305\u62ec\u7684\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u8981\u7d20\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u306e\u4f8b\u3092\u5411\u4e0a\u3055\u305b\u3001\u3088\u308a\u826f\u3044\u6210\u679c\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>1. \u88fd\u54c1<\/h3>\n<p>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u6587\u8108\u306b\u304a\u3044\u3066\u3001\u300c\u88fd\u54c1\u300d\u3068\u306f\u3001\u9867\u5ba2\u306b\u63d0\u4f9b\u3055\u308c\u308b\u30b5\u30fc\u30d3\u30b9\u3084\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u6307\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30b5\u30fc\u30d3\u30b9\u304c\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u3069\u308c\u3060\u3051\u6e80\u305f\u3057\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3084\u89e3\u6c7a\u7387\u306a\u3069\u306eKPI\u306f\u3001\u88fd\u54c1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5b9a\u671f\u7684\u306b\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u30b1\u30a2\u306eKPI\u306e\u4f8b\u304c\u30e6\u30fc\u30b6\u30fc\u306e\u671f\u5f85\u306b\u6cbf\u3063\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>2. \u4fa1\u683c<\/h3>\n<p>\u300c\u4fa1\u683c\u300d\u306e\u5074\u9762\u306f\u3001\u63d0\u4f9b\u3055\u308c\u308b\u30b5\u30fc\u30d3\u30b9\u306e\u30b3\u30b9\u30c8\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002\u4fa1\u683c\u304c\u9867\u5ba2\u306e\u8a8d\u8b58\u3084\u6e80\u8db3\u5ea6\u306b\u3069\u306e\u3088\u3046\u306b\u5f71\u97ff\u3059\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u5e73\u5747\u30b5\u30fc\u30d3\u30b9\u30b3\u30b9\u30c8\u3084\u9867\u5ba2\u7dad\u6301\u7387\u306a\u3069\u306eKPI\u306f\u3001\u4fa1\u683c\u6226\u7565\u304c\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u306b\u3069\u306e\u3088\u3046\u306b\u5f71\u97ff\u3059\u308b\u304b\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u7814\u7a76\u306b\u3088\u308c\u3070\u3001\u52b9\u679c\u7684\u306a\u4fa1\u683c\u8a2d\u5b9a\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u30ea\u30d4\u30fc\u30c8\u30d3\u30b8\u30cd\u30b9\u3092\u4fc3\u9032\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u306e\u4f8b\u306b\u304a\u3044\u3066\u91cd\u8981\u306a\u8981\u7d20\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3>3. \u5834\u6240<\/h3>\n<p>\u300c\u30d7\u30ec\u30fc\u30b9\u300d\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u304c\u63d0\u4f9b\u3055\u308c\u308b\u30c1\u30e3\u30cd\u30eb\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u306e\u52b9\u679c\u3084\u5fdc\u7b54\u6642\u9593\u306a\u3069\u306eKPI\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u3055\u307e\u3056\u307e\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>4. \u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p>\u300c\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u300d\u8981\u7d20\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u4fa1\u5024\u3092\u4f1d\u3048\u308b\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u3092\u542b\u307f\u307e\u3059\u3002\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7387\u3084\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30b9\u30b3\u30a2\u306a\u3069\u306eKPI\u306f\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u6226\u7565\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6d1e\u5bdf\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30e1\u30c3\u30bb\u30fc\u30b8\u3092\u6d17\u7df4\u3055\u305b\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6539\u5584\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u3088\u308a\u826f\u3044\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3078\u306e4P\u306e\u7d71\u5408<\/h2>\n<p>4P\u3092\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u52b9\u679c\u7684\u306b\u7d71\u5408\u3059\u308b\u305f\u3081\u306b\u3001\u4f01\u696d\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306e\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u30d3\u30e5\u30fc\u3092\u4f5c\u6210\u3059\u308b\u3053\u3068\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3079\u304d\u3067\u3059\u3002\u3053\u308c\u306b\u306f\u6b21\u306e\u3053\u3068\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u660e\u78ba\u306a\u6307\u6a19\u306e\u5b9a\u7fa9:<\/strong> \u5305\u62ec\u7684\u306a\u8ffd\u8de1\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u30014P\u3054\u3068\u306b\u7279\u5b9a\u306eKPI\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9a\u671f\u7684\u306a\u76e3\u8996:<\/strong> \u3053\u308c\u3089\u306eKPI\u3092\u7d99\