{"id":257491,"date":"2025-09-29T02:13:58","date_gmt":"2025-09-29T09:13:58","guid":{"rendered":"https:\/\/messengerbot.app\/essential-support-kpis-defining-key-metrics-for-technical-and-customer-service-success\/"},"modified":"2025-09-29T02:13:58","modified_gmt":"2025-09-29T09:13:58","slug":"%e9%87%8d%e8%a6%81%e3%81%aa%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88kpi-%e6%8a%80%e8%a1%93%e3%81%8a%e3%82%88%e3%81%b3%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/essential-support-kpis-defining-key-metrics-for-technical-and-customer-service-success\/","title":{"rendered":"\u91cd\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI: \u6280\u8853\u7684\u304a\u3088\u3073\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u6210\u529f\u306e\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u3092\u5b9a\u7fa9\u3059\u308b"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/essential-support-kpis-defining-key-metrics-for-technical-and-customer-service-success\/\" data-essbisposttitle=\"Essential Support KPIs: Defining Key Metrics for Technical and Customer Service Success\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li><strong>\u30b5\u30dd\u30fc\u30c8KPI\u306f\u91cd\u8981\u3067\u3059:<\/strong> \u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3068\u904b\u7528\u52b9\u7387\u3092\u6e2c\u5b9a\u3057\u3001\u6280\u8853\u7684\u304a\u3088\u3073\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u6210\u529f\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u8ffd\u8de1\u3059\u3079\u304d\u4e3b\u306aKPI:<\/strong> \u6700\u9069\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u305f\u3081\u306b\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3001\u89e3\u6c7a\u6642\u9593\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09\u3001\u304a\u3088\u3073\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u306a\u3069\u306e\u91cd\u8981\u306a\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u307e\u3059\u3002<\/li>\n<li><strong>\u7d99\u7d9a\u7684\u6539\u5584:<\/strong> \u30b5\u30dd\u30fc\u30c8KPI\u3092\u5b9a\u671f\u7684\u306b\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>KPI\u3092\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b:<\/strong> \u7d44\u7e54\u306e\u76ee\u6a19\u306b\u5408\u81f4\u3057\u305fKPI\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u5168\u4f53\u7684\u306a\u6210\u529f\u306b\u52b9\u679c\u7684\u306b\u8ca2\u732e\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3059\u308b:<\/strong> Messenger Bots\u306a\u3069\u306e\u30c4\u30fc\u30eb\u3092\u5229\u7528\u3057\u3066\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u52b9\u7387\u5316\u3057\u3001\u5fdc\u7b54\u6642\u9593\u3092\u6539\u5584\u3057\u3001\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u306b\u76f4\u63a5\u5f71\u97ff\u3092\u4e0e\u3048\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\u7406\u89e3\u3057\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 <strong>\u30b5\u30dd\u30fc\u30c8KPI<\/strong> \u306f\u3001\u6280\u8853\u7684\u304a\u3088\u3073\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u6210\u529f\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5b9a\u7fa9\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u8aac\u660e\u3057\u3001\u4f55\u304c <a href=\"#what-is-kpi-for-support-service\">\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306eKPI<\/a>\u3092\u69cb\u6210\u3059\u308b\u306e\u304b\u306b\u3064\u3044\u3066\u306e\u5305\u62ec\u7684\u306a\u6982\u8981\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002 <strong>\u30b5\u30dd\u30fc\u30c8KPI<\/strong> \u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u4e0a\u3067\u306e\u91cd\u8981\u6027\u306b\u3064\u3044\u3066\u63a2\u6c42\u3057\u3001\u3055\u307e\u3056\u307e\u306a\u6587\u8108\u3067\u6700\u3082\u91cd\u8981\u306a5\u3064\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u3092\u5f37\u8abf\u3057\u307e\u3059\u3002\u3055\u3089\u306b\u3001 <a href=\"#the-four-main-kpis\">\u3059\u3079\u3066\u306e\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u8ffd\u8de1\u3059\u3079\u304d4\u3064\u306e\u4e3b\u8981KPI<\/a> \u3068\u3001\u6307\u6a19\u3092\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306e <a href=\"#the-4-ps-of-kpi\">KPI\u306e4P<\/a> \u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306b\u3064\u3044\u3066\u3082\u8b70\u8ad6\u3057\u307e\u3059\u3002\u52b9\u679c\u7684\u306a <strong>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8KPI<\/strong> \u3092\u8a2d\u5b9a\u3057\u305f\u308a\u3001\u3042\u306a\u305f\u306e <strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI<\/strong>\u3092\u6539\u5584\u3057\u305f\u308a\u3059\u308b\u3053\u3068\u3092\u76ee\u6307\u3057\u3066\u3044\u308b\u5834\u5408\u3067\u3082\u3001\u3053\u306e\u8a18\u4e8b\u306f\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306b\u304a\u3051\u308b\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3068\u6210\u529f\u306b\u5fc5\u8981\u306a\u6d1e\u5bdf\u3068\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<h2>\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7406\u89e3\uff1a\u5305\u62ec\u7684\u306a\u6982\u8981<\/h2>\n<h3>\u30b5\u30dd\u30fc\u30c8KPI\u306e\u5b9a\u7fa9\u3068\u305d\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u305d\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3057\u3001\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u904b\u55b6\u52b9\u7387\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u30b5\u30dd\u30fc\u30c8KPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u3092\u6700\u9069\u5316\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6e2c\u5b9a\u306b\u304a\u3051\u308bKPI\u306e\u5f79\u5272<\/h3>\n<p>\u3059\u3079\u3066\u306e\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u8ffd\u8de1\u3059\u3079\u304d\u91cd\u8981\u306aKPI\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\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\u3002FRT\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\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\u8ffd\u8de1\u3057\u307e\u3059\u3002\u89e3\u6c7a\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