{"id":258933,"date":"2025-11-15T03:27:01","date_gmt":"2025-11-15T11:27:01","guid":{"rendered":"https:\/\/messengerbot.app\/customer-service-kpi-examples-practical-kpis-the-4-metrics-top-5-success-indicators-the-4-5-cs-and-customer-service-kpi-scorecard-examples-pdf-guide\/"},"modified":"2025-11-15T03:27:01","modified_gmt":"2025-11-15T11:27:01","slug":"%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%b9kpi%e3%81%ae%e4%be%8b-%e5%ae%9f%e7%94%a8%e7%9a%84%e3%81%aakpi-4%e3%81%a4%e3%81%ae%e6%8c%87%e6%a8%99-%e3%83%88%e3%83%83","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/customer-service-kpi-examples-practical-kpis-the-4-metrics-top-5-success-indicators-the-4-5-cs-and-customer-service-kpi-scorecard-examples-pdf-guide\/","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\uff1a\u5b9f\u7528\u7684\u306aKPI\u30014\u3064\u306e\u6307\u6a19\u3001\u30c8\u30c3\u30d75\u306e\u6210\u529f\u6307\u6a19\u30014\/5\u306eC\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b + PDF\u30ac\u30a4\u30c9"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/customer-service-kpi-examples-practical-kpis-the-4-metrics-top-5-success-indicators-the-4-5-cs-and-customer-service-kpi-scorecard-examples-pdf-guide\/\" data-essbisposttitle=\"Customer Service KPI Examples: Practical KPIs, the 4 Metrics, Top 5 Success Indicators, the 4\/5 C&#8217;s, and Customer Service KPI Scorecard Examples + PDF Guide\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u4f8b\u3092\u30d0\u30e9\u30f3\u30b9\u3088\u304f\u8ffd\u8de1\u3059\u308b\u2014\u30b9\u30d4\u30fc\u30c9\uff08\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff09\u3001\u52b9\u679c\uff08\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u3001\u89e3\u6c7a\u6642\u9593\uff09\u3001\u304a\u3088\u3073\u4f53\u9a13\uff08CSAT\u3001NPS\u3001CES\uff09\u2014\u751f\u306e\u6307\u6a19\u3092\u884c\u52d5\u306b\u5909\u3048\u308b\u305f\u3081\u306b\u3002.<\/li>\n<li>FCR\u3068CSAT\u3092\u4e00\u7dd2\u306b\u512a\u5148\u3059\u308b\uff1a\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u304c\u524a\u6e1b\u3055\u308c\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u7dad\u6301\u7387\u304c\u78ba\u5b9f\u306b\u5411\u4e0a\u3057\u307e\u3059\u3002.<\/li>\n<li>KPI\u3092\u30c1\u30e3\u30cd\u30eb\u3068\u30b3\u30db\u30fc\u30c8\uff08\u30c1\u30e3\u30c3\u30c8\u5bfe\u30e1\u30fc\u30eb\u5bfe\u96fb\u8a71\uff1b\u4e2d\u5c0f\u4f01\u696d\u5bfe\u5927\u4f01\u696d\uff09\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u7279\u6709\u306eSLA\u3092\u4f7f\u7528\u3057\u3066\u3001\u76ee\u6a19\u304c\u73fe\u5b9f\u7684\u3067\u6bd4\u8f03\u53ef\u80fd\u3067\u3042\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3068\u6a19\u6e96\u5316\u3055\u308c\u305f\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f7f\u7528\u3057\u3066\u6307\u6a19\u3092\u904b\u7528\u5316\u3057\u3001\u6708\u6b21\u306e\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u30ec\u30d3\u30e5\u30fc\u3068\u76e3\u67fb\u306e\u305f\u3081\u306b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306ePDF\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3057\u307e\u3059\u3002.<\/li>\n<li>QA\u4e3b\u5c0e\u306e\u54c1\u8cea\u30b9\u30b3\u30a2\u3092\u5b9a\u91cf\u7684KPI\uff08AHT\u3001FRT\u3001FCR\uff09\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u30b9\u30d4\u30fc\u30c9\u3068\u54c1\u8cea\u306e\u30c8\u30ec\u30fc\u30c9\u30aa\u30d5\u3092\u907f\u3051\u3001\u7d50\u679c\u3092\u6539\u5584\u3059\u308b\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u5c0e\u304d\u307e\u3059\u3002.<\/li>\n<li>\u30eb\u30fc\u30c1\u30f3\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3068\u78ba\u8a8d\uff08\u4f8b\uff1aAI\u30aa\u30fc\u30c8\u30ec\u30b9\u30dd\u30f3\u30c0\u30fc\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b7\u30fc\u30b1\u30f3\u30b9\uff09\u3092\u81ea\u52d5\u5316\u3057\u3066FRT\u3068CES\u3092\u4f4e\u4e0b\u3055\u305b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9ad8\u5f71\u97ff\u3067\u80fd\u529b\u4e3b\u5c0e\u306e\u30bf\u30b9\u30af\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<\/div>\n<p>\u30b5\u30dd\u30fc\u30c8\u3068\u6210\u529f\u306b\u304a\u3044\u3066\u5b9f\u969b\u306b\u52b9\u679c\u3092\u3082\u305f\u3089\u3059\u6307\u6a19\u306b\u3064\u3044\u3066\u7591\u554f\u306b\u601d\u3063\u305f\u3053\u3068\u304c\u3042\u308b\u306a\u3089\u3001\u3053\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u306b\u95a2\u3059\u308b\u30ac\u30a4\u30c9\u306f\u3001\u3042\u306a\u305f\u304c\u5fc5\u8981\u3060\u3068\u77e5\u3089\u306a\u304b\u3063\u305f\u30c1\u30fc\u30c8\u30b7\u30fc\u30c8\u3067\u3059\u3002\u79c1\u305f\u3061\u306f\u3001\u30b3\u30a2KPI\u3067\u3042\u308b\u5fdc\u7b54\u6642\u9593\u3068\u89e3\u6c7a\u6642\u9593\u3001FCR\u3001CSAT\u3001NPS\u3092\u901a\u3058\u3066\u8aac\u660e\u3057\u3001\u305d\u308c\u3089\u3092\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u91cd\u8981\u306a\u6307\u6a19\u3001\u512a\u5148\u3059\u3079\u304d\u9867\u5ba2\u6210\u529f\u306e\u30c8\u30c3\u30d75\u6307\u6a19\u3001\u305d\u3057\u3066\u305d\u308c\u3089\u306e\u6570\u5b57\u3092\u5b9f\u969b\u306e\u4f1a\u8a71\u3067\u610f\u5473\u306e\u3042\u308b\u3082\u306e\u306b\u3059\u308b4\u3064\u30685\u3064\u306eC\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\u3002\u5b9f\u7528\u7684\u306a\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3084\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3082\u5f8c\u3067\u767b\u5834\u3057\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3084\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd\u306a\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI PDF\u304c\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u7d44\u307f\u8fbc\u307e\u308c\u308b\u306e\u3067\u3001\u63a8\u6e2c\u3092\u3084\u3081\u3066\u6e2c\u5b9a\u53ef\u80fd\u306a\u660e\u78ba\u3055\u3067\u6539\u5584\u3092\u59cb\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u6700\u5f8c\u307e\u3067\u304a\u4ed8\u304d\u5408\u3044\u304f\u3060\u3055\u3044\u3002\u305d\u3046\u3059\u308c\u3070\u3001\u9867\u5ba2\u3092\u6e80\u8db3\u3055\u305b\u3001\u89e3\u7d04\u3092\u4f4e\u304f\u4fdd\u3064KPI\u3092\u8ffd\u8de1\u3001\u5831\u544a\u3001\u30b9\u30b1\u30fc\u30eb\u3059\u308b\u305f\u3081\u306e\u660e\u78ba\u3067\u30c6\u30b9\u30c8\u53ef\u80fd\u306a\u8a08\u753b\u304c\u5f97\u3089\u308c\u307e\u3059\u3002.<\/p>\n<h2>\u30b3\u30a2\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u3068\u305d\u306e\u6d3b\u7528\u65b9\u6cd5<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong> \u2014 \u6e2c\u5b9a\u5185\u5bb9\uff1a\u9867\u5ba2\u306e\u63a5\u89e6\u3068\u6700\u521d\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u8fd4\u4fe1\u306e\u9593\u306e\u5e73\u5747\u6642\u9593\u3002\u91cd\u8981\u6027\uff1a\u8fc5\u901f\u306a\u6700\u521d\u306e\u5fdc\u7b54\u306f\u9867\u5ba2\u306e\u4e0d\u5b89\u3092\u8efd\u6e1b\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u8a8d\u8b58\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u6e2c\u5b9a\u65b9\u6cd5\uff1a\u6700\u521d\u306e\u8fd4\u4fe1\u306e\u6642\u9593 - \u30c1\u30b1\u30c3\u30c8\u4f5c\u6210\u306e\u6642\u9593\u306e\u5408\u8a08 \u00f7 \u7dcf\u30c1\u30b1\u30c3\u30c8\u6570\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u30671\u6642\u9593\u672a\u6e80\u3001\u30e1\u30fc\u30eb\u306724\u6642\u9593\u672a\u6e80\uff08\u30c1\u30e3\u30cd\u30eb\u4f9d\u5b58\uff09\u3002\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3001SLA\u3001\u304a\u3088\u3073\u81ea\u52d5\u5316\uff08\u5b9a\u578b\u8fd4\u4fe1\uff09\u306b\u3088\u3063\u3066\u6539\u5584\u3057\u307e\u3059\u3002\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u30ac\u30a4\u30c0\u30f3\u30b9\uff1aZendesk<a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>).<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong> \u2014 \u6e2c\u5b9a\u5185\u5bb9\uff1a\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306a\u3057\u3067\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9023\u7d61\u5148\u306e\u5272\u5408\u3002\u91cd\u8981\u6027\uff1a\u9ad8\u3044FCR\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u304c\u4f4e\u304f\u3001CSAT\u304c\u9ad8\u3044\u3053\u3068\u3068\u76f8\u95a2\u3057\u3066\u3044\u307e\u3059\u3002\u6e2c\u5b9a\u65b9\u6cd5\uff1a\uff08\u6700\u521d\u306e\u9023\u7d61\u3067\u89e3\u6c7a\u3055\u308c\u305f\u30c1\u30b1\u30c3\u30c8 \u00f7 \u7dcf\u30c1\u30b1\u30c3\u30c8\uff09\u00d7 100\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a\u696d\u754c\u306b\u3088\u3063\u306670\u301c85\uff05\u3002\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3078\u306e\u30a2\u30af\u30bb\u30b9\u3001\u660e\u78ba\u306a\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7d4c\u8def\u306b\u3088\u3063\u3066\u6539\u5584\u3057\u307e\u3059\u3002\u8abf\u67fb\uff1a\u30ac\u30fc\u30c8\u30ca\u30fc (<a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>).<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u2014 \u6e2c\u5b9a\u5185\u5bb9\uff1a\u9867\u5ba2\u306b\u6e80\u8db3\u5ea6\u3092\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3046\u77ed\u3044\u30dd\u30b9\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u8abf\u67fb\uff08\u4f8b\uff1a1\u301c5\uff09\u3002\u91cd\u8981\u6027\uff1a\u30b5\u30fc\u30d3\u30b9\u306e\u77ac\u9593\u306e\u8cea\u3092\u76f4\u63a5\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u6e2c\u5b9a\u65b9\u6cd5\uff1a\uff08\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u56de\u7b54\u306e\u5408\u8a08 \u00f7 \u7dcf\u56de\u7b54\uff09\u00d7 100\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a80%+\u306f\u591a\u304f\u306e\u30bb\u30af\u30bf\u30fc\u3067\u5f37\u529b\u3067\u3059\u3002\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u30eb\u30fc\u30d7\u3092\u9589\u3058\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u3088\u3063\u3066\u6539\u5584\u3057\u307e\u3059\u3002\u30ac\u30a4\u30c0\u30f3\u30b9\uff1a\u30cf\u30fc\u30d0\u30fc\u30c9\u30d3\u30b8\u30cd\u30b9\u30ec\u30d3\u30e5\u30fc (<a href=\"https:\/\/hbr.org\" target=\"_blank\" rel=\"noopener\">HBR<\/a>).