u7d9a\u7684\u306b\u8a55\u4fa1\u3057\u3066\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c7\u30fc\u30bf\u30d3\u30b8\u30e5\u30a2\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3:<\/strong> KPI\u30c7\u30fc\u30bf\u3092\u8996\u899a\u7684\u306b\u8868\u73fe\u3059\u308b\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u5229\u7528\u3057\u3066\u3001\u89e3\u91c8\u3057\u3084\u3059\u304f\u3001\u884c\u52d5\u3092\u8d77\u3053\u3057\u3084\u3059\u304f\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30eb\u30fc\u30d7:<\/strong> \u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3059\u308b\u30e1\u30ab\u30cb\u30ba\u30e0\u3092\u5b9f\u88c5\u3057\u3066\u3001KPI\u3092\u6d17\u7df4\u3055\u305b\u3001\u95a2\u9023\u6027\u3092\u4fdd\u3064\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>4P\u3092\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u52b9\u679c\u7684\u306b\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u5168\u4f53\u7684\u306a\u6226\u7565\u3092\u5f37\u5316\u3057\u3001\u3088\u308a\u826f\u3044\u9867\u5ba2\u6210\u679c\u3092\u4fc3\u9032\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u30b1\u30a2KPI\u306e\u4f8b\u306b\u3064\u3044\u3066\u306e\u8a73\u7d30\u306f\u3001\u3053\u3061\u3089\u3092\u30c1\u30a7\u30c3\u30af\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae\/\">\u3053\u306e\u30ea\u30bd\u30fc\u30b9<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/customer-support-kpi-examples-417537.jpg\" alt=\"\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\" loading=\"lazy\" title=\"\"><\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e5\u3064\u306e\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u9818\u57df\u3067\u306f\u3001\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\uff08KPI\uff09\u3092\u7406\u89e3\u3057\u8ffd\u8de1\u3059\u308b\u3053\u3068\u304c\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3059\u3079\u3066\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u6ce8\u529b\u3059\u3079\u304d5\u3064\u306e\u91cd\u8981\u306aKPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u3053\u306eKPI\u306f\u3001\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u306e\u3084\u308a\u53d6\u308a\u306b\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u901a\u5e38\u3001\u3084\u308a\u53d6\u308a\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u8a55\u4fa1\u3055\u308c\u3001\u9867\u5ba2\u306f\u4f53\u9a13\u3092\u30b9\u30b1\u30fc\u30eb\u3067\u8a55\u4fa1\u3057\u307e\u3059\u3002\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u306f\u3001\u52b9\u679c\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3068\u9867\u5ba2\u306e\u6e80\u8db3\u3092\u793a\u3057\u307e\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\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u5f37\u3044\u9867\u5ba2\u95a2\u4fc2\u3068\u6e80\u8db3\u5ea6\u3092\u53cd\u6620\u3057\u3001\u4f4e\u3044\u30b9\u30b3\u30a2\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u793a\u3059\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u304c\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u95a2\u9023\u3057\u3066\u304a\u308a\u3001\u52b9\u7387\u6027\u3068\u6ce8\u610f\u6df1\u3055\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593:<\/strong> \u3053\u306eKPI\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\u307e\u3059\u3002\u77ed\u3044\u89e3\u6c7a\u6642\u9593\u306f\u3001\u52b9\u679c\u7684\u306a\u554f\u984c\u89e3\u6c7a\u30d7\u30ed\u30bb\u30b9\u3092\u793a\u3057\u3001\u9867\u5ba2\u306e\u4fe1\u983c\u3068\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b3\u30f3\u30bf\u30af\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0\uff1a<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\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\u307e\u3059\u3002\u554f\u3044\u5408\u308f\u305b\u306e\u91cf\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3084\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306e\u30c8\u30ec\u30f3\u30c9\u3092\u7279\u5b9a\u3057\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30b5\u30fc\u30d3\u30b9\u6539\u5584\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>Messenger