u4f53\u9a13\u3068\u5fe0\u8aa0\u5fc3\u304c\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306e\u30b9\u30b3\u30a2\u306f\u3001\u901a\u5e38\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u305f\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u304b\u3089\u5c0e\u304d\u51fa\u3055\u308c\u307e\u3059\u3002CSAT\u304c\u9ad8\u3044\u307b\u3069\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u304c\u826f\u3044\u3053\u3068\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\u3042\u306a\u305f\u306e\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\u3001\u5f37\u3044\u9867\u5ba2\u95a2\u4fc2\u3092\u793a\u5506\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\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306f\u4f5c\u696d\u8ca0\u8377\u3068\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u7a3c\u50cd\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u52e4\u52d9\u6642\u9593\u4e2d\u306b\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3055\u308c\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30cb\u30fc\u30ba\u306e\u7279\u5b9a\u3084\u30b9\u30bf\u30c3\u30d5\u306e\u6700\u9069\u5316\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5fc5\u8981\u3068\u3059\u308b\u30c1\u30b1\u30c3\u30c8\u306e\u5272\u5408\u3092\u793a\u3057\u307e\u3059\u3002\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u304c\u9ad8\u3044\u5834\u5408\u3001\u521d\u671f\u30b5\u30dd\u30fc\u30c8\u306e\u8cea\u306b\u554f\u984c\u304c\u3042\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong>: CES\u306f\u3001\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u52b4\u529b\u30b9\u30b3\u30a2\u304c\u4f4e\u3044\u307b\u3069\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u5229\u7528<\/strong>: FAQ\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306a\u3069\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u9867\u5ba2\u304c\u3069\u308c\u3060\u3051\u5229\u7528\u3057\u3066\u3044\u308b\u304b\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u3053\u308c\u3089\u306e\u30ea\u30bd\u30fc\u30b9\u306e\u52b9\u679c\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u7d04\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u5185\u306b\u30b5\u30fc\u30d3\u30b9\u306e\u5229\u7528\u3092\u505c\u6b62\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u89e3\u7d04\u7387\u304c\u4f4e\u3044\u3053\u3068\u306f\u3001\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3068\u9867\u5ba2\u7dad\u6301\u6226\u7565\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u5b9a\u671f\u7684\u306b\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5fae\u8abf\u6574\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3088\u308a\u6df1\u304f\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u5408\u7406\u5316\u3057\u3001\u8fc5\u901f\u306a\u5bfe\u5fdc\u3068\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u5411\u4e0a\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306b\u95a2\u3059\u308b\u3055\u3089\u306a\u308b\u6d1e\u5bdf\u306b\u3064\u3044\u3066\u306f\u3001 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u3084\u696d\u754c\u306e\u7814\u7a76\u5831\u544a\u66f8\u306a\u3069\u306e\u6a29\u5a01\u3042\u308b\u60c5\u5831\u6e90\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/support-kpis-332162.jpg\" alt=\"\u30b5\u30dd\u30fc\u30c8KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7406\u89e3\uff1a\u5305\u62ec\u7684\u306a\u6982\u8981<\/h2>\n<p>\u30b5\u30dd\u30fc\u30c8KPI\u306f\u3001\u7d44\u7e54\u304c\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u5b9a\u7fa9\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u3066\u3001\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002\u30b5\u30dd\u30fc\u30c8KPI\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u696d\u52d9\u52b9\u7387\u3092\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8KPI\u306e\u5b9a\u7fa9\u3068\u305d\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u4f01\u696d\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\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u6587\u8108\u3067\u306f\u3001KPI\u306f\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u9867\u5ba2\u306b\u63d0\u4f9b\u3055\u308c\u308b\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u8ffd\u8de1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u3055\u307e\u3056\u307e\u306a\u5206\u91ce\u306b\u304a\u3051\u308bKPI\u306e5\u3064\u306e\u4e3b\u8981\u306a\u4f8b\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u8ca1\u52d9KPI<\/strong>: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u7d44\u7e54\u306e\u8ca1\u52d9\u72b6\u6cc1\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u4e00\u822c\u7684\u306a\u4f8b\u306b\u306f\u6b21\u306e\u3082\u306e\u304c\u3042\u308a\u307e\u3059:\n<ul>\n<li><strong>\u7d14\u5229\u76ca\u7387<\/strong>: \u3059\u3079\u3066\u306e\u8cbb\u7528\u304c\u5dee\u3057\u5f15\u304b\u308c\u305f\u5f8c\u306b\u6b8b\u308b\u5229\u76ca\u306e\u5272\u5408\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u6295\u8cc7\u53ce\u76ca\u7387 (ROI)<\/strong>: \u6295\u8cc7\u30b3\u30b9\u30c8\u306b\u5bfe\u3057\u3066\u751f\u6210\u3055\u308c\u305f\u5229\u76ca\u307e\u305f\u306f\u640d\u5931\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI<\/strong>: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u7387\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u4e3b\u8981\u306a\u4f8b\u306b\u306f\u6b21\u306e\u3082\u306e\u304c\u3042\u308a\u307e\u3059:\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u901a\u5e38\u3001\u8abf\u67fb\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u76f4\u63a5\u7684\u306a\u6e2c\u5b9a\u5024\u3067\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: \u9867\u5ba2\u304c\u305d\u306e\u4f01\u696d\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<\/ul>\n<\/li>\n<li><strong>\u30d7\u30ed\u30bb\u30b9KPI<\/strong>: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u5185\u90e8\u30d7\u30ed\u30bb\u30b9\u306e\u52b9\u7387\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u4f8b\u3068\u3057\u3066\u306f:\n<ul>\n<li><strong>\u30b5\u30a4\u30af\u30eb\u30bf\u30a4\u30e0<\/strong>: \u30d7\u30ed\u30bb\u30b9\u306e\u958b\u59cb\u304b\u3089\u7d42\u4e86\u307e\u3067\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30e9\u30fc\u30ec\u30fc\u30c8<\/strong>: \u30d7\u30ed\u30bb\u30b9\u5185\u306e\u30a8\u30e9\u30fc\u306e\u983b\u5ea6\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u55b6\u696dKPI<\/strong>: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u8ca9\u58f2\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u52b9\u679c\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u91cd\u8981\u306a\u4f8b\u3068\u3057\u3066\u306f:\n<ul>\n<li><strong>\u55b6\u696d\u6210\u9577<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u306b\u304a\u3051\u308b\u58f2\u4e0a\u306e\u5897\u52a0\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8\uff08CAC\uff09<\/strong>: \u65b0\u3057\u3044\u9867\u5ba2\u3092\u7372\u5f97\u3059\u308b\u305f\u3081\u306e\u7dcf\u30b3\u30b9\u30c8\u3092\u8a08\u7b97\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0KPI<\/strong>: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u4e3b\u306a\u4f8b\u3068\u3057\u3066\u306f:\n<ul>\n<li><strong>\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387<\/strong>: \u5e0c\u671b\u3059\u308b\u884c\u52d5\u3092\u53d6\u308b\u8a2a\u554f\u8005\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6295\u8cc7\u53ce\u76ca\u7387 (ROMI)<\/strong>: \u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u304b\u3089\u5f97\u3089\u308c\u305f\u53ce\u76ca\u3092\u767a\u751f\u3057\u305f\u30b3\u30b9\u30c8\u306b\u5bfe\u3057\u3066\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u52b9\u679c\u7684\u306b\u5b9f\u65bd\u304a\u3088\u3073\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u6301\u7d9a\u7684\u306a\u6210\u9577\u3068\u6210\u529f\u306e\u305f\u3081\u306b\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u3092\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u8a73\u3057\u3044\u60c5\u5831\u306b\u3064\u3044\u3066\u306f\u3001 <a href=\"https:\/\/www.salesforce.com\" target=\"_blank\" rel=\"noopener\">Salesforce<\/a> \u3084 <a href=\"https:\/\/www.hubspot.com\" target=\"_blank\" rel=\"noopener\">HubSpot<\/a>, KPI\u306e\u958b\u767a\u3068\u9069\u7528\u306b\u95a2\u3059\u308b\u8a73\u7d30\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u30ea\u30bd\u30fc\u30b9\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6e2c\u5b9a\u306b\u304a\u3051\u308bKPI\u306e\u5f79\u5272<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306eKPI\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u4e0a\u3067\u3082\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong>: \u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593<\/strong>: \u9867\u5ba2\u306e\u554f\u984c\u304c\u5831\u544a\u3055\u308c\u3066\u304b\u3089\u89e3\u6c7a\u3055\u308c\u308b\u307e\u3067\u306e\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\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\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7dad\u6301\u7387<\/strong>: \u6642\u9593\u306e\u7d4c\u904e\u3068\u3068\u3082\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u7d99\u7d9a\u3057\u3066\u5229\u7528\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3092\u6e2c\u5b9a\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\/support-kpis-template\/\">\u30b5\u30dd\u30fc\u30c8KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u8ffd\u8de1\u30d7\u30ed\u30bb\u30b9\u3092\u5408\u7406\u5316\u3057\u3001\u3059\u3079\u3066\u306e\u95a2\u9023\u6307\u6a19\u304c\u52b9\u679c\u7684\u306b\u76e3\u8996\u3055\u308c\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6539\u5584\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>4\u3064\u306e\u4e3b\u8981KPI\uff1a\u6210\u529f\u306e\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19<\/h2>\n<p>4\u3064\u306e\u4e3b\u8981\u306a\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u6210\u529f\u3092\u4fc3\u9032\u3057\u3088\u3046\u3068\u3059\u308b\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u306f\u3001\u7d44\u7e54\u304c\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u4e0a\u3067\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002\u7d44\u7e54\u304c\u901a\u5e38\u6ce8\u76ee\u3059\u308b4\u3064\u306e\u4e3b\u8981KPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ol>\n<li><strong>\u53ce\u76ca\u6210\u9577\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u306b\u304a\u3051\u308b\u4f01\u696d\u306e\u58f2\u4e0a\u306e\u5897\u52a0\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u8ca9\u58f2\u6226\u7565\u306e\u52b9\u679c\u3068\u5168\u4f53\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u306e\u5065\u5eb7\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\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\u4e00\u8cab\u3057\u305f\u53ce\u76ca\u6210\u9577\u306f\u3001\u4f01\u696d\u306e\u9577\u671f\u7684\u306a\u5b58\u7d9a\u53ef\u80fd\u6027\u306e\u5f37\u3044\u6307\u6a19\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8\uff08CAC\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u65b0\u3057\u3044\u9867\u5ba2\u3092\u7372\u5f97\u3059\u308b\u305f\u3081\u306e\u7dcf\u30b3\u30b9\u30c8\u3092\u8a08\u7b97\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u8cbb\u7528\u3001\u55b6\u696d\u30c1\u30fc\u30e0\u306e\u30b3\u30b9\u30c8\u3001\u304a\u3088\u3073\u305d\u306e\u4ed6\u306e\u95a2\u9023\u652f\u51fa\u304c\u542b\u307e\u308c\u307e\u3059\u3002CAC\u304c\u4f4e\u3044\u307b\u3069\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u304a\u3088\u3073\u55b6\u696d\u30d7\u30ed\u30bb\u30b9\u304c\u3088\u308a\u52b9\u7387\u7684\u3067\u3042\u308b\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002HubSpot\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001CAC\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6226\u7565\u3092\u6700\u9069\u5316\u3057\u3001\u53ce\u76ca\u6027\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u751f\u6daf\u4fa1\u5024 (CLV)<\/strong>: CLV\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u304c\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u901a\u3058\u3066\u671f\u5f85\u3067\u304d\u308b\u7dcf\u53ce\u76ca\u3092\u63a8\u5b9a\u3057\u307e\u3059\u3002\u3053\u306eKPI\u306f\u3001\u4f01\u696d\u304c\u9867\u5ba2\u3092\u7372\u5f97\u3057\u3001\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u3069\u308c\u3060\u3051\u6295\u8cc7\u3059\u3079\u304d\u304b\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30de\u30c3\u30ad\u30f3\u30bc\u30fc\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001CLV\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3057\u7ba1\u7406\u3059\u308b\u4f01\u696d\u306f\u3001\u53ce\u76ca\u3092\u6700\u592730%\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\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\u4f01\u696d\u306e\u88fd\u54c1\u3084\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\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u306eKPI\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3042\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u3084\u88fd\u54c1\u306e\u6539\u5584\u3092\u5c0e\u304f\u3053\u3068\u304c\u3067\u304d\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\u3001\u53ce\u76ca\u6210\u9577\u306e\u9762\u3067\u7af6\u5408\u4ed6\u793e\u3092\u4e0a\u56de\u308b\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u5b9a\u671f\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u5206\u6790\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u610f\u601d\u6c7a\u5b9a\u3084\u6226\u7565\u7684\u8a08\u753b\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3084\u7af6\u4e89\u512a\u4f4d\u6027\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u7570\u306a\u308b\u6587\u8108\u306b\u304a\u3051\u308b\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u306e\u63a2\u6c42<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8KPI\u306f\u3001\u9069\u7528\u3055\u308c\u308b\u6587\u8108\u306b\u3088\u3063\u3066\u5927\u304d\u304f\u7570\u306a\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u6280\u8853\u30b5\u30dd\u30fc\u30c8KPI\u306f\u89e3\u6c7a\u6642\u9593\u3084\u30c1\u30b1\u30c3\u30c8\u6570\u306b\u91cd\u70b9\u3092\u7f6e\u304f\u3053\u3068\u304c\u591a\u3044\u4e00\u65b9\u3067\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u7dad\u6301\u7387\u3092\u5f37\u8abf\u3059\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u4ee5\u4e0b\u306f\u3001\u7570\u306a\u308b\u6587\u8108\u306b\u5408\u308f\u305b\u305f\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u6280\u8853\u30b5\u30dd\u30fc\u30c8KPI<\/strong>: \u5e73\u5747\u89e3\u6c7a\u6642\u9593\u3084\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387\u306a\u3069\u306e\u6307\u6a19\u306f\u3001\u6280\u8853\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u4e0a\u3067\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u55b6\u696d\u30b5\u30dd\u30fc\u30c8KPI<\/strong>: \u3053\u308c\u306b\u306f\u3001\u30ea\u30fc\u30c9\u8ee2\u63db\u7387\u3084\u554f\u3044\u5408\u308f\u305b\u3078\u306e\u5fdc\u7b54\u6642\u9593\u304c\u542b\u307e\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u3001\u3053\u308c\u306f\u55b6\u696d\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/li>\n<li><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI<\/strong>: \u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3084\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u7387\u306a\u3069\u306e\u6307\u6a19\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306e\u5168\u4f53\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8KPI<\/strong>: \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u30e6\u30fc\u30b6\u30fc\u306b\u6700\u9069\u306b\u6a5f\u80fd\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u3001\u7a3c\u50cd\u6642\u9593\u3084\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u5fdc\u7b54\u6642\u9593\u306a\u3069\u306e\u6307\u6a19\u306b\u6ce8\u76ee\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<\/ul>\n<p>: \u5404\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306b\u95a2\u9023\u3059\u308b\u7279\u5b9a\u306eKPI\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u72ec\u81ea\u306e\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u6226\u7565\u3092\u8abf\u6574\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30c1\u30fc\u30e0\u306b\u9069\u3057\u305fKPI\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u306e\u9078\u3073\u65b9<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306b\u9069\u5207\u306aKPI\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u9069\u5207\u306a\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u3092\u9078\u3076\u969b\u306b\u8003\u616e\u3059\u3079\u304d\u30b9\u30c6\u30c3\u30d7\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ol>\n<li><strong>\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b<\/strong>: \u9078\u629e\u3059\u308bKPI\u304c\u5168\u4f53\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u4e00\u81f4\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u305f\u3068\u3048\u3070\u3001\u9867\u5ba2\u6e80\u8db3\u304c\u512a\u5148\u4e8b\u9805\u3067\u3042\u308b\u5834\u5408\u306f\u3001NPS\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u306a\u3069\u306e\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u30c1\u30fc\u30e0\u306e\u80fd\u529b\u3092\u8003\u616e\u3059\u308b<\/strong>: \u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u80fd\u529b\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30c1\u30fc\u30e0\u306e\u30ea\u30bd\u30fc\u30b9\u3068\u30b9\u30ad\u30eb\u306b\u57fa\u3065\u3044\u3066\u3001\u73fe\u5b9f\u7684\u3067\u9054\u6210\u53ef\u80fd\u306aKPI\u3092\u9078\u629e\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u3092\u5dfb\u304d\u8fbc\u3080<\/strong>: KPI\u9078\u5b9a\u30d7\u30ed\u30bb\u30b9\u306b\u30c1\u30fc\u30e0\u30e1\u30f3\u30d0\u30fc\u3084\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u3092\u95a2\u4e0e\u3055\u305b\u307e\u3059\u3002\u5f7c\u3089\u306e\u6d1e\u5bdf\u306f\u3001\u7279\u5b9a\u306e\u6587\u8108\u306b\u6700\u3082\u95a2\u9023\u3059\u308b\u6307\u6a19\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3057\u8abf\u6574\u3059\u308b<\/strong>: KPI\u306f\u9759\u7684\u3067\u3042\u3063\u3066\u306f\u306a\u308a\u307e\u305b\u3093\u3002\u9078\u629e\u3057\u305f\u6307\u6a19\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u57fa\u3065\u3044\u3066\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u8abf\u6574\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<\/ol>\n<p>\u30b5\u30dd\u30fc\u30c8KPI\u3092\u614e\u91cd\u306b\u9078\u629e\u3057\u3001\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b\u3053\u3068\u3067\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u4fc3\u9032\u3057\u3001\u7d44\u7e54\u306e\u6226\u7565\u7684\u76ee\u6a19\u306b\u6cbf\u3063\u305f\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>KPI\u306e4P\uff1a\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af<\/h2>\n<p>KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u306e4P\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u7d44\u7e54\u5185\u306e\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8a55\u4fa1\u3092\u52a9\u3051\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u3088\u308a\u5e83\u3044\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u5f79\u5272\u3082\u679c\u305f\u3057\u307e\u3059\u30024P\u306b\u306f\u3001\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u304c\u542b\u307e\u308c\u3001\u305d\u308c\u305e\u308c\u304c\u30b5\u30dd\u30fc\u30c8KPI\u3092\u5f62\u6210\u3059\u308b\u4e0a\u3067\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8KPI\u306b\u304a\u3051\u308b4P\u306e\u5b9f\u7528\u7684\u306a\u5fdc\u7528<\/h3>\n<p>KPI\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306b4P\u3092\u9069\u7528\u3059\u308b\u969b\u306f\u3001\u4ee5\u4e0b\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ul>\n<li><strong>\u88fd\u54c1:<\/strong> \u30b5\u30dd\u30fc\u30c8\u306e\u6587\u8108\u3067\u306f\u3001\u3053\u308c\u306f\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\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u306b\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3001\u89e3\u6c7a\u6642\u9593\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u51e6\u7406\u306e\u52b9\u679c\u306a\u3069\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5206\u6790\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<li><strong>\u4fa1\u683c:<\/strong> \u4fa1\u683c\u8a2d\u5b9a\u306f\u30b5\u30dd\u30fc\u30c8\u306b\u76f4\u63a5\u95a2\u9023\u3057\u306a\u3044\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u304c\u3001\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u30b3\u30b9\u30c8\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u91cd\u8981\u3067\u3059\u3002\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u7387\u3001\u30b5\u30dd\u30fc\u30c8\u65bd\u7b56\u306e\u6295\u8cc7\u53ce\u76ca\u7387\uff08ROI\uff09\u306a\u3069\u306eKPI\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u8ca1\u52d9\u7684\u5f71\u97ff\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5834\u6240:<\/strong> \u3053\u306e\u5074\u9762\u306f\u3001\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\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\uff08\u4f8b\uff1a\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8KPI\u3001\u30e1\u30fc\u30eb\u5fdc\u7b54\u6642\u9593\uff09\u3084\u9867\u5ba2\u306e\u30a2\u30af\u30bb\u30b9\u53ef\u80fd\u6027\u306a\u3069\u306e\u6307\u6a19\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u306e\u30b5\u30dd\u30fc\u30c8\u63d0\u4f9b\u3092\u6700\u9069\u5316\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3:<\/strong> \u3053\u308c\u306f\u3001\u9867\u5ba2\u306b\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u77e5\u3089\u305b\u308b\u305f\u3081\u306b\u4f7f\u7528\u3055\u308c\u308b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u6226\u7565\u3092\u542b\u307f\u307e\u3059\u3002\u30b5\u30dd\u30fc\u30c8\u95a2\u9023\u30b3\u30f3\u30c6\u30f3\u30c4\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7387\u3084\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u6d3b\u52d5\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306a\u3069\u306eKPI\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u65b9\u6cd5\u306e\u6539\u5584\u3092\u5c0e\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u30b5\u30dd\u30fc\u30c8KPI\u306e\u6574\u5408\u6027<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8KPI\u3092\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u52b9\u679c\u7684\u306b\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306b\u3001\u7d44\u7e54\u306f:<\/p>\n<ul>\n<li>\u4e3b\u8981\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u7279\u5b9a\u3057\u3001\u30b5\u30dd\u30fc\u30c8KPI\u304c\u3053\u308c\u3089\u306e\u76ee\u6a19\u3092\u53cd\u6620\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u304c\u9867\u5ba2\u7dad\u6301\u306e\u5411\u4e0a\u3067\u3042\u308b\u5834\u5408\u3001\u8ffd\u8de1\u3059\u3079\u304d\u95a2\u9023\u3059\u308b\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306b\u306f\u3001\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u304c\u542b\u307e\u308c\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002<\/li>\n<li>\u7121\u6599\u306e <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\/\">\u30b5\u30dd\u30fc\u30c8KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u7570\u306a\u308b\u30c1\u30fc\u30e0\u9593\u3067\u306e\u6e2c\u5b9a\u3092\u6a19\u6e96\u5316\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u8ffd\u8de1\u306e\u4e00\u8cab\u6027\u3068\u660e\u78ba\u3055\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u3002<\/li>\n<li>\u9032\u5316\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u3084\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u57fa\u3065\u3044\u3066KPI\u3092\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3057\u3001\u8abf\u6574\u3059\u308b\u3053\u3068\u3002\u3053\u306e\u9069\u5fdc\u6027\u306b\u3088\u308a\u3001\u30b5\u30dd\u30fc\u30c8\u30e1\u30c8\u30ea\u30c3\u30af\u304c\u95a2\u9023\u6027\u3092\u6301\u3061\u3001\u5f71\u97ff\u529b\u3092\u6301\u3061\u7d9a\u3051\u308b\u3053\u3068\u304c\u4fdd\u8a3c\u3055\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/support-kpis-322955.jpg\" alt=\"\u30b5\u30dd\u30fc\u30c8KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u52b9\u679c\u7684\u306aKPI\u306e\u8a2d\u5b9a<\/h2>\n<p>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u52b9\u679c\u7684\u306a\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