<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong> \u2014 What it measures: likelihood to recommend (0\u201310 scale), reported as %Promoters \u2212 %Detractors. Why it matters: predictive of long-term loyalty and growth; use for strategic product and CX improvements.<\/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> \u2014 \u6e2c\u5b9a\u5185\u5bb9\uff1a1\u56de\u306e\u9023\u7d61\u3042\u305f\u308a\u306e\u5e73\u5747\u7dcf\u6642\u9593\uff08\u901a\u8a71 + \u4fdd\u7559 + \u30b3\u30fc\u30eb\u5f8c\u306e\u4f5c\u696d\uff09\u3002\u91cd\u8981\u6027\uff1a\u52b9\u7387\u3068\u54c1\u8cea\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308a\u307e\u3059\uff1bAHT\u306e\u524a\u6e1b\u304cCSAT\u306b\u60aa\u5f71\u97ff\u3092\u4e0e\u3048\u306a\u3044\u3088\u3046\u306b\u6ce8\u610f\u6df1\u304f\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u7387 \/ \u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u6642\u9593<\/strong> \u2014 \u6e2c\u5b9a\u5185\u5bb9\uff1a\u30c1\u30b1\u30c3\u30c8\u3092\u5b8c\u5168\u306b\u89e3\u6c7a\u3059\u308b\u307e\u3067\u306e\u4e2d\u592e\u5024\/\u5e73\u5747\u6642\u9593\u3001\u307e\u305f\u306fSLA\u5185\u3067\u89e3\u6c7a\u3055\u308c\u305f%\u3002\u91cd\u8981\u6027\uff1a\u904b\u7528\u80fd\u529b\u3068\u30c1\u30b1\u30c3\u30c8\u306e\u8907\u96d1\u3055\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8<\/strong> \u2014 \u6e2c\u5b9a\u3059\u308b\u5185\u5bb9\uff1a\u7dcf\u30b5\u30dd\u30fc\u30c8\u30b3\u30b9\u30c8 \u00f7 \u9023\u7d61\u4ef6\u6570\u3002\u91cd\u8981\u306a\u7406\u7531\uff1aKPI\u3092\u8ca1\u52d9ROI\u304a\u3088\u3073\u4eba\u54e1\u6c7a\u5b9a\u306b\u7d50\u3073\u3064\u3051\u308b\u305f\u3081\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong> \u2014 \u6e2c\u5b9a\u3059\u308b\u5185\u5bb9\uff1a\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u3060\u3063\u305f\u304b\u3002\u91cd\u8981\u306a\u7406\u7531\uff1a\u4f4e\u3044\u52b4\u529b\u306f\u5fe0\u8aa0\u5fc3\u3068\u5f37\u304f\u76f8\u95a2\u3057\u3066\u3044\u308b\u3002.<\/li>\n<li><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u3068\u518d\u9023\u7d61\u7387<\/strong> \u2014 \u6e2c\u5b9a\u3059\u308b\u5185\u5bb9\uff1a\u9ad8\u3044\u30ec\u30d9\u30eb\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u5272\u5408\u3068\u3001\u540c\u3058\u554f\u984c\u3067\u518d\u5ea6\u9023\u7d61\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3002\u91cd\u8981\u306a\u7406\u7531\uff1a\u77e5\u8b58\u306e\u30ae\u30e3\u30c3\u30d7\u3084\u88fd\u54c1\u306e\u6b20\u9665\u3092\u793a\u3059\u3002.<\/li>\n<li><strong>SLA\u9075\u5b88\u7387<\/strong> \u2014 \u6e2c\u5b9a\u3059\u308b\u5185\u5bb9\uff1a\u5408\u610f\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u5185\u3067\u51e6\u7406\u3055\u308c\u305f\u9023\u7d61\u306e%\u3002\u91cd\u8981\u306a\u7406\u7531\uff1a\u8cac\u4efb\u3068\u671f\u5f85\u306e\u7ba1\u7406\u3002.<\/li>\n<\/ul>\n<h3>\u521d\u56de\u5fdc\u7b54\u6642\u9593\u3001\u89e3\u6c7a\u7387\u3001CSAT\u3001NPS\u3001FCR\u306e\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b<\/h3>\n<p>\u3053\u308c\u3089\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3092\u4e00\u7dd2\u306b\u8ffd\u8de1\u3057\u3066\u3001\u30b9\u30d4\u30fc\u30c9\u3001\u52b9\u679c\u3001\u4f53\u9a13\u306e\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u30d3\u30e5\u30fc\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002\u79c1\u304c\u5b9f\u969b\u306b\u4f7f\u7528\u3059\u308b\u4f8b\u3068\u76ee\u6a19\uff1a<\/p>\n<ul>\n<li><strong>FRT\uff08\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\uff09\uff1a<\/strong> \u76ee\u6a19 &lt; 60\u79d2\uff1b; <strong>FRT\uff08\u30e1\u30fc\u30eb\uff09\uff1a<\/strong> \u30c6\u30a3\u30a21\u30ad\u30e5\u30fc\u306e\u5834\u5408\u306f8\u6642\u9593\u672a\u6e80\u3002\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3068\u81ea\u52d5\u78ba\u8a8d\u3092\u4f7f\u7528\u3057\u3066\u3001\u3053\u308c\u3089\u306eSLA\u3092\u9054\u6210\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u7387:<\/strong> \u4f4e\u8907\u96d1\u6027\u306e\u30c1\u30b1\u30c3\u30c8\u306b\u3064\u3044\u3066\u306f85%+\u3092\u76ee\u6307\u3057\u307e\u3059\u3002\u512a\u5148\u5ea6\u3068\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u4e2d\u592e\u5024\u306e\u89e3\u6c7a\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306eSLA\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>FCR:<\/strong> \u88fd\u54c1\u30c1\u30fc\u30e0\u3068\u30b5\u30dd\u30fc\u30c8\u306e\u305f\u3081\u306e\u30d9\u30fc\u30b9\u30e9\u30a4\u30f3\u6e2c\u5b9a \u2014 \u77e5\u8b58\u30d9\u30fc\u30b9\u306e\u6539\u5584\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30d1\u30b9\u3092\u901a\u3058\u3066FCR\u309210%\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3092\u76ee\u6307\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>CSAT:<\/strong> \u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u76f4\u5f8c\u306b1\u301c5\u306e\u8abf\u67fb\u3092\u9001\u4fe1\u3057\u307e\u3059\u3002\u696d\u754c\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u3057\u306680%+\u306e\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u56de\u7b54\u3092\u76ee\u6307\u3057\u3001\u30d0\u30a4\u30a2\u30b9\u3092\u907f\u3051\u308b\u305f\u3081\u306b\u30b5\u30f3\u30d7\u30eb\u30b5\u30a4\u30ba\u3092\u76e3\u8996\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>NPS:<\/strong> \u56db\u534a\u671f\u3054\u3068\u306b\u8abf\u67fb\u3092\u884c\u3044\u3001\u5fe0\u8aa0\u5fc3\u306e\u30c8\u30ec\u30f3\u30c9\u3092\u6e2c\u5b9a\u3057\u3001NPS\u306e\u5909\u5316\u3092\u30b5\u30dd\u30fc\u30c8KPI\uff08FRT\u3001FCR\uff09\u304a\u3088\u3073\u88fd\u54c1\u306e\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306b\u95a2\u9023\u4ed8\u3051\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u904b\u7528\u5316\u3059\u308b\u305f\u3081\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3068\u30a8\u30af\u30b9\u30dd\u30fc\u30bf\u30d6\u30eb\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3067\u8ffd\u8de1\u3092\u6a19\u6e96\u5316\u3057\u307e\u3059 \u2014 \u6708\u6b21\u5831\u544a\u7528\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3068Excel\u30ef\u30fc\u30af\u30d6\u30c3\u30af\u3092\u542b\u307f\u307e\u3059\u3002\u8fc5\u901f\u306a\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u306e\u305f\u3081\u306b\u3001\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u30e9\u30a4\u30d6\u30e9\u30ea\u304b\u3089\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u9069\u5fdc\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u304a\u3088\u3073\u30ec\u30d3\u30e5\u30fc <a href=\"https:\/\/messengerbot.app\/ja\/%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\/\">\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u8ffd\u52a0\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306e\u305f\u3081\u306b\u3002.<\/p>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u79c1\u304c\u4f7f\u7528\u3059\u308b\u5b9f\u7528\u7684\u306a\u30d2\u30f3\u30c8\uff1a\u30c1\u30e3\u30f3\u30cd\u30eb\u3054\u3068\u306bKPI\u3092\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30ec\u30d9\u30eb\u306e\u30b3\u30db\u30fc\u30c8\u5206\u6790\u3092\u5b9f\u65bd\u3057\u3066\u518d\u63a5\u89e6\u306e\u30c9\u30e9\u30a4\u30d0\u30fc\u3092\u898b\u3064\u3051\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304cFCR\u3068CSAT\u306e\u6539\u5584\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u5b9a\u578b\u7684\u306a\u8fd4\u4fe1\u3068\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3057\u307e\u3059\u3002\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u4f5c\u6210\u3059\u308b\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306b\u3001\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u3092\u52a0\u901f\u3057\u3001\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u305f\u3081\u306b\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3092\u751f\u6210\u3059\u308b\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u306e\u30b3\u30ec\u30af\u30b7\u30e7\u30f3\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9kpi%e6%8c%87%e6%a8%99%e3%81%ae%e7%bf%92%e5%be%97%e3%80%81%e4%b8%bb%e8%a6%81%e3%82%b9%e3%82%ad%e3%83%ab%e3%80%81%e5%85%88%e8%a1%8c%e6%8c%87\/\">\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/customer-service-kpi-examples-374175.jpg\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u7387\u3068\u54c1\u8cea\u306e\u6e2c\u5b9a<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u6307\u6a19\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u9867\u5ba2\u306e\u6700\u521d\u306e\u63a5\u89e6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6700\u521d\u306e\u610f\u5473\u306e\u3042\u308b\u8fd4\u4fe1\u306e\u9593\u306e\u5e73\u5747\u7d4c\u904e\u6642\u9593\u3002\u6e2c\u5b9a\uff1a\u6700\u521d\u306e\u8fd4\u4fe1\u306e\u6642\u9593 - \u30c1\u30b1\u30c3\u30c8\u4f5c\u6210\u306e\u6642\u9593\u306e\u5408\u8a08 \u00f7 \u7dcf\u30c1\u30b1\u30c3\u30c8\u6570\uff1b\u30c1\u30e3\u30cd\u30eb\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3054\u3068\u306b\u5831\u544a\u3002\u91cd\u8981\u306a\u7406\u7531\uff1a\u8fc5\u901f\u306aFRT\u306f\u9867\u5ba2\u306e\u4e0d\u5b89\u3092\u8efd\u6e1b\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u8a8d\u8b58\u3092\u9ad8\u3081\u3001CSAT\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u3067&lt;60\u79d2\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\/\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3067&lt;1\u6642\u9593\u3001\u30e1\u30fc\u30eb\u3067&lt;8\u301c24\u6642\u9593\uff08\u30c1\u30e3\u30cd\u30eb\u304a\u3088\u3073\u696d\u754c\u306b\u4f9d\u5b58\uff09\u3002\u6539\u5584\u65b9\u6cd5\uff1a\u512a\u5148\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u81ea\u52d5\u78ba\u8a8d\u3001AI\u99c6\u52d5\u306e\u81ea\u52d5\u5fdc\u7b54\u3001\u660e\u78ba\u306aSLA\u3002\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u30ac\u30a4\u30c0\u30f3\u30b9\uff1aZendesk<a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>).