Bots\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u4e00\u822c\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u5373\u5ea7\u306b\u5fdc\u7b54\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u3001FRT\u3084\u5168\u4f53\u7684\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u30012025\u5e74\u307e\u3067\u306b85%\u306e\u9867\u5ba2\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u4eba\u9593\u306a\u3057\u3067\u7ba1\u7406\u3055\u308c\u308b\u3053\u3068\u306b\u306a\u308b\u305f\u3081\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b\u81ea\u52d5\u5316\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u91cd\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u30c8\u30c3\u30d75\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u969b\u306b\u306f\u3001\u7279\u5b9a\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u5b9f\u884c\u53ef\u80fd\u306a\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u6539\u5584\u3092\u4fc3\u9032\u3059\u308b\u305f\u3081\u306e\u30c8\u30c3\u30d75\u306eKPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b:<\/strong> \u3053\u308c\u306b\u306f\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3084\u5fe0\u8aa0\u5fc3\u3092\u76f4\u63a5\u53cd\u6620\u3059\u308bCSAT\u3084NPS\u306e\u3088\u3046\u306a\u6307\u6a19\u304c\u542b\u307e\u308c\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u30b1\u30a2KPI\u306e\u4f8b:<\/strong> \u521d\u56de\u5fdc\u7b54\u6642\u9593\u3084\u89e3\u6c7a\u6642\u9593\u306e\u3088\u3046\u306a\u6307\u6a19\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fcKPI\u306e\u4f8b:<\/strong> \u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3084\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u6cbf\u3063\u305fKPI\u3092\u8ffd\u8de1\u3057\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u4fc3\u9032\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>KPI\u306e\u4f8b:<\/strong> \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u5185\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3068\u958b\u767a\u306e\u5206\u91ce\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8:<\/strong> \u3053\u308c\u3089\u306eKPI\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u3088\u308a\u52b9\u7387\u7684\u3067\u5fdc\u7b54\u6027\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u74b0\u5883\u3092\u4f5c\u308a\u51fa\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u5fc5\u305a\u4f7f\u7528\u3059\u3079\u304d4\u3064\u306eKPI\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u5206\u91ce\u3067\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3068\u904b\u7528\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u3068\u3063\u3066\u3001\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u3092\u7406\u89e3\u3057\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u3059\u3079\u3066\u306e\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u5b9f\u65bd\u3059\u3079\u304d4\u3064\u306e\u91cd\u8981\u306aKPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong>\u3053\u306eKPI\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u304c\u9867\u5ba2\u306e\u671f\u5f85\u306b\u3069\u308c\u3060\u3051\u5fdc\u3048\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u306f\u3001\u5fe0\u8aa0\u5fc3\u3068\u4fdd\u6301\u306b\u95a2\u9023\u3057\u3066\u304a\u308a\u3001\u9577\u671f\u7684\u306a\u6210\u529f\u306b\u306f\u4e0d\u53ef\u6b20\u3067\u3059\u3002Net Promoter Score\uff08NPS\uff09\u3084Customer Satisfaction Score\uff08CSAT\uff09\u306a\u3069\u306e\u30c4\u30fc\u30eb\u304c\u3001\u3053\u306e\u6307\u6a19\u3092\u5b9a\u91cf\u5316\u3059\u308b\u305f\u3081\u306b\u4e00\u822c\u7684\u306b\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u4f01\u696d\u306f\u3001\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\u304c\u793a\u3059\u3088\u3046\u306b\u3001\u53ce\u76ca\u6210\u9577\u306b\u304a\u3044\u3066\u7af6\u5408\u4ed6\u793e\u3092\u3057\u3070\u3057\u3070\u4e0a\u56de\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5185\u90e8\u30d7\u30ed\u30bb\u30b9\u306e\u54c1\u8cea<\/strong>: \u3053\u306eKPI\u306f\u3001\u5185\u90e8\u30d7\u30ed\u30bb\u30b9\u306e\u52b9\u7387\u6027\u3068\u52b9\u679c\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u6b20\u9665\u306e\u306a\u3044\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u63d0\u4f9b\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u307e\u3059\u3002Six Sigma\u3084Lean\u624b\u6cd5\u306a\u3069\u306e\u6280\u8853\u306f\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30cf\u30fc\u30d0\u30fc\u30c9\u30fb\u30d3\u30b8\u30cd\u30b9\u30fb\u30ec\u30d3\u30e5\u30fc\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d7\u30ed\u30bb\u30b9\u6539\u5584\u3092\u512a\u5148\u3059\u308b\u7d44\u7e54\u306f\u3001\u91cd\u8981\u306a\u751f\u7523\u6027\u306e\u5411\u4e0a\u3068\u30b3\u30b9\u30c8\u524a\u6e1b\u3092\u9054\u6210\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6<\/strong>: \u3053\u306eKPI\u306f\u3001\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u6e80\u8db3\u5ea6\u306e\u30ec\u30d9\u30eb\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002\u9ad8\u3044\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6\u306f\u3001\u751f\u7523\u6027\u306e\u5411\u4e0a\u3001\u96e2\u8077\u7387\u306e\u4f4e\u4e0b\u3001\u3088\u308a\u826f\u3044\u7d44\u7e54\u6587\u5316\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6307\u6570\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u306f\u3001\u5f93\u696d\u54e1\u306e\u58eb\u6c17\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u30ae\u30e3\u30e9\u30c3\u30d7\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u3042\u308b\u5f93\u696d\u54e1\u3092\u6301\u3064\u4f01\u696d\u306f\u3001202%\u306b\u304a\u3044\u3066\u305d\u3046\u3067\u306a\u3044\u4f01\u696d\u3092\u4e0a\u56de\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u8ca1\u52d9\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19<\/strong>: \u3053\u306eKPI\u306f\u3001\u53ce\u76ca\u6210\u9577\u3001\u5229\u76ca\u7387\u3001\u6295\u8cc7\u53ce\u76ca\u7387\uff08ROI\uff09\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u8ca1\u52d9\u6307\u6a19\u3092\u542b\u307f\u307e\u3059\u3002\u7d44\u7e54\u306e\u8ca1\u52d9\u72b6\u6cc1\u3092\u5305\u62ec\u7684\u306b\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5b9a\u671f\u7684\u306a\u8ca1\u52d9\u5206\u6790\u3068\u696d\u754c\u57fa\u6e96\u306b\u5bfe\u3059\u308b\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u306f\u3001\u7af6\u4e89\u529b\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u30c7\u30ed\u30a4\u30c8\u306b\u3088\u308b\u3068\u3001\u8ca1\u52d9KPI\u3092\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u6210\u9577\u3092\u4fc3\u9032\u3059\u308b\u305f\u3081\u306e\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u6226\u7565\u7684\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u3068\u3063\u3066\u306e\u91cd\u8981\u306aKPI<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u7279\u5b9a\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3068\u9867\u5ba2\u4f53\u9a13\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u7279\u306b\u95a2\u9023\u6027\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u3092\u4ee5\u4e0b\u306b\u793a\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong>: \u3053\u308c\u306f\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>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u984c\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u9ad8\u3044\u89e3\u6c7a\u7387\u306f\u3001\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u52aa\u529b\u30b9\u30b3\u30a2\u304c\u4f4e\u3044\u307b\u3069\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0<\/strong>: \u53d7\u4fe1\u3059\u308b\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u4f5c\u696d\u8ca0\u8377\u3084\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u306e\u30cb\u30fc\u30ba\u3092\u7406\u89e3\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u3092\u7ba1\u7406\u6163\u884c\u306b\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u7d99\u7d9a\u7684\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u307f\u3001\u30c1\u30fc\u30e0\u3092\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2KPI\u306e\u4f8b\u306b\u3064\u3044\u3066\u306e\u8a73\u7d30\u306f\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e6%9c%80%e9%81%a9%e3%81%aa%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e6%88%90%e5%8a%9f%e3%81%ae%e3%81%9f%e3%82%81%e3%81%ae\/\">\u3053\u306e\u30ea\u30bd\u30fc\u30b9<\/a>.<\/p>\n<h2>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6700\u9069\u5316\u3059\u308b\u306b\u306f\u3001\u52b9\u679c\u7684\u306aKPI\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u696d\u52d9\u306e\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u4fdd\u6301\u3092\u5411\u4e0a\u3055\u305b\u308b\u306e\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u6226\u7565\u3092\u4ee5\u4e0b\u306b\u793a\u3057\u307e\u3059\u3002<\/p>\n<h3>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u305f\u3081\u306e\u52b9\u679c\u7684\u306aKPI\u6226\u7565<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u6700\u9ad8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u767a\u63ee\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u52b9\u679c\u7684\u306aKPI\u6226\u7565\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ul>\n<li><strong>\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u7387 (FCR):<\/strong> \u3053\u306eKPI\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\u306f\u3001\u52b9\u7387\u6027\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09\uff1a<\/strong> \u3053\u306e\u6307\u6a19\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\u307e\u3059\u3002\u901a\u8a71\u6642\u9593\u3068\u4fdd\u7559\u6642\u9593\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u3053\u308c\u306f\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\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u306f\u3001\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u30a2\u30b0\u30ea\u30fc\u30e1\u30f3\u30c8 (SLA) \u306e\u9075\u5b88:<\/strong> \u3053\u306eKPI\u306f\u3001\u30b3\u30fc\u30eb\u304c\u4e88\u3081\u5b9a\u3081\u3089\u308c\u305f\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3055\u308c\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u8a55\u4fa1\u3057\u3001\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u78ba\u4fdd\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u96e2\u8077\u7387:<\/strong> \u3053\u306eKPI\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u5185\u306e\u5b9a\u7740\u554f\u984c\u3092\u7279\u5b9a\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3084\u9867\u5ba2\u4f53\u9a13\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3068\u958b\u767a\u306e\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u306e\u6d3b\u7528<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u3092\u52b9\u679c\u7684\u306b\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3057\u3001\u958b\u767a\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u5305\u62ec\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u975e\u5e38\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u306e\u6587\u66f8\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u308b\u3079\u304d\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u8a73\u7d30\u306aKPI\u5b9a\u7fa9:<\/strong> \u9867\u5ba2\u30b1\u30a2KPI\u306e\u4f8b\u306a\u3069\u3001\u5404KPI\u306e\u660e\u78ba\u306a\u8aac\u660e\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u81ea\u5206\u306b\u671f\u5f85\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u30c7\u30fc\u30bf:<\/strong> \u696d\u754c\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u81ea\u5206\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u7af6\u5408\u3068\u3069\u306e\u3088\u3046\u306b\u6bd4\u8f03\u3055\u308c\u308b\u304b\u3092\u78ba\u8a8d\u3067\u304d\u3001\u6539\u5584\u3078\u306e\u52d5\u6a5f\u4ed8\u3051\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9f\u7528\u7684\u306a\u6d1e\u5bdf:<\/strong> \u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5411\u4e0a\u3055\u305b\u3001\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u305f\u3081\u306e\u30c6\u30af\u30cb\u30c3\u30af\u306a\u3069\u3001KPI\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u6226\u7565\u3092\u542b\u3081\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u5b9a\u671f\u7684\u306a\u66f4\u65b0:<\/strong> PDF\u304c\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30c8\u30ec\u30f3\u30c9\u3084\u671f\u5f85\u306e\u5909\u5316\u3092\u53cd\u6620\u3059\u308b\u3088\u3046\u5b9a\u671f\u7684\u306b\u66f4\u65b0\u3055\u308c\u3001\u30c1\u30fc\u30e0\u304c\u60c5\u5831\u3092\u5f97\u3089\u308c\u308b\u3088\u3046\u306b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/customer-support-kpi-examples-essential-metrics-to-elevate-customer-satisfaction-and-performance\/\" data-essbisPostTitle=\"Customer Support KPI Examples: Essential Metrics to Elevate Customer Satisfaction and Performance\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding customer support KPI examples is essential for driving customer satisfaction and improving overall performance. Key metrics such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) provide valuable insights into customer loyalty and service effectiveness. Implementing KPIs like First Response Time and Resolution Rate can significantly enhance the efficiency of customer support teams. Utilizing the 4 P&#8217;s of KPI\u2014Product, Price, Place, and Promotion\u2014helps organizations evaluate performance comprehensively. Regular monitoring of KPIs allows for informed decision-making, ensuring that customer support strategies align with business goals. In today&#8217;s fast-paced business environment, understanding and implementing effective customer support KPI examples is crucial for enhancing customer satisfaction and driving performance. 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