u3092\u78ba\u7acb\u3059\u308b\u3053\u3068\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u904b\u7528\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u9069\u5207\u306a\u30e1\u30c8\u30ea\u30c3\u30af\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u6574\u5408\u3057\u3001\u5353\u8d8a\u3057\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3>\u8003\u616e\u3059\u3079\u304d\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/h3>\n<p>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306eKPI\u3092\u5b9a\u7fa9\u3059\u308b\u969b\u306b\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u53ef\u80fd\u6027\u306e\u3042\u308b\u4ee5\u4e0b\u306e\u4f8b\u3092\u8003\u616e\u3057\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ul>\n<li><strong>\u5e73\u5747\u5fdc\u7b54\u6642\u9593:<\/strong> \u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u3069\u308c\u3060\u3051\u8fc5\u901f\u306b\u5bfe\u5fdc\u3059\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u77ed\u3044\u5fdc\u7b54\u6642\u9593\u306f\u3001\u3057\u3070\u3057\u3070\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u76f8\u95a2\u3057\u307e\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\u554f\u984c\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u52b9\u7387\u6027\u3068\u52b9\u679c\u6027\u306e\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u30b5\u30dd\u30fc\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u63d0\u4f9b\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u306b\u76f4\u63a5\u7684\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\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\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3057\u307e\u3059\u3002\u30c1\u30b1\u30c3\u30c8\u306e\u91cf\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3084\u4f5c\u696d\u8ca0\u8377\u306e\u7ba1\u7406\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u5e73\u5747\u51e6\u7406\u6642\u9593:<\/strong> \u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8a08\u7b97\u3057\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u306e\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u6280\u8853\u30b5\u30dd\u30fc\u30c8KPI\u3092\u5b9a\u7fa9\u3059\u308b\u305f\u3081\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9<\/h3>\n<p>\u6280\u8853\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306eKPI\u3092\u52b9\u679c\u7684\u306b\u5b9f\u88c5\u3059\u308b\u305f\u3081\u306b\u3001\u4ee5\u4e0b\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u306b\u5f93\u3063\u3066\u304f\u3060\u3055\u3044:<\/p>\n<ul>\n<li><strong>\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u6574\u5408\u3055\u305b\u308b:<\/strong> \u5404KPI\u304c\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3084\u904b\u7528\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u306a\u3069\u3001\u5168\u4f53\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u660e\u78ba\u306a\u30c1\u30fc\u30e0\u76ee\u6a19\u3092\u5b9a\u7fa9\u3059\u308b:<\/strong> \u30c1\u30b1\u30c3\u30c8\u306e\u30d0\u30c3\u30af\u30ed\u30b0\u3092\u6e1b\u5c11\u3055\u305b\u308b\u3053\u3068\u3084\u89e3\u6c7a\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u306a\u3069\u3001\u30c1\u30fc\u30e0\u306e\u5177\u4f53\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>KPI\u3092\u660e\u78ba\u306b\u4f1d\u3048\u308b:<\/strong> \u78ba\u7acb\u3055\u308c\u305fKPI\u3092\u30c1\u30fc\u30e0\u3068\u5171\u6709\u3057\u3001\u7406\u89e3\u3068\u8cac\u4efb\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u76e3\u8996\u3068\u8abf\u6574:<\/strong> KPI\u306b\u5bfe\u3059\u308b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3057\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u6226\u7565\u3092\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u8abf\u6574\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3059\u308b\uff1a<\/strong> Messenger Bot\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3057\u3066\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u52b9\u7387\u5316\u3057\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<h2>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI: \u8ffd\u8de1\u3059\u3079\u304d4\u3064\u306e\u4e3b\u8981\u6307\u6a19<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b4\u3064\u306e\u4e3b\u8981KPI\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8a55\u4fa1\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6539\u5584\u3092\u5c0e\u304f\u305f\u3081\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u91cd\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u7570\u306a\u308b\u6587\u8108\u306b\u304a\u3051\u308b\u4e3b\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u306e\u63a2\u6c42<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u7d44\u7e54\u304c\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u53d6\u308a\u7d44\u307f\u306e\u52b9\u679c\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u7406\u89e3\u3057\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u3001\u696d\u52d9\u52b9\u7387\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b4\u3064\u306e\u4e3b\u8981KPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306eKPI\u306f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u901a\u5e38\u3001\u9867\u5ba2\u306b\u4f53\u9a13\u30921\u304b\u30895\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u8a55\u4fa1\u3059\u308b\u3088\u3046\u6c42\u3081\u308b\u8abf\u67fb\u3092\u901a\u3058\u3066\u8a55\u4fa1\u3055\u308c\u307e\u3059\u3002\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u306f\u3001\u9867\u5ba2\u304c\u53d7\u3051\u305f\u30b5\u30fc\u30d3\u30b9\u306b\u6e80\u8db3\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3057\u3001\u9867\u5ba2\u306e\u7dad\u6301\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u3001\u5fe0\u8aa0\u5fc3\u3068\u30ea\u30d4\u30fc\u30c8\u30d3\u30b8\u30cd\u30b9\u306e\u5897\u52a0\u3092\u898b\u8fbc\u3080\u50be\u5411\u304c\u3042\u308a\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\u4f01\u696d\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\u3053\u306e\u30b9\u30b3\u30a2\u306f-100\u304b\u3089+100\u306e\u7bc4\u56f2\u3067\u3001\u63a8\u5968\u8005\uff08\u30b9\u30b3\u30a29-10\u306e\u9867\u5ba2\uff09\u306e\u5272\u5408\u304b\u3089\u53cd\u5bfe\u8005\uff08\u30b9\u30b3\u30a20-6\uff09\u306e\u5272\u5408\u3092\u5f15\u3044\u305f\u5024\u3068\u3057\u3066\u8a08\u7b97\u3055\u308c\u307e\u3059\u3002\u9ad8\u3044NPS\u306f\u5f37\u3044\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u793a\u3057\u3001\u5c06\u6765\u306e\u6210\u9577\u306e\u4e88\u6e2c\u56e0\u5b50\u3068\u306a\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\u3001\u53ce\u76ca\u6210\u9577\u306e\u9762\u3067\u7af6\u5408\u4ed6\u793e\u3092\u3057\u3070\u3057\u3070\u4e0a\u56de\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong>: \u3053\u306eKPI\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u304c\u9867\u5ba2\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\u77ed\u3044FRT\u306f\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u9023\u3057\u3066\u304a\u308a\u3001\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u5fdc\u7b54\u306f\u4f01\u696d\u304c\u9867\u5ba2\u306e\u6642\u9593\u3092\u91cd\u8996\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002HubSpot\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u300190%\u306e\u9867\u5ba2\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u554f\u3092\u6301\u3063\u3066\u3044\u308b\u3068\u304d\u306b\u5373\u6642\u306e\u5fdc\u7b54\u3092\u671f\u5f85\u3057\u3066\u304a\u308a\u3001\u3053\u306e\u6307\u6a19\u306e\u91cd\u8981\u6027\u3092\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u7387<\/strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u63a5\u89e6\u3067\u89e3\u6c7a\u3055\u308c\u308b\u9867\u5ba2\u306e\u554f\u984c\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u9ad8\u3044\u89e3\u6c7a\u7387\u306f\u52b9\u679c\u7684\u306a\u554f\u984c\u89e3\u6c7a\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002Zendesk\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u300167%\u306e\u9867\u5ba2\u304c\u81ea\u5206\u306e\u554f\u984c\u306e\u89e3\u6c7a\u304c\u4f53\u9a13\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3068\u8ff0\u3079\u3066\u304a\u308a\u3001\u3053\u306eKPI\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u6210\u529f\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306e4\u3064\u306eKPI\u2014\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593\u3001\u89e3\u6c7a\u7387\u2014\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\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\u3055\u3089\u306b\u8a73\u3057\u3044\u60c5\u5831\u3092\u5f97\u308b\u305f\u3081\u306b\u3001 <a href=\"https:\/\/www.salesforce.com\" target=\"_blank\" rel=\"noopener\">Salesforce<\/a> \u3084 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>, \u304b\u3089\u306e\u30ea\u30bd\u30fc\u30b9\u3092\u63a2\u308b\u3053\u3068\u3092\u691c\u8a0e\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u3053\u308c\u306f\u3001\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u306b\u95a2\u3059\u308b\u8a73\u7d30\u306a\u5206\u6790\u3084\u30b1\u30fc\u30b9\u30b9\u30bf\u30c7\u30a3\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u30b5\u30f3\u30d7\u30ebKPI\uff1a\u5b9f\u4e16\u754c\u306e\u5fdc\u7528<\/h3>\n<p>\u52b9\u679c\u7684\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u5b9f\u65bd\u3059\u308b\u306b\u306f\u3001\u69cb\u9020\u5316\u3055\u308c\u305f\u30a2\u30d7\u30ed\u30fc\u30c1\u304c\u5fc5\u8981\u3067\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/support-kpis-template\/\">\u30b5\u30dd\u30fc\u30c8KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u3092\u5229\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u8ffd\u8de1\u30d7\u30ed\u30bb\u30b9\u3092\u52b9\u7387\u5316\u3057\u3001\u3059\u3079\u3066\u306e\u95a2\u9023\u6307\u6a19\u304c\u76e3\u8996\u3055\u308c\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3067\u304d\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u30014\u3064\u306e\u4e3b\u8981KPI\u306e\u5b9f\u7528\u7684\u306a\u5fdc\u7528\u4f8b\u3067\u3059:<\/p>\n<ul>\n<li><strong>CSAT\u8abf\u67fb<\/strong>: \u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306bCSAT\u8abf\u67fb\u3092\u5b9a\u671f\u7684\u306b\u5b9f\u65bd\u3057\u3001\u9867\u5ba2\u304b\u3089\u306e\u5373\u6642\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>NPS\u30c8\u30e9\u30c3\u30ad\u30f3\u30b0<\/strong>: \u56db\u534a\u671f\u3054\u3068\u306bNPS\u8a55\u4fa1\u3092\u5b9f\u65bd\u3057\u3001\u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u50be\u5411\u3092\u6e2c\u5b9a\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6226\u7565\u7684\u8abf\u6574\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>FRT\u306e\u76e3\u8996<\/strong>: \u81ea\u52d5\u5316\u3055\u308c\u305f\u30b7\u30b9\u30c6\u30e0\u3092\u4f7f\u7528\u3057\u3066FRT\u3092\u8ffd\u8de1\u3057\u3001\u5fdc\u7b54\u6642\u9593\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u8a2d\u5b9a\u3057\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u8fc5\u901f\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u7387\u306e\u5411\u4e0a<\/strong>: \u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u52b9\u679c\u7684\u306a\u554f\u984c\u89e3\u6c7a\u6280\u8853\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3057\u3001\u89e3\u6c7a\u7387\u3092\u5411\u4e0a\u3055\u305b\u3001\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u5fc5\u8981\u6027\u3092\u6e1b\u3089\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u6226\u7565\u3092\u9069\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u3092\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5411\u4e0a\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u6210\u529f\u3092\u4fc3\u9032\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI: \u8ffd\u8de1\u3059\u3079\u304d4\u3064\u306e\u4e3b\u8981\u6307\u6a19<\/h2>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3092\u76ee\u6307\u3059\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3059\u3079\u3066\u306e\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u6ce8\u529b\u3059\u3079\u304d4\u3064\u306e\u4e3b\u8981KPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\uff1a<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u304c\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u63d0\u51fa\u3057\u305f\u5f8c\u3001\u6700\u521d\u306e\u5fdc\u7b54\u3092\u53d7\u3051\u53d6\u308b\u307e\u3067\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002FRT\u304c\u77ed\u3044\u307b\u3069\u3001\u3088\u308a\u52b9\u7387\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u5411\u4e0a\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\u7dcf\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u89e3\u6c7a\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3042\u308a\u3001\u52b9\u679c\u7684\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3068\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3092\u901a\u3058\u3066\u9054\u6210\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> CSAT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u76f4\u63a5\u6e2c\u5b9a\u3059\u308b\u6307\u6a19\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\u3068\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u3092\u53cd\u6620\u3057\u3066\u3044\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\u3042\u306a\u305f\u306e\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\u3001\u5f37\u56fa\u306a\u9867\u5ba2\u95a2\u4fc2\u3068\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u6e80\u8db3\u5ea6\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5411\u4e0a\u306e\u305f\u3081\u306b\u8ffd\u8de1\u3059\u3079\u304d\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u6700\u9069\u306b\u6a5f\u80fd\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u7279\u5b9a\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u4e3b\u8981\u306a\u6307\u6a19\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0:<\/strong> \u53d7\u3051\u53d6\u3063\u305f\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u30d4\u30fc\u30af\u6642\u3092\u7279\u5b9a\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u7ba1\u7406\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u7387:<\/strong> \u3053\u306e\u6307\u6a19\u306f\u3001\u7279\u5b9a\u306e\u6642\u9593\u67a0\u5185\u306b\u89e3\u6c7a\u3055\u308c\u305f\u30c1\u30b1\u30c3\u30c8\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\u5506\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387:<\/strong> \u554f\u984c\u304c\u3069\u306e\u304f\u3089\u3044\u306e\u983b\u5ea6\u3067\u4e0a\u4f4d\u306e\u30b5\u30dd\u30fc\u30c8\u30ec\u30d9\u30eb\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u308b\u304b\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3\u30b5\u30dd\u30fc\u30c8\u306e\u80fd\u529b\u306b\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u660e\u3089\u304b\u306b\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30e3\u30cd\u30eb\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9:<\/strong> \u7570\u306a\u308b\u30c1\u30e3\u30cd\u30eb\uff08\u4f8b\uff1a\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3067\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e\u30b5\u30f3\u30d7\u30ebKPI\uff1a\u5b9f\u4e16\u754c\u306e\u5fdc\u7528<\/h3>\n<p>\u5b9f\u969b\u306e\u30b7\u30ca\u30ea\u30aa\u3067KPI\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u679c\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u3042\u308b\u4f01\u696d\u306f\u3001FRT\u3068CSAT\u30b9\u30b3\u30a2\u3092\u540c\u6642\u306b\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306b\u30b5\u30dd\u30fc\u30c8KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3059\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u5fdc\u7b54\u6642\u9593\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u76f8\u95a2\u95a2\u4fc2\u3092\u7279\u5b9a\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6539\u5584\u306b\u5411\u3051\u305f\u5b9f\u884c\u53ef\u80fd\u306a\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3055\u3089\u306b\u3001\u4f01\u696d\u306f\u6b21\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3067\u304d\u307e\u3059: <a href=\"https:\/\/messengerbot.app\/ja\/#features\">\u30e1\u30c3\u30bb\u30f3\u30b8\u30e3\u30fc\u30dc\u30c3\u30c8<\/a> \u5fdc\u7b54\u3092\u81ea\u52d5\u5316\u3057\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u5408\u7406\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u6700\u7d42\u7684\u306b\u89e3\u6c7a\u6642\u9593\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u306a\u3069\u306e\u91cd\u8981\u306a\u30b5\u30dd\u30fc\u30c8KPI\u3092\u6539\u5584\u3057\u307e\u3059\u3002<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/essential-support-kpis-defining-key-metrics-for-technical-and-customer-service-success\/\" data-essbisPostTitle=\"Essential Support KPIs: Defining Key Metrics for Technical and Customer Service Success\" data-essbisHoverContainer=\"\"><p>Key Takeaways Support KPIs are essential: Understanding Key Performance Indicators (KPIs) enhances both technical and customer service success by measuring team effectiveness and operational efficiency. Top KPIs to track: Focus on critical metrics such as First Response Time (FRT), Resolution Time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) for optimal performance. Continuous improvement: Regularly monitoring support KPIs allows businesses to identify areas for improvement, optimize resource allocation, and enhance customer experiences. Align KPIs with business goals: Selecting KPIs that align with organizational objectives ensures your support team contributes effectively to overall success. Leverage technology: Utilize tools like Messenger Bots to streamline support processes and improve response times, directly [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":257490,"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-257491","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\/257491","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=257491"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/257491\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/257490"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=257491"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=257491"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=257491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}