<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306a\u3057\u3067\u521d\u56de\u306e\u9023\u7d61\u3067\u5b8c\u5168\u306b\u89e3\u6c7a\u3055\u308c\u305f\u554f\u984c\u306e\u5272\u5408\u3002\u6e2c\u5b9a\uff1a (\u521d\u56de\u9023\u7d61\u3067\u89e3\u6c7a\u3055\u308c\u305f\u30c1\u30b1\u30c3\u30c8 \u00f7 \u7dcf\u30c1\u30b1\u30c3\u30c8) \u00d7 100; \u554f\u984c\u30bf\u30a4\u30d7\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30db\u30fc\u30c8\u3067\u8ffd\u8de1\u3002\u91cd\u8981\u6027\uff1a\u9ad8\u3044FCR\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b5\u30dd\u30fc\u30c8\u30b3\u30b9\u30c8\u306e\u4f4e\u4e0b\u3001\u7e70\u308a\u8fd4\u3057\u306e\u9023\u7d61\u306e\u6e1b\u5c11\u3001\u9867\u5ba2\u7dad\u6301\u306e\u5411\u4e0a\u3068\u76f8\u95a2\u95a2\u4fc2\u304c\u3042\u308a\u307e\u3059\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a\u591a\u304f\u306e\u696d\u754c\u306770\u301c85\uff05\u3067\u3059\u304c\u3001\u8907\u96d1\u3055\u3068\u88fd\u54c1\u306b\u3088\u3063\u3066\u8abf\u6574\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u6539\u5584\u65b9\u6cd5\uff1a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3078\u306e\u30a2\u30af\u30bb\u30b9\u3001\u5b9a\u7fa9\u3055\u308c\u305f\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30d1\u30b9\u3001\u8c4a\u5bcc\u306a\u9867\u5ba2\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3001\u30af\u30ed\u30b9\u30d5\u30a1\u30f3\u30af\u30b7\u30e7\u30ca\u30eb\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30eb\u30fc\u30d7\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u8abf\u67fb\u3068\u30d9\u30f3\u30c1\u30de\u30fc\u30af\uff1a\u30ac\u30fc\u30c8\u30ca\u30fc\uff08<a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>).<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u7279\u5b9a\u306e\u30b5\u30fc\u30d3\u30b9\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u5373\u6642\u306e\u30dd\u30b9\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u8abf\u67fb\uff08\u901a\u5e38\u306f1\u301c5\u307e\u305f\u306f1\u301c7\u306e\u30b9\u30b1\u30fc\u30eb\uff09\u3002\u6e2c\u5b9a\uff1a (\u80af\u5b9a\u7684\u306a\u56de\u7b54\u306e\u5408\u8a08 \u00f7 \u7dcf\u56de\u7b54) \u00d7 100; \u30c1\u30e3\u30f3\u30cd\u30eb\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u554f\u984c\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3002\u91cd\u8981\u6027\uff1a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u8cea\u306e\u76f4\u63a5\u7684\u3067\u5b9f\u884c\u53ef\u80fd\u306a\u6e2c\u5b9a\u5024\u3067\u3042\u308a\u3001\u9867\u5ba2\u306e\u611f\u60c5\u306e\u77ed\u671f\u7684\u306a\u4e88\u6e2c\u56e0\u5b50\u3067\u3059\u3002\u5178\u578b\u7684\u306a\u76ee\u6a19\uff1a\u696d\u754c\u4f9d\u5b58; 80\uff05\u4ee5\u4e0a\u306e\u80af\u5b9a\u7684\u306a\u56de\u7b54\u306f\u4e00\u822c\u7684\u306a\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3067\u3059\u3002\u6539\u5584\u65b9\u6cd5\uff1a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30eb\u30fc\u30d7\u3092\u9589\u3058\u308b\uff08\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u662f\u6b63\uff09\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u3001\u89e3\u6c7a\u306b\u304a\u3051\u308b\u6469\u64e6\u3092\u6e1b\u3089\u3059\u3001\u6839\u672c\u539f\u56e0\u306e\u4fee\u6b63\u306e\u305f\u3081\u306b\u5b9a\u6027\u7684\u306a\u30b3\u30e1\u30f3\u30c8\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002\u30ac\u30a4\u30c0\u30f3\u30b9\uff1a\u30cf\u30fc\u30d0\u30fc\u30c9\u30d3\u30b8\u30cd\u30b9\u30ec\u30d3\u30e5\u30fc\uff08<a href=\"https:\/\/hbr.org\" target=\"_blank\" rel=\"noopener\">HBR<\/a>).<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u554f\u984c\u89e3\u6c7a\u306e\u5bb9\u6613\u3055\u3092\u5c0b\u306d\u308b\u77ed\u3044\u30dd\u30b9\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30e1\u30c8\u30ea\u30c3\u30af\uff08\u4f8b\uff1a\u300c\u975e\u5e38\u306b\u7c21\u5358\u300d\u304b\u3089\u300c\u975e\u5e38\u306b\u96e3\u3057\u3044\u300d\u307e\u3067\u306e\u30b9\u30b1\u30fc\u30eb\uff09\u3002\u6e2c\u5b9a\uff1a\u5e73\u5747\u52aa\u529b\u8a55\u4fa1\u307e\u305f\u306f%\u306e\u4f4e\u52aa\u529b\u5fdc\u7b54\uff1b\u6642\u9593\u3068\u63a5\u70b9\u3054\u3068\u306b\u8ffd\u8de1\u3002\u91cd\u8981\u306a\u7406\u7531\uff1aCES\u306f\u3057\u3070\u3057\u3070CSAT\u3084NPS\u3088\u308a\u3082\u5fe0\u8aa0\u5fc3\u3092\u3088\u308a\u5f37\u304f\u4e88\u6e2c\u3059\u308b\u2014\u9867\u5ba2\u306e\u52aa\u529b\u304c\u5c11\u306a\u3044\u307b\u3069\u30ea\u30d4\u30fc\u30c8\u8cfc\u5165\u304c\u5897\u3048\u3001\u96e2\u8131\u304c\u6e1b\u5c11\u3059\u308b\u3002\u6539\u5584\u65b9\u6cd5\uff1a\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u5408\u7406\u5316\u3057\u3001\u30cf\u30f3\u30c9\u30aa\u30d5\u3092\u6392\u9664\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\uff0fKB\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u6539\u5584\u3057\u3001\u7e70\u308a\u8fd4\u3057\u306e\u30bf\u30b9\u30af\u3092\u81ea\u52d5\u5316\u3059\u308b\u3002\u5b9f\u7528\u7684\u306a\u5fdc\u7528\uff1aCES\u3092FCR\u304a\u3088\u3073FRT\u3068\u5171\u306b\u6e2c\u5b9a\u3057\u3066\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u6469\u64e6\u304c\u5b58\u5728\u3059\u308b\u5834\u6240\u3092\u7279\u5b9a\u3059\u308b\u3002\u7814\u7a76\u306fCES\u304c\u5fe0\u8aa0\u5fc3\u306e\u30c9\u30e9\u30a4\u30d0\u30fc\u3067\u3042\u308b\u3053\u3068\u3092\u652f\u6301\u3057\u3066\u3044\u308b\uff08HBR\uff0fGartner\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u53c2\u7167\uff09\u3002.<\/li>\n<\/ul>\n<p>\u7d71\u5408\u30ce\u30fc\u30c8\uff1a\u3053\u308c\u3089\u306e4\u3064\u306e\u30e1\u30c8\u30ea\u30c3\u30af\u3092\u5305\u62ec\u7684\u306b\u6539\u5584\u3059\u308b\u306b\u306f\u3001\u81ea\u52d5\u5316\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u80fd\u529b\u5411\u4e0a\u3001\u5206\u6790\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u2014Messenger Bot\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u306f\u3001AI\u99c6\u52d5\u306e\u81ea\u52d5\u5fdc\u7b54\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u81ea\u52d5\u5316\u3001\u591a\u8a00\u8a9e\u306e\u8fd4\u4fe1\u3001\u9069\u5207\u306a\u5834\u5408\u306eSMS\u30a2\u30a6\u30c8\u30ea\u30fc\u30c1\u3092\u901a\u3058\u3066FRT\u3068\u9867\u5ba2\u306e\u52aa\u529b\u3092\u6e1b\u5c11\u3055\u305b\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u904b\u7528\u5316\u3059\u308b\u306b\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306eSLA\u3092\u6a19\u6e96\u5316\u3057\u3001KPI\u3092\u30b3\u30db\u30fc\u30c8\u3054\u3068\u306b\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u30c8\u30ec\u30f3\u30c9\u3092\u76e3\u8996\u3059\u308b\u305f\u3081\u306b\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3084\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f7f\u7528\u3057\u3001\u5b64\u7acb\u3057\u305f\u30b9\u30ca\u30c3\u30d7\u30b7\u30e7\u30c3\u30c8\u3067\u306f\u306a\u304f\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u9069\u5fdc\u53ef\u80fd\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3084\u4f8b\u306b\u3064\u3044\u3066\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%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\/\">\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u30b3\u30ec\u30af\u30b7\u30e7\u30f3\u306e\u4f8b\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002.<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30b5\u30dd\u30fc\u30c8\u52b9\u7387\u306e\u305f\u3081\u306e\u30d9\u30b9\u30c8KPI \u2014 \u5fdc\u7b54\u6642\u9593\u3001\u89e3\u6c7a\u6642\u9593\u3001FCR\u3001\u54c1\u8cea\u30b9\u30b3\u30a2<\/h3>\n<p>\u6700\u9069\u306aKPI\u306e\u9078\u629e\u306f\u3001\u4e3b\u306a\u76ee\u6a19\uff08\u30b9\u30d4\u30fc\u30c9\u3001\u89e3\u6c7a\u3001\u30b3\u30b9\u30c8\u3001\u307e\u305f\u306f\u4f53\u9a13\uff09\u306b\u4f9d\u5b58\u3057\u307e\u3059\u3002\u79c1\u306f\u3001\u904b\u7528\u52b9\u7387\u3068\u9867\u5ba2\u306e\u611f\u60c5\u306e\u4e21\u65b9\u3092\u53cd\u6620\u3059\u308b\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u30df\u30c3\u30af\u30b9\u3092\u512a\u5148\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u5fdc\u7b54\u6642\u9593 (FRT)<\/strong> \u2014 \u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u8a8d\u8b58\u306b\u3068\u3063\u3066\u91cd\u8981; \u81ea\u52d5\u30c8\u30ea\u30a2\u30fc\u30b8\u3001\u610f\u56f3\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001Messenger Bot\u306e\u5373\u6642\u78ba\u8a8d\u3092\u6d3b\u7528\u3057\u3066\u653e\u68c4\u3092\u6e1b\u3089\u3057\u3001CSAT\u3092\u6539\u5584\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593<\/strong> \u2014 \u554f\u984c\u304c\u5b8c\u5168\u306b\u89e3\u6c7a\u3055\u308c\u308b\u307e\u3067\u306e\u901f\u3055\u3092\u6e2c\u5b9a\u3057\u307e\u3059; \u4e2d\u592e\u89e3\u6c7a\u6642\u9593\u3068SLA\u5185\u3067\u89e3\u6c7a\u3055\u308c\u305f%\u3092\u4f7f\u7528\u3057\u3066\u5916\u308c\u5024\u306b\u3088\u308b\u504f\u308a\u3092\u907f\u3051\u307e\u3059\u3002\u77ed\u3044\u89e3\u6c7a\u6642\u9593\u306f\u901a\u5e38CSAT\u3092\u6539\u5584\u3057\u307e\u3059\u304c\u3001\u54c1\u8cea\u3068\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002.<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong> \u2014 \u52b9\u679c\u7684\u306a\u6307\u6a19\u306e\u4e00\u3064; FCR\u3092\u5897\u3084\u3059\u3053\u3068\u3067\u518d\u63a5\u89e6\u3092\u6e1b\u3089\u3057\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u4e0b\u3052\u306a\u304c\u3089CSAT\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u554f\u984c\u306e\u7a2e\u985e\u3054\u3068\u306b\u8ffd\u8de1\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u8a18\u4e8b\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u80fd\u529b\u5411\u4e0a\u3092\u512a\u5148\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u54c1\u8cea\u30b9\u30b3\u30a2 (QA)<\/strong> \u2014 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u3088\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u8cea\uff08\u30c8\u30fc\u30f3\u3001\u6b63\u78ba\u6027\u3001\u30dd\u30ea\u30b7\u30fc\u9075\u5b88\uff09\u3002QA\u306fAHT\u3068\u30b9\u30d4\u30fc\u30c9\u306e\u5411\u4e0a\u304c\u9867\u5ba2\u4f53\u9a13\u3092\u640d\u306a\u308f\u306a\u3044\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059; QA\u3092CSAT\u3068CES\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u3069\u306e\u3088\u3046\u306b\u904b\u7528\u5316\u3059\u308b\u304b:<\/p>\n<ol>\n<li>\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eSLA\u3092\u8a2d\u5b9a\u3057\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3001\u305d\u308c\u3089\u306e\u76ee\u6a19\u306b\u5bfe\u3057\u3066FRT\u3068\u89e3\u6c7a\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li>FCR\u3092\u5148\u884c\u6307\u6a19\u3068\u3057\u3066\u4f7f\u7528\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u3084\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092\u901a\u3058\u3066\u6539\u5584\u3057\u307e\u3059; \u5931\u6557\u3057\u305fFCR\u30b1\u30fc\u30b9\u306b\u3064\u3044\u3066\u6bce\u6708\u6839\u672c\u539f\u56e0\u5206\u6790\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002.<\/li>\n<li>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306bQA\u30c1\u30a7\u30c3\u30af\u30dd\u30a4\u30f3\u30c8\u3092\u7d44\u307f\u8fbc\u307f\u3001QA\u3068CSAT\u304a\u3088\u3073CES\u3092\u76f8\u95a2\u3055\u305b\u3066\u54c1\u8cea\/\u30b9\u30d4\u30fc\u30c9\u306e\u30c8\u30ec\u30fc\u30c9\u30aa\u30d5\u3092\u691c\u51fa\u3057\u307e\u3059\u3002.<\/li>\n<li>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3078\u306e\u5831\u544a\u3092\u81ea\u52d5\u5316\u3057\u3001\u5229\u5bb3\u95a2\u4fc2\u8005\u306e\u305f\u3081\u306b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306ePDF\u3092\u751f\u6210\u3057\u307e\u3059\uff08\u6bce\u6708\uff0f\u56db\u534a\u671f\u3054\u3068\uff09\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3092\u4f7f\u7528\u3057\u3066\u3001\u53ef\u8996\u6027\u3092\u6a19\u6e96\u5316\u3057\u307e\u3059\u3002.<\/li>\n<\/ol>\n<p>\u3088\u308a\u73fe\u5b9f\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u305f\u3081\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u3064\u3044\u3066\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2kpi%e3%81%ae%e7%bf%92%e5%be%97-%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%80%81%e6%88%90%e5%8a%9f%e3%80%81%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e9%ab%98%e3%82%81%e3%82%8b%e3%81%9f\/\">\u9867\u5ba2KPI\u30ac\u30a4\u30c9<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9kpi%e6%8c%87%e6%a8%99%e3%81%ae%e7%bf%92%e5%be%97%e3%80%81%e4%b8%bb%e8%a6%81%e3%82%b9%e3%82%ad%e3%83%ab%e3%80%81%e5%85%88%e8%a1%8c%e6%8c%87\/\">\u4e3b\u8981\u306a\u6307\u6a19\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u306e\u30b3\u30ec\u30af\u30b7\u30e7\u30f3\u3092\u78ba\u8a8d\u3057\u3066\u3001\u30b9\u30d4\u30fc\u30c9\u3001\u30b3\u30b9\u30c8\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u3063\u305f\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u69cb\u7bc9\u3057\u3066\u304f\u3060\u3055\u3044\u3002.<\/p>\n<h2>\u9867\u5ba2\u6210\u529f\u306b\u7126\u70b9\u3092\u5f53\u3066\u305f\u6307\u6a19\u3068\u512a\u5148\u9806\u4f4d\u4ed8\u3051<\/h2>\n<h3>\u9867\u5ba2\u6210\u529f\u306e\u89b3\u70b9\u304b\u3089\u8ffd\u8de1\u3059\u308b\u3079\u304d\u30c8\u30c3\u30d75\u306eKPI\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u79c1\u306e\u9867\u5ba2\u6210\u529f\u30d7\u30ed\u30b0\u30e9\u30e0\u306e\u904b\u55b6\u7d4c\u9a13\u304b\u3089\u3001\u8ffd\u8de1\u3059\u3079\u304d\u30c8\u30c3\u30d75\u306eKPI\u306f\u3001\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3001\u53ce\u76ca\u306e\u62e1\u5927\u3001\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u30b9\u30d4\u30fc\u30c9\u3001\u88fd\u54c1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3001\u4e88\u6e2c\u7684\u5065\u5eb7\u4fe1\u53f7\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u3082\u306e\u3067\u3059\u3002\u3053\u308c\u3089\u306e5\u3064\u306eKPI\u306f\u3001\u521d\u671f\u306e\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u304b\u3089\u9577\u671f\u7684\u306a\u30a2\u30ab\u30a6\u30f3\u30c8\u4fa1\u5024\u307e\u3067\u306e\u660e\u78ba\u306a\u8996\u754c\u3092\u63d0\u4f9b\u3057\u3001\u7a4d\u6975\u7684\u306a\u4ecb\u5165\u306e\u512a\u5148\u9806\u4f4d\u3092\u4ed8\u3051\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002.<\/p>\n<ul>\n<li><strong>\u89e3\u7d04\u7387<\/strong> \u2014 \u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u30ea\u30b9\u30af\u306e\u6700\u3082\u76f4\u63a5\u7684\u306a\u6307\u6a19\u3067\u3059\u3002\u79c1\u306f\u3001\u30b3\u30db\u30fc\u30c8\u5225\u304a\u3088\u3073\u5951\u7d04ARR\uff0fMRR\u5225\u3001\u3055\u3089\u306b\u5931\u3063\u305f\u30a2\u30ab\u30a6\u30f3\u30c8\u306e\u6570\u306b\u3088\u3063\u3066\u30c1\u30e3\u30fc\u30f3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u30b3\u30db\u30fc\u30c8\u5206\u6790\u3068\u751f\u5b58\u66f2\u7dda\u306f\u3001\u30c1\u30e3\u30fc\u30f3\u304c\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u3001\u5b63\u7bc0\u6027\u3001\u307e\u305f\u306f\u7279\u5b9a\u306e\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306b\u96c6\u4e2d\u3057\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002\u30c1\u30e3\u30fc\u30f3\u3092\u6570\u30d1\u30fc\u30bb\u30f3\u30c8\u30dd\u30a4\u30f3\u30c8\u6e1b\u5c11\u3055\u305b\u308b\u3060\u3051\u3067\u3082\u3001\u6642\u9593\u306e\u7d4c\u904e\u3068\u3068\u3082\u306bARR\u306e\u6210\u9577\u3092\u52a0\u901f\u3055\u305b\u307e\u3059\u3002.<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u53ce\u76ca\u7dad\u6301\u7387\uff08NRR\uff09\uff0f\u62e1\u5f35MRR<\/strong> \u2014 \u3042\u306a\u305f\u306e\u6210\u529f\u30c1\u30fc\u30e0\u304c\u65e2\u5b58\u306e\u9867\u5ba2\u3092\u30a2\u30c3\u30d7\u30bb\u30eb\u3001\u30af\u30ed\u30b9\u30bb\u30eb\u3001\u5951\u7d04\u306e\u6e1b\u5c11\u3092\u901a\u3058\u3066\u6210\u9577\u306b\u5909\u3048\u308b\u52b9\u679c\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u79c1\u306fSaaS\u6210\u9577\u306e\u305f\u3081\u306bNRR &gt;100%\u3092\u76ee\u6307\u3057\u3066\u3044\u307e\u3059\u3002\u4f7f\u7528\u306b\u57fa\u3065\u304f\u62e1\u5f35\u30c8\u30ea\u30ac\u30fc\u306b\u95a2\u3059\u308b\u77ed\u671f\u7684\u306a\u5b9f\u9a13\u306f\u3001\u3057\u3070\u3057\u3070\u6700\u826f\u306e\u5411\u4e0a\u3092\u3082\u305f\u3089\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2<\/strong> \u2014 \u4f7f\u7528\u72b6\u6cc1\u3001\u30b5\u30dd\u30fc\u30c8\u30b7\u30b0\u30ca\u30eb\u3001NPS\/CSAT\u30c8\u30ec\u30f3\u30c9\u3001\u8acb\u6c42\u72b6\u6cc1\u3001\u6a5f\u80fd\u63a1\u7528\u3092\u52a0\u5473\u3057\u305f\u91cd\u307f\u4ed8\u3051\u30b3\u30f3\u30dd\u30b8\u30c3\u30c8\u30920\u2013100\u306b\u6b63\u898f\u5316\u3057\u307e\u3059\u3002\u30d8\u30eb\u30b9\u30b9\u30b3\u30a2\u306f\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u306e\u305f\u3081\u306e\u904b\u7528\u30a8\u30f3\u30b8\u30f3\u3067\u3059\uff1a\u4f4e\u30d8\u30eb\u30b9\u306e\u30a2\u30ab\u30a6\u30f3\u30c8\u306b\u306f\u9ad8\u63a5\u89e6\u306e\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u304c\u63d0\u4f9b\u3055\u308c\u3001\u9ad8\u30d8\u30eb\u30b9\u306e\u30a2\u30ab\u30a6\u30f3\u30c8\u306f\u62e1\u5f35\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u304c\u512a\u5148\u3055\u308c\u307e\u3059\u3002.<\/li>\n<li><strong>\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593 (TTV)<\/strong> \u2014 \u9867\u5ba2\u304c\u5b9a\u7fa9\u3055\u308c\u305f\u300c\u4fa1\u5024\u306e\u77ac\u9593\u300d\u306b\u5230\u9054\u3059\u308b\u307e\u3067\u306e\u901f\u3055\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u30d7\u30e9\u30f3\u3054\u3068\u306e\u4e2d\u592e\u5024TTV\u3092\u8ffd\u8de1\u3057\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u30b9\u30d7\u30ea\u30f3\u30c8\u30e1\u30c8\u30ea\u30c3\u30af\u3068\u3057\u3066\u4f7f\u7528\u3057\u307e\u3059\u3002\u77ed\u3044TTV\u306f\u4e00\u8cab\u3057\u3066\u521d\u671f\u306e\u89e3\u7d04\u3092\u6e1b\u5c11\u3055\u305b\u3001\u62e1\u5f35\u306e\u53ef\u80fd\u6027\u3092\u9ad8\u3081\u307e\u3059\u3002.<\/li>\n<li><strong>\u88fd\u54c1\u63a1\u7528 \/ \u6a5f\u80fd\u63a1\u7528\u30e1\u30c8\u30ea\u30c3\u30af<\/strong> \u2014 \u30b3\u30a2\u6a5f\u80fd\u306e\u63a1\u7528\u7387\uff08\u30b3\u30db\u30fc\u30c8\u304a\u3088\u3073\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u5225\uff09\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u610f\u56f3\u3057\u305f\u4fa1\u5024\u3092\u5f15\u304d\u51fa\u3057\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u793a\u3057\u307e\u3059\u3002\u63a1\u7528\u3092\u30da\u30eb\u30bd\u30ca\u5225\u306b\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u63a1\u7528\u306e\u95be\u5024\u3092\u81ea\u52d5\u5316\u3055\u308c\u305f\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u7d71\u5408\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u6559\u80b2\u3084CSM\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u306f\u9867\u5ba2\u6210\u529f\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3067\u4e00\u7dd2\u306b\u8ffd\u8de1\u3055\u308c\u308b\u3079\u304d\u3067\u3001\u76f8\u95a2\u95a2\u4fc2\uff08\u4f8b\uff1a\u9577\u3044TTV \u2192 \u4f4e\u3044\u63a1\u7528 \u2192 \u9ad8\u3044\u89e3\u7d04\uff09\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3068\u6708\u6b21\u30ec\u30d3\u30e5\u30fc\u306e\u30b5\u30a4\u30af\u30eb\u3092\u901a\u3058\u3066\u904b\u7528\u5316\u3057\u3001\u5b9f\u9a13\u7684\u306a\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u20141\u3064\u306eKPI\u3092\u5bfe\u8c61\u3068\u3057\u305f\u5c0f\u3055\u304f\u6e2c\u5b9a\u53ef\u80fd\u306a\u5909\u66f4\u2014\u3092\u4f7f\u7528\u3057\u3066\u3001\u30bb\u30c3\u30c8\u5168\u4f53\u306b\u5bfe\u3059\u308b\u5f71\u97ff\u3092\u30c6\u30b9\u30c8\u3057\u307e\u3059\u3002.<\/p>\n<h3>\u30c8\u30c3\u30d75 KPI\uff1a\u89e3\u7d04\u7387\u3001\u62e1\u5f35MRR\u3001\u30d8\u30eb\u30b9\u30b9\u30b3\u30a2\u3001\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593\u3001\u88fd\u54c1\u63a1\u7528\u30e1\u30c8\u30ea\u30c3\u30af<\/h3>\n<p>\u5404\u30e1\u30c8\u30ea\u30c3\u30af\u3092\u5b9a\u7fa9\u3057\u3001\u6e2c\u5b9a\u3057\u3001\u5b9f\u884c\u3059\u308b\u65b9\u6cd5\u3092\u3001\u5b9f\u7528\u7684\u306a\u4f8b\u3068\u9069\u5fdc\u53ef\u80fd\u306a\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u793a\u3057\u3066\u8aac\u660e\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u89e3\u7d04\u7387 \u2014 \u5b9a\u7fa9\u3001\u6e2c\u5b9a\u3001\u30a2\u30af\u30b7\u30e7\u30f3<\/h4>\n<p>\u5b9a\u7fa9\u3068\u6e2c\u5b9a\uff1a\u671f\u9593\u4e2d\u306b\u5931\u308f\u308c\u305f\u9867\u5ba2\u306e\u5272\u5408 = (\u958b\u59cb\u6642\u306e\u9867\u5ba2\u6570 - \u7d42\u4e86\u6642\u306e\u9867\u5ba2\u6570 + \u65b0\u898f\u9867\u5ba2\u6570) \u00f7 \u958b\u59cb\u6642\u306e\u9867\u5ba2\u6570 \u00d7 100\u3002\u30ed\u30b4\u306e\u96e2\u8131\u7387\u3068\u53ce\u76ca\u306e\u96e2\u8131\u7387\uff08MRR\/ARR\uff09\u3092\u4e21\u65b9\u6e2c\u5b9a\u3057\u3001\u6708\u6b21\u306e\u30b3\u30db\u30fc\u30c8\u30ec\u30d9\u30eb\u306e\u751f\u5b58\u5206\u6790\u3092\u5b9f\u65bd\u3057\u3066\u65e9\u671f\u8b66\u544a\u4fe1\u53f7\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u96e2\u8131\u3092\u6e1b\u3089\u3059\u305f\u3081\u306e\u30a2\u30af\u30b7\u30e7\u30f3\uff1a\u5065\u5eb7\u30b9\u30b3\u30a2\u306e\u95be\u5024\u3092\u901a\u3058\u3066\u30ea\u30b9\u30af\u306e\u3042\u308b\u30a2\u30ab\u30a6\u30f3\u30c8\u3092\u512a\u5148\u3057\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b7\u30fc\u30b1\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3001\u4f7f\u7528\u306e\u6e1b\u5c11\u306b\u5bfe\u3057\u3066\u81ea\u52d5\u30c1\u30a7\u30c3\u30af\u30a4\u30f3\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002\u305d\u308c\u3089\u3092\u5b9a\u6027\u7684\u306a\u9000\u8077\u30a4\u30f3\u30bf\u30d3\u30e5\u30fc\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u30b7\u30b9\u30c6\u30e0\u7684\u306a\u88fd\u54c1\u3084\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u30cd\u30c3\u30c8\u53ce\u76ca\u7dad\u6301\u7387\uff08NRR\uff09\/\u62e1\u5f35MRR \u2014 \u305d\u308c\u3092\u8ffd\u8de1\u3057\u3001\u6210\u9577\u3055\u305b\u308b\u65b9\u6cd5<\/h4>\n<p>\u5b9a\u7fa9\u3068\u6e2c\u5b9a\uff1aNRR = (\u958b\u59cb\u6642\u306eMRR + \u62e1\u5f35MRR - \u96e2\u8131\u3057\u305fMRR - \u7e2e\u5c0f\u3057\u305fMRR) \u00f7 \u958b\u59cb\u6642\u306eMRR \u00d7 100\u3002NRR\u3092\u30b3\u30db\u30fc\u30c8\u3001ARR\u30d0\u30f3\u30c9\u3001\u696d\u7a2e\u5225\u306b\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3066\u3001\u62e1\u5f35\u306e\u52d5\u304d\u304c\u6700\u3082\u52b9\u679c\u7684\u306a\u5834\u6240\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u6210\u9577\u6226\u7565\uff1a\u4f7f\u7528\u4fe1\u53f7\u3092\u30a2\u30c3\u30d7\u30bb\u30eb\u306e\u30c8\u30ea\u30ac\u30fc\u306b\u30de\u30c3\u30d4\u30f3\u30b0\uff08\u4f8b\uff1a\u30d1\u30ef\u30fc\u30e6\u30fc\u30b6\u30fc\u884c\u52d5\u306e\u6301\u7d9a\u7684\u306a\u5897\u52a0\uff09\u3001\u4fa1\u5024\u306b\u57fa\u3065\u304f\u66f4\u65b0\u306e\u4f1a\u8a71\u3092\u5b9f\u65bd\u3057\u3001\u9ad8\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u30a2\u30ab\u30a6\u30f3\u30c8\u3092\u62e1\u5f35\u6a5f\u4f1a\u306b\u5909\u63db\u3059\u308b\u305f\u3081\u306e\u30bf\u30fc\u30b2\u30c3\u30c8\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2 \u2014 \u4e88\u6e2c\u30e2\u30c7\u30eb\u306e\u69cb\u7bc9<\/h4>\n<p>\u69cb\u7bc9\uff1a\u88fd\u54c1\u4f7f\u7528\uff08DAU\/WAU\/MAU\u6bd4\u7387\uff09\u3001\u6a5f\u80fd\u63a1\u7528\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u91cf\u3068\u6df1\u523b\u5ea6\u3001CSAT\/NPS\u306e\u30c8\u30ec\u30f3\u30c9\u3001\u304a\u3088\u3073\u8acb\u6c42\u6307\u6a19\u3092\u7d44\u307f\u5408\u308f\u305b\u307e\u3059\u3002\u6b74\u53f2\u7684\u306a\u89e3\u7d04\u3068\u62e1\u5f35\u306e\u7d50\u679c\u3092\u4f7f\u7528\u3057\u3066\u91cd\u307f\u3092\u8abf\u6574\u3057\u3001\u6bce\u6708\u66f4\u65b0\u3057\u307e\u3059\u3002.<\/p>\n<p>\u904b\u7528\u5229\u7528\uff1a\u30d8\u30eb\u30b9\u30b9\u30b3\u30a2\u304c\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002\u81ea\u52d5\u5316\u3055\u308c\u305f\u4f4e\u30d8\u30eb\u30b9\u30a2\u30e9\u30fc\u30c8\u304c\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\uff08CSM\u306e\u30a2\u30a6\u30c8\u30ea\u30fc\u30c1\u3001\u7d4c\u55b6\u9663\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u307e\u305f\u306f\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u30ea\u30d5\u30ec\u30c3\u30b7\u30e5\uff09\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u3001\u9ad8\u30d8\u30eb\u30b9\u30a2\u30ab\u30a6\u30f3\u30c8\u306f\u62e1\u5f35\u306e\u6d41\u308c\u306b\u5165\u308a\u307e\u3059\u3002.<\/p>\n<h4>\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593\uff08TTV\uff09\u2014 \u77ed\u7e2e\u3057\u3001\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059<\/h4>\n<p>\u5b9a\u7fa9\uff1a\u5951\u7d04\u7f72\u540d\u304b\u3089\u4e8b\u524d\u5b9a\u7fa9\u3055\u308c\u305f\u4fa1\u5024\u306e\u30de\u30a4\u30eb\u30b9\u30c8\u30fc\u30f3\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3002\u6e2c\u5b9a\u306b\u306f\u3001\u8a08\u753b\u3054\u3068\u306b\u660e\u78ba\u3067\u5408\u610f\u3055\u308c\u305f\u300c\u4fa1\u5024\u306e\u77ac\u9593\u300d\u304c\u5fc5\u8981\u3067\u3059\uff08\u4f8b\u3048\u3070\uff1a\u6700\u521d\u306e\u30e9\u30a4\u30d6\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3001\u6700\u521d\u306eROI\u30ec\u30dd\u30fc\u30c8\u306e\u914d\u4fe1\u3001\u307e\u305f\u306f\u6700\u521d\u306e3\u3064\u306e\u30d1\u30ef\u30fc\u30e6\u30fc\u30b6\u30fc\u30a2\u30af\u30b7\u30e7\u30f3\uff09\u3002.<\/p>\n<p>\u52a0\u901f\u6226\u8853\uff1a\u6a19\u6e96\u5316\u3055\u308c\u305f\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3001\u30de\u30a4\u30eb\u30b9\u30c8\u30fc\u30f3\u30d9\u30fc\u30b9\u306e\u6210\u529f\u30d7\u30e9\u30f3\u3001\u304a\u3088\u3073Messenger Bot\u3092\u4ecb\u3057\u3066\u5b9f\u884c\u3059\u308b\u81ea\u52d5\u5316\u3055\u308c\u305f\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b7\u30fc\u30b1\u30f3\u30b9\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30b9\u30c6\u30c3\u30d7\u30d0\u30a4\u30b9\u30c6\u30c3\u30d7\u306e\u6307\u793a\u3001\u30de\u30a4\u30af\u30ed\u8abf\u67fb\u3001\u304a\u3088\u3073\u6469\u64e6\u3092\u6e1b\u3089\u3057TTV\u3092\u77ed\u7e2e\u3059\u308b\u30ea\u30de\u30a4\u30f3\u30c0\u30fc\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u88fd\u54c1\u63a1\u7528\u6307\u6a19 \u2014 \u5b9f\u7528\u7684\u306a\u30bb\u30b0\u30e1\u30f3\u30c6\u30fc\u30b7\u30e7\u30f3\u3068\u6700\u9069\u5316<\/h4>\n<p>\u4e3b\u8981\u6307\u6a19\uff1a\u30b3\u30a2\u6a5f\u80fd\u3092\u4f7f\u7528\u3057\u3066\u3044\u308b\u9069\u683c\u30e6\u30fc\u30b6\u30fc\u306e%\u3001\u30e6\u30fc\u30b6\u30fc\u3054\u3068\u306e\u91cd\u8981\u306a\u30a4\u30d9\u30f3\u30c8\u306e\u983b\u5ea6\u3001\u304a\u3088\u3073\u6df1\u3055\uff08\u30e6\u30fc\u30b6\u30fc\u304c\u5b8c\u4e86\u3059\u308b\u30b3\u30a2\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u6570\uff09\u3002\u79c1\u306f\u30b3\u30db\u30fc\u30c8\u3001\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u3001\u9867\u5ba2\u30da\u30eb\u30bd\u30ca\u3054\u3068\u306b\u63a1\u7528\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/p>\n<p>\u4ecb\u5165\uff1a\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30a2\u30d7\u30ea\u5185\u30d7\u30ed\u30f3\u30d7\u30c8\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u30d8\u30eb\u30d7\u3001\u4f4e\u63a1\u7528\u30b3\u30db\u30fc\u30c8\u5411\u3051\u306e\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3001\u304a\u3088\u3073\u6559\u80b2\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3002\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30e1\u30c3\u30bb\u30fc\u30b8\u306eA\/B\u30c6\u30b9\u30c8\u3068\u63a1\u7528\u8ffd\u8de1\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u901a\u5e38\u306f\u6700\u3082\u65e9\u3044\u6210\u679c\u304c\u5f97\u3089\u308c\u307e\u3059\u3002.<\/p>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u5b9f\u8df5\u306b\u79fb\u3059\u305f\u3081\u306b\u3001\u79c1\u306f\u305d\u308c\u3089\u3092\u9867\u5ba2\u6210\u529f\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306b\u7d71\u5408\u3057\u3001\u95be\u5024\u3092\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\u3002\u3053\u3053\u3067\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u304c\u6a19\u6e96\u5316\u306b\u3068\u3063\u3066\u975e\u5e38\u306b\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002\u72ec\u81ea\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u4f5c\u6210\u3057\u3001\u5229\u5bb3\u95a2\u4fc2\u8005\u5411\u3051\u306e\u30ec\u30dd\u30fc\u30c8\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3084\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u9069\u5fdc\u3067\u304d\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u305d\u3057\u3066\u3001\u3088\u308a\u5e83\u7bc4\u306a <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2kpi%e3%81%ae%e7%bf%92%e5%be%97-%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%80%81%e6%88%90%e5%8a%9f%e3%80%81%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e9%ab%98%e3%82%81%e3%82%8b%e3%81%9f\/\">\u9867\u5ba2KPI\u30ac\u30a4\u30c9<\/a>.<\/p>\n<p>\u6ce8\uff1aBrain Pod AI\u306f\u3001\u30c1\u30fc\u30e0\u304c\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306e\u30b3\u30d4\u30fc\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30e1\u30c3\u30bb\u30fc\u30b8\u3001KPI\u5831\u544a\u306e\u30caarr\u30c6\u30a3\u30d6\u3092\u751f\u6210\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308bAI\u30e9\u30a4\u30c6\u30a3\u30f3\u30b0\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u6587\u66f8\u5316\u3068\u5831\u544a\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u52a0\u901f\u3057\u3001\u6e2c\u5b9a\u3055\u308c\u305fKPI\u306e\u6210\u679c\u3068\u6574\u5408\u6027\u3092\u4fdd\u3064\u3053\u3068\u304c\u3067\u304d\u307e\u3059\uff08\u8a73\u7d30\u306b\u3064\u3044\u3066\u306fBrain Pod AI Writer\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\uff1a <a href=\"https:\/\/brainpod.ai\/ai-writer\/\" target=\"_blank\" rel=\"noopener\">AI\u30e9\u30a4\u30bf\u30fc<\/a>).<\/p>\n<p>\u6700\u5f8c\u306b\u3001\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5b9a\u671f\u7684\u306a\u5831\u544a\u306b\u904b\u7528\u5316\u3059\u308b\u6e96\u5099\u304c\u3067\u304d\u305f\u3089\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306ePDF\u3084\u69cb\u9020\u5316\u3055\u308c\u305f\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u3088\u3046\u306a\u30a8\u30af\u30b9\u30dd\u30fc\u30bf\u30d6\u30eb\u8cc7\u7523\u304c\u3001\u9032\u6357\u3092\u7d4c\u55b6\u9663\u3084\u88fd\u54c1\u30c1\u30fc\u30e0\u306b\u4f1d\u3048\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u7d50\u5408\u30d3\u30e5\u30fc\u3092\u4f7f\u7528\u3057\u3066\u5b9f\u9a13\uff08\u4f8b\uff1aTTV\u524a\u6e1b\u30d1\u30a4\u30ed\u30c3\u30c8\uff09\u3092\u5b9f\u65bd\u3057\u3001NRR\u3084\u30c1\u30e3\u30fc\u30f3\u3078\u306e\u4e0b\u6d41\u306e\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/customer-service-kpi-examples-386273.jpg\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u539f\u5247\u3068\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u6307\u6a19<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e5\u3064\u306eC\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u79c1\u306f5C\u3092\u7565\u8a9e\u3068\u3057\u3066\u4f7f\u7528\u3057\u3001\u30c1\u30fc\u30e0\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3057\u3001\u884c\u52d5\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u6210\u679c\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306f\u30b7\u30f3\u30d7\u30eb\u3067\u3001\u30b3\u30fc\u30c1\u53ef\u80fd\u3067\u3001\u8ffd\u8de1\u3059\u3079\u304d\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u306b\u76f4\u63a5\u7d50\u3073\u3064\u3044\u3066\u3044\u307e\u3059\u3002.<\/p>\n<ul>\n<li><strong>\u30b1\u30a2<\/strong> \u2014 \u771f\u306e\u5171\u611f\u3068\u9867\u5ba2\u4e2d\u5fc3\u306e\u914d\u616e\u3092\u793a\u3059\uff08\u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\uff09\u3002\u6e2c\u5b9a\uff1aCSAT\u30c8\u30ec\u30f3\u30c9\u3001\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u306e\u611f\u60c5\u5206\u6790\u3001\u304a\u3088\u3073\u5b9a\u6027\u7684\u306a\u8abf\u67fb\u30b3\u30e1\u30f3\u30c8\u3002\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\uff1a\u611f\u60c5\u3092\u8a8d\u8b58\u3057\u3001\u30a2\u30ab\u30a6\u30f3\u30c8\u5c65\u6b74\u3092\u53c2\u7167\u3057\u3001\u5e38\u306b\u30eb\u30fc\u30d7\u3092\u9589\u3058\u308b\uff08CX\u306b\u304a\u3051\u308b\u5171\u611f\u306b\u95a2\u3059\u308bHBR\u306e\u30ac\u30a4\u30c0\u30f3\u30b9\uff1a <a href=\"https:\/\/hbr.org\" target=\"_blank\" rel=\"noopener\">HBR<\/a>).<\/li>\n<li><strong>\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3<\/strong> \u2014 \u660e\u78ba\u3067\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u66f4\u65b0\u3068\u30c1\u30e3\u30cd\u30eb\u306b\u9069\u3057\u305f\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3002\u6e2c\u5b9a\uff1a\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES\uff09\u3001\u304a\u3088\u3073QA\u30eb\u30fc\u30d6\u30ea\u30c3\u30af\u306e\u660e\u78ba\u3055\u30b9\u30b3\u30a2\u3002\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\uff1a\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306eSLA\u3092\u8a2d\u5b9a\u3057\u3001\u30b9\u30c6\u30fc\u30bf\u30b9\u66f4\u65b0\u306e\u305f\u3081\u306e\u5e73\u6613\u306a\u8a00\u8a9e\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3059\u308b\u3002.<\/li>\n<li><strong>\u80fd\u529b<\/strong> \u2014 \u88fd\u54c1\u77e5\u8b58\u3068\u30d7\u30ed\u30bb\u30b9\u306e\u660e\u78ba\u3055\u306b\u57fa\u3065\u3044\u305f\u6b63\u78ba\u3067\u52b9\u7387\u7684\u306a\u554f\u984c\u89e3\u6c7a\u3002\u6e2c\u5b9a\uff1a\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387\uff08FCR\uff09\u3001\u89e3\u6c7a\u6642\u9593\u3001\u304a\u3088\u3073\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u3002\u7d71\u5408\u3055\u308c\u305f\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3068\u5f79\u5272\u30d9\u30fc\u30b9\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3067\u80fd\u529b\u3092\u69cb\u7bc9\u3059\u308b\uff08Zendesk\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u53c2\u7167\uff1a <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>).<\/li>\n<li><strong>\u793c\u5100<\/strong> \u2014 \u5727\u529b\u4e0b\u3067\u3082\u793c\u5100\u3001\u5c0a\u91cd\u3001\u611f\u60c5\u7684\u77e5\u6027\u3002\u6e2c\u5b9a\uff1aQA\u30c8\u30fc\u30f3\u30e1\u30c8\u30ea\u30af\u30b9\u3001CSAT\u306e\u9010\u8a9e\u5206\u6790\u3001\u304a\u3088\u3073\u518d\u63a5\u89e6\u7387\u3002\u30b9\u30af\u30ea\u30d7\u30c8\u5316\u3055\u308c\u305f\u5171\u611f\u306e\u30bb\u30ea\u30d5\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u9632\u6b62\u306e\u6f14\u7fd2\u3092\u901a\u3058\u3066\u793c\u5100\u3092\u6307\u5c0e\u3059\u308b\u3002.<\/li>\n<li><strong>\u4e00\u8cab\u6027<\/strong> \u2014 \u30c1\u30e3\u30cd\u30eb\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u308f\u305f\u308b\u4e88\u6e2c\u53ef\u80fd\u3067\u4fe1\u983c\u6027\u306e\u3042\u308b\u30b5\u30fc\u30d3\u30b9\u3002\u6e2c\u5b9a\uff1aSLA\u9075\u5b88\u7387\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eCSAT\u306e\u3070\u3089\u3064\u304d\u3001\u304a\u3088\u3073\u30dd\u30ea\u30b7\u30fc\u306e\u9006\u8ee2\u983b\u5ea6\u3002\u4e00\u8cab\u6027\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3001\u304a\u3088\u3073\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30ebCRM\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3092\u4f7f\u7528\u3059\u308b\u3002.<\/li>\n<\/ul>\n<h3>KPI\u306e\u9078\u629e\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30fc\u30c1\u30f3\u30b0\u306b5C\u3092\u9069\u7528\u3059\u308b<\/h3>\n<p>\u79c1\u306f5\u3064\u306eC\u3092\u3001\u79c1\u304c\u8ffd\u8de1\u3059\u308bKPI\u3084\u65e5\u3005\u306e\u30b9\u30bf\u30f3\u30c9\u30a2\u30c3\u30d7\u3084\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u30ec\u30d3\u30e5\u30fc\u3067\u4f7f\u7528\u3059\u308b\u30b3\u30fc\u30c1\u30f3\u30b0\u30b7\u30b0\u30ca\u30eb\u306b\u76f4\u63a5\u7ffb\u8a33\u3057\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u3059\u3050\u306b\u4f7f\u7528\u3067\u304d\u308b\u5b9f\u7528\u7684\u306a\u30de\u30c3\u30d4\u30f3\u30b0\u3068\u904b\u7528\u624b\u9806\u3067\u3059\u3002.<\/p>\n<ul>\n<li><strong>\u5404C\u3092KPI\u306b\u30de\u30c3\u30d4\u30f3\u30b0:<\/strong> \u30b1\u30a2 \u2192 CSAT &amp; CES; \u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3 \u2192 FRT &amp; \u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u66f4\u65b0\u7387; \u80fd\u529b \u2192 FCR &amp; \u89e3\u6c7a\u6642\u9593; \u793c\u5100 \u2192 QA &amp; CSAT\u30b3\u30e1\u30f3\u30c8; \u4e00\u8cab\u6027 \u2192 SLA\u9075\u5b88 &amp; \u518d\u63a5\u89e6\u7387\u3002\u3053\u308c\u3089\u306e\u30de\u30c3\u30d4\u30f3\u30b0\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3092\u30b3\u30fc\u30c1\u30f3\u30b0\u306e\u4f1a\u8a71\u3067\u5b9f\u884c\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>5\u3064\u306eC\u306b\u57fa\u3065\u3044\u3066QA\u30d5\u30a9\u30fc\u30e0\u3092\u8a2d\u8a08:<\/strong> \u30b1\u30a2\u3001\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3001\u80fd\u529b\u3001\u793c\u5100\u3001\u4e00\u8cab\u6027\u3092\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5177\u4f53\u7684\u3067\u30e1\u30c8\u30ea\u30c3\u30af\u306b\u30ea\u30f3\u30af\u3055\u308c\u305f\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53d7\u3051\u53d6\u308b\u305f\u3081\u306b\u3001\u3059\u3079\u3066\u306eQA\u30ec\u30d3\u30e5\u30fc\u3067\u30b9\u30b3\u30a2\u57fa\u6e96\u3068\u3057\u3066\u57cb\u3081\u8fbc\u3093\u3067\u304f\u3060\u3055\u3044\u3002.<\/li>\n<li><strong>\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u901a\u3058\u3066\u904b\u7528\u5316:<\/strong> \u30de\u30c3\u30d4\u30f3\u30b0\u3055\u308c\u305fKPI\u3092\u6708\u6b21\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306b\u7d71\u5408\u3057\u3066\u3001\u30c1\u30fc\u30e0\u9593\u306e\u5831\u544a\u3092\u6a19\u6e96\u5316\u3057\u307e\u3059\u3002\u79c1\u306f\u6bce\u6708\u3001\u5229\u5bb3\u95a2\u4fc2\u8005\u304c\u4e00\u76ee\u3067\u30c8\u30ec\u30f3\u30c9\u3092\u78ba\u8a8d\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u5411\u3051\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI PDF\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3057\u307e\u3059; KPI\u30e9\u30a4\u30d6\u30e9\u30ea\u304b\u3089\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u9069\u5fdc\u3057\u3066\u8fc5\u901f\u306b\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u3057\u307e\u3059\uff08<a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a>).<\/li>\n<li><strong>\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3067\u30eb\u30fc\u30d7\u3092\u9589\u3058\u308b:<\/strong> \u30cd\u30ac\u30c6\u30a3\u30d6\u306aCSAT\/CES\u306e\u5fdc\u7b54\u306b\u5bfe\u3057\u3066\u69cb\u9020\u5316\u3055\u308c\u305f\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u4f7f\u7528\u3057\u3001\u305d\u308c\u3089\u306e\u30b1\u30fc\u30b9\u3092\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u30bb\u30c3\u30b7\u30e7\u30f3\u306b\u7d50\u3073\u4ed8\u3051\u3001\u7e70\u308a\u8fd4\u3055\u308c\u308b\u6469\u64e6\u3092\u53d6\u308a\u9664\u304f\u305f\u3081\u306b\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u8a18\u4e8b\u3092\u66f4\u65b0\u3057\u307e\u3059\uff08\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u8ffd\u8de1\u65b9\u6cd5\u3092\u53c2\u7167:{ <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e3%81%ae%e8%bf%bd%e8%b7%a1%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u8ffd\u8de1<\/a>).<\/li>\n<li><strong>\u30b1\u30a2\u3092\u5931\u3046\u3053\u3068\u306a\u304f\u4e00\u8cab\u6027\u3092\u81ea\u52d5\u5316:<\/strong> \u81ea\u52d5\u5fdc\u7b54\u3068\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u30b7\u30fc\u30b1\u30f3\u30b9\u3092\u4f7f\u7528\u3057\u3066\u3001SLA\u306b\u6e96\u62e0\u3057\u305f\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u4fdd\u8a3c\u3057\u306a\u304c\u3089\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3092\u7dad\u6301\u3057\u307e\u3059\u3002Messenger Bot\u306f\u3001\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u30e1\u30c3\u30bb\u30fc\u30b8\u3068\u591a\u8a00\u8a9e\u306e\u63a5\u70b9\u3092\u30b9\u30b1\u30fc\u30eb\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u3001\u30c1\u30fc\u30e0\u304c\u9ad8\u3044\u8907\u96d1\u6027\u306e\u30b1\u30fc\u30b9\u3067\u80fd\u529b\u3068\u793c\u5100\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u30de\u30c3\u30d4\u30f3\u30b0\u30675C\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u3067\u3001\u6e2c\u5b9a\u53ef\u80fd\u306a\u30b3\u30fc\u30c1\u30f3\u30b0\u30eb\u30fc\u30d7\u304c\u4f5c\u6210\u3055\u308c\u307e\u3059\uff1aQA \u2192 \u30b9\u30b3\u30a2\u30ab\u30fc\u30c9 \u2192 \u30bf\u30fc\u30b2\u30c3\u30c8\u30b3\u30fc\u30c1\u30f3\u30b0 \u2192 \u66f4\u65b0\u3055\u308c\u305f\u30d7\u30ed\u30bb\u30b9\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306b\u5831\u544a\u3059\u308b\u540c\u3058\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u304c\u6539\u5584\u3055\u308c\u307e\u3059\u3002\u8fc5\u901f\u306a\u5c55\u958b\u306e\u305f\u3081\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u306e1\u3064\u3092\u51fa\u767a\u70b9\u3068\u3057\u3066\u9069\u5fdc\u3057\u3001\u6708\u6b21\u30ec\u30d3\u30e5\u30fc\u7528\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3092\u751f\u6210\u3057\u307e\u3059\u3002.<\/p>\n<h2>\u30b3\u30a2\u30b3\u30f3\u30d4\u30c6\u30f3\u30b7\u30fc\u3068\u30af\u30a4\u30c3\u30af\u30ea\u30d5\u30a1\u30ec\u30f3\u30b9\u30e1\u30c8\u30ea\u30c3\u30af<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e4C\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u79c1\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u6e2c\u5b9a\u53ef\u80fd\u306aKPI\u306b\u5408\u308f\u305b\u3066\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u8abf\u6574\u3059\u308b\u305f\u3081\u306e\u30b3\u30f3\u30d1\u30af\u30c8\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u3057\u3066\u30014C\uff08\u30b1\u30a2\u3001\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3001\u80fd\u529b\u3001\u4e00\u8cab\u6027\uff09\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u4ee5\u4e0b\u306b\u3001\u5404C\u306e\u5b9f\u7528\u7684\u306a\u30b7\u30b0\u30ca\u30eb\u3001\u6e2c\u5b9a\u3001\u304a\u3088\u3073\u6307\u6a19\u304c\u305a\u308c\u305f\u3068\u304d\u306b\u79c1\u304c\u53d6\u308b\u5177\u4f53\u7684\u306a\u884c\u52d5\u3092\u6982\u8aac\u3057\u307e\u3059\u3002.<\/p>\n<ul>\n<li><strong>\u30b1\u30a2<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u3059\u3079\u3066\u306e\u3084\u308a\u53d6\u308a\u306b\u304a\u3044\u3066\u672c\u7269\u306e\u5171\u611f\u3068\u9867\u5ba2\u7b2c\u4e00\u306e\u610f\u56f3\u3092\u793a\u3059\u3053\u3068\uff08\u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0\u3001\u611f\u60c5\u306e\u78ba\u8a8d\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\uff09\u3002\u91cd\u8981\u6027\uff1a\u5927\u5207\u306b\u3055\u308c\u3066\u3044\u308b\u3068\u611f\u3058\u308b\u9867\u5ba2\u306f\u3001\u3088\u308a\u9ad8\u3044CSAT\u3068\u5fe0\u8aa0\u5fc3\u3092\u5831\u544a\u3057\u307e\u3059\uff1b\u5171\u611f\u306f\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u53e3\u30b3\u30df\u3092\u6e1b\u5c11\u3055\u305b\u307e\u3059\u3002\u5b9f\u884c\u65b9\u6cd5\uff1a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5171\u611f\u7684\u306a\u8a00\u8a9e\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3057\u3001\u8fd4\u4fe1\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u305f\u3081\u306e\u30b1\u30fc\u30b9\u30ce\u30fc\u30c8\u3092\u8981\u6c42\u3057\u3001\u672a\u89e3\u6c7a\u306e\u554f\u984c\u306b\u5bfe\u3057\u3066\u30af\u30ed\u30fc\u30ba\u30c9\u30eb\u30fc\u30d7\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u7fa9\u52d9\u4ed8\u3051\u307e\u3059\u3002\u6e2c\u5b9a\uff1aCSAT\u3001\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u306e\u611f\u60c5\u5206\u6790\u3001\u30af\u30ed\u30fc\u30ba\u30c9\u30eb\u30fc\u30d7\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u5272\u5408\u3002\u30ac\u30a4\u30c0\u30f3\u30b9\uff1aCX\u306b\u304a\u3051\u308b\u5171\u611f\u306b\u95a2\u3059\u308b\u30cf\u30fc\u30d0\u30fc\u30c9\u30d3\u30b8\u30cd\u30b9\u30ec\u30d3\u30e5\u30fc\uff08<a href=\"https:\/\/hbr.org\" target=\"_blank\" rel=\"noopener\">HBR<\/a>).<\/li>\n<li><strong>\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u671f\u5f85\u3092\u8a2d\u5b9a\u3057\u3001\u72b6\u6cc1\u306e\u66f4\u65b0\u3092\u63d0\u4f9b\u3059\u308b\u660e\u78ba\u3067\u30bf\u30a4\u30e0\u30ea\u30fc\u3001\u304b\u3064\u30c1\u30e3\u30cd\u30eb\u306b\u9069\u3057\u305f\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3002\u79c1\u304c\u6ce8\u8996\u3059\u308b\u30b7\u30b0\u30ca\u30eb\uff1a\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u66f4\u65b0\u306e\u983b\u5ea6\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES\uff09\u3002\u6226\u8853\uff1a\u30c1\u30e3\u30cd\u30eb\u306eSLA\u3092\u5f37\u5236\u3057\u3001\u5e73\u6613\u306a\u8a00\u8a9e\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3057\u3001\u9ad8\u30dc\u30ea\u30e5\u30fc\u30e0\u30c1\u30e3\u30cd\u30eb\u306e\u305f\u3081\u306b\u81ea\u52d5\u5fdc\u7b54\u3092\u884c\u3044\u3001\u9867\u5ba2\u306b\u60c5\u5831\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u80fd\u529b<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u88fd\u54c1\u77e5\u8b58\u3068\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3078\u306e\u30a2\u30af\u30bb\u30b9\u3092\u901a\u3058\u3066\u554f\u984c\u3092\u6b63\u78ba\u304b\u3064\u52b9\u7387\u7684\u306b\u89e3\u6c7a\u3059\u308b\u80fd\u529b\u3002\u904b\u7528\u624b\u9806\uff1a\u30a2\u30af\u30bb\u30b9\u53ef\u80fd\u306a\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3092\u7dad\u6301\u3057\u3001\u5f79\u5272\u306b\u7279\u5316\u3057\u305f\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u884c\u3044\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306eUI\u306b\u7d71\u5408\u3055\u308c\u305f\u9867\u5ba2\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002KPI\uff1a\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\uff08FCR\uff09\u3001\u89e3\u6c7a\u6642\u9593\u3001QA\u306e\u6b63\u78ba\u6027\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\uff08\u53c2\u7167\u7528\u306bZendesk\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u53c2\u7167\uff1a <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>).<\/li>\n<li><strong>\u4e00\u8cab\u6027<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30c1\u30e3\u30cd\u30eb\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u5168\u4f53\u3067\u4e88\u6e2c\u53ef\u80fd\u3067\u6574\u5408\u6027\u306e\u3042\u308b\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3002\u79c1\u306f\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3001SLA\u30c8\u30e9\u30c3\u30ad\u30f3\u30b0\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u4f7f\u7528\u3057\u3066\u3001\u3059\u3079\u3066\u306e\u9867\u5ba2\u304c\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u95a2\u4fc2\u306a\u304f\u540c\u3058\u54c1\u8cea\u3092\u76ee\u306b\u3059\u308b\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u30e1\u30c8\u30ea\u30af\u30b9\uff1aSLA\u9075\u5b88\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eCSAT\u306e\u3070\u3089\u3064\u304d\u3001\u518d\u63a5\u89e6\u7387\u3002.<\/li>\n<\/ul>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u306eKPI\uff1a\u30ea\u30fc\u30c0\u30fc\u30b7\u30c3\u30d7\u30e1\u30c8\u30ea\u30af\u30b9\u3001\u30b3\u30fc\u30c1\u30f3\u30b0KPI\u3001SLA\u9075\u5b88\u3001\u30c1\u30fc\u30e0CSAT<\/h3>\n<p>\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u3068\u3057\u3066\u3001\u79c1\u306f4C\u3092\u30ea\u30fc\u30c0\u30fc\u30ec\u30d9\u30eb\u306eKPI\u306b\u5909\u63db\u3057\u3001\u65e5\u3005\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u3068\u6226\u7565\u7684\u6210\u679c\u3092\u7d50\u3073\u3064\u3051\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u79c1\u304c\u8ffd\u8de1\u3059\u308b\u4e3b\u8981\u306a\u30ea\u30fc\u30c0\u30fc\u30e1\u30c8\u30ea\u30af\u30b9\u3001\u6e2c\u5b9a\u65b9\u6cd5\u3001\u76ee\u6a19\u304c\u4e0b\u56de\u3063\u305f\u3068\u304d\u306b\u5b9f\u65bd\u3059\u308b\u4ecb\u5165\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002.<\/p>\n<ul>\n<li><strong>\u30c1\u30fc\u30e0CSAT &amp; CES<\/strong> \u2014 \u30ad\u30e5\u30fc\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30db\u30fc\u30c8\u3054\u3068\u306b\u6bce\u9031\u306e\u30ed\u30fc\u30ebCSAT\u3068CES\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u30b3\u30db\u30fc\u30c8\u304c\u76ee\u6a19\u3092\u4e0b\u56de\u3063\u305f\u5834\u5408\u3001\u7279\u5b9a\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u30bb\u30c3\u30b7\u30e7\u30f3\u3084\u30b9\u30af\u30ea\u30d7\u30c8\u306e\u6539\u8a02\u306b\u95a2\u9023\u4ed8\u3051\u305f\u6539\u5584\u30b9\u30d7\u30ea\u30f3\u30c8\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>FRT\u3068SLA\u9075\u5b88<\/strong> \u2014 \u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eSLA\u9075\u5b88\u3068\u5e73\u5747\u521d\u56de\u5fdc\u7b54\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002SLA\u9055\u53cd\u3092\u5f15\u304d\u8d77\u3053\u3059\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3084\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u660e\u3089\u304b\u306b\u3057\u3001\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3092\u89e3\u6d88\u3059\u308b\u305f\u3081\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3084\u81ea\u52d5\u5316\u306e\u5909\u66f4\uff08Messenger Bot\u306b\u3088\u308b\u81ea\u52d5\u78ba\u8a8d\u3084\u30bf\u30b9\u30af\u30c8\u30ea\u30ac\u30fc\u578b\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u542b\u3080\uff09\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>FCR\u3068\u89e3\u6c7a\u6642\u9593<\/strong> \u2014 \u554f\u984c\u30bf\u30a4\u30d7\u3054\u3068\u306eFCR\u3092\u76e3\u8996\u3057\u307e\u3059\u3002FCR\u304c\u4f4e\u4e0b\u3057\u305f\u5834\u5408\u3001\u6839\u672c\u539f\u56e0\u306e\u30ec\u30d3\u30e5\u30fc\u3092\u958b\u59cb\u3057\u3001KB\u8a18\u4e8b\u3092\u66f4\u65b0\u3057\u3001\u96c6\u4e2d\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002\u5916\u308c\u5024\u306b\u3088\u308b\u6b6a\u307f\u3092\u907f\u3051\u308b\u305f\u3081\u306b\u3001\u5e73\u5747\u3067\u306f\u306a\u304f\u4e2d\u592e\u5024\u306e\u89e3\u6c7a\u6642\u9593\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8QA\u3068\u30b3\u30fc\u30c1\u30f3\u30b0KPI<\/strong> \u2014 QA\u30b9\u30b3\u30a2\u306e\u5206\u5e03\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u5b8c\u4e86\u7387\u3001\u4f4eQA\u5f8c\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u307e\u3067\u306e\u6642\u9593\u3002\u79c1\u306e\u76ee\u6a19\uff1a\u4f4e\u30b9\u30b3\u30a2\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e100%\u304c7\u65e5\u4ee5\u5185\u306b\u6587\u66f8\u5316\u3055\u308c\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u6301\u3064\u3053\u3068\u3002.<\/li>\n<li><strong>\u904b\u7528\u52b9\u7387\uff08\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001AHT\uff09<\/strong> \u2014 \u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3068\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001QA\u3068CSAT\u3068\u306e\u76f8\u95a2\u3092\u53d6\u308a\u306a\u304c\u3089\u3001\u54c1\u8cea\u306e\u30c8\u30ec\u30fc\u30c9\u30aa\u30d5\u3092\u907f\u3051\u307e\u3059\u3002AHT\u304c\u4e0b\u304c\u3063\u3066\u3082CSAT\u304c\u4e0b\u304c\u308b\u5834\u5408\u3001\u79c1\u306f\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u304a\u3044\u3066\u751f\u306e\u30b9\u30d4\u30fc\u30c9\u3088\u308a\u3082\u54c1\u8cea\u3092\u512a\u5148\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u5f93\u696d\u54e1\u4f53\u9a13\u6307\u6a19<\/strong> \u2014 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306eNPS\u3068\u96e2\u8077\u7387\u5bfe\u63a1\u7528\u7387\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u30ea\u30fc\u30c0\u30fc\u30b7\u30c3\u30d7\u306eKPI\u306f\u3001\u30c1\u30fc\u30e0\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u4e0b\u56de\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u96e2\u8077\u3092\u7dad\u6301\u3057\u306a\u304c\u3089CSAT\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u6e80\u8db3\u3057\u3066\u3044\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u3088\u308a\u826f\u3044\u30b1\u30a2\u3068\u80fd\u529b\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30ea\u30fc\u30c0\u30fcKPI\u3092\u5b9f\u884c\u53ef\u80fd\u306b\u3059\u308b\u305f\u3081\u306b\u3001\u79c1\u306f\u305d\u308c\u3089\u3092\u6708\u6b21\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306b\u7d71\u5408\u3057\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3068\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u3059\u3079\u3066\u306e\u30ea\u30fc\u30c0\u30fc\u304c\u540c\u3058\u30d3\u30e5\u30fc\u3092\u5f97\u3089\u308c\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u79c1\u306f\u5229\u5bb3\u95a2\u4fc2\u8005\u306e\u305f\u3081\u306b\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u5411\u3051\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI PDF\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3057\u3001\u5185\u90e8\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3057\u3066\u6307\u6a19\u3068\u30b1\u30a4\u30c7\u30f3\u30b9\u3092\u6a19\u6e96\u5316\u3057\u307e\u3059\uff08\u30ec\u30dd\u30fc\u30c8\u306e\u8a2d\u5b9a\u30ac\u30a4\u30c9\u3092\u53c2\u7167\uff09\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e3%81%ae%e8%bf%bd%e8%b7%a1%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u8ffd\u8de1<\/a> \u30ec\u30dd\u30fc\u30c8\u3092\u8a2d\u5b9a\u3059\u308b\u305f\u3081\u306e\u30ac\u30a4\u30c9\uff09\u3002.<\/p>\n<p>\u6700\u5f8c\u306b\u3001\u79c1\u306f\u9031\u6b21\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u30eb\u30fc\u30d7\u3092\u5b9f\u65bd\u3057\u307e\u3059\uff1aQA\u30ec\u30d3\u30e5\u30fc \u2192 \u30bf\u30fc\u30b2\u30c3\u30c8\u30b3\u30fc\u30c1\u30f3\u30b0 \u2192 KB\u66f4\u65b0 \u2192 \u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u81ea\u52d5\u5316\u306e\u8abf\u6574\uff08\u30eb\u30fc\u30c1\u30f3\u30e1\u30c3\u30bb\u30fc\u30b8\u7528\u306bMessenger Bot\u3092\u6d3b\u7528\uff09 \u2192 \u30e1\u30c8\u30ea\u30c3\u30af\u306e\u518d\u78ba\u8a8d\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30ea\u30fc\u30c0\u30fc\u30b7\u30c3\u30d7\u30e1\u30c8\u30ea\u30c3\u30af\u304c\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u884c\u52d5\u306b\u76f4\u63a5\u5f71\u97ff\u3092\u4e0e\u3048\u3001\u79c1\u305f\u3061\u304c\u5831\u544a\u3059\u308b\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3092\u6539\u5584\u3059\u308b\u30af\u30ed\u30fc\u30ba\u30c9\u30eb\u30fc\u30d7\u30b7\u30b9\u30c6\u30e0\u304c\u4f5c\u6210\u3055\u308c\u307e\u3059\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/customer-service-kpi-examples-369601.jpg\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3001\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3001\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\uff08\u30c4\u30fc\u30eb\uff09<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3068\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u69cb\u7bc9\u65b9\u6cd5<\/h3>\n<p>\u6539\u5584\u3055\u308c\u305f\u56de\u7b54\u3092\u4f5c\u6210\u3067\u304d\u307e\u305b\u3093\u3002\u5177\u4f53\u7684\u306a\u8cea\u554f\u3092\u63d0\u4f9b\u3057\u3066\u304f\u3060\u3055\u3044\u3002.<\/p>\n<p>\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3068\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u69cb\u7bc9\u3059\u308b\u969b\u3001\u79c1\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3092\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u3081\u307e\u3059\uff1a\u30b9\u30d4\u30fc\u30c9\uff08FRT\uff09\u3001\u52b9\u679c\uff08FCR\u3001\u89e3\u6c7a\u6642\u9593\uff09\u3001\u4f53\u9a13\uff08CSAT\u3001NPS\u3001CES\uff09\u3001\u30b3\u30b9\u30c8\uff08\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001AHT\uff09\u3002\u826f\u3044\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306f\u4e09\u3064\u306e\u5c64\u3092\u6301\u3063\u3066\u3044\u307e\u3059\uff1a\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u30b5\u30de\u30ea\u30fc\uff08NRR\u3001\u5168\u4f53\u306eCSAT\uff09\u3001\u904b\u7528\u30d3\u30e5\u30fc\uff08\u30ad\u30e5\u30fc\u3054\u3068\u306eFRT\u3001SLA\u9075\u5b88\uff09\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30d3\u30e5\u30fc\uff08QA\u3001FCR\uff09\u3002\u5916\u308c\u5024\u306e\u6b6a\u307f\u3092\u907f\u3051\u308b\u305f\u3081\u306b\u3001\u30ed\u30fc\u30ea\u30f3\u30b0\u5e73\u5747\u3001\u4e2d\u592e\u5024\u3001\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u3092\u6df7\u305c\u3066\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u30c1\u30a7\u30c3\u30af\u30ea\u30b9\u30c8\uff1a<\/p>\n<ul>\n<li>\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eSLA\u3092\u5b9a\u7fa9\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306eFRT\u3068\u89e3\u6c7a\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u3092\u8868\u793a\u3057\u307e\u3059\u3002.<\/li>\n<li>\u8aa4\u89e3\u3092\u62db\u304f\u30b9\u30d1\u30a4\u30af\u3092\u907f\u3051\u308b\u305f\u3081\u306b\u3001\u30b5\u30f3\u30d7\u30eb\u30b5\u30a4\u30ba\u306e\u30b3\u30fc\u30eb\u30a2\u30a6\u30c8\u3092\u542b\u3080\u30ed\u30fc\u30ea\u30f3\u30b0CSAT\u3068NPS\u30a6\u30a3\u30b8\u30a7\u30c3\u30c8\u3092\u8ffd\u52a0\u3057\u307e\u3059\u3002.<\/li>\n<li>\u30c1\u30b1\u30c3\u30c8\u30bf\u30a4\u30d7\u3054\u3068\u306eFCR\u3092\u8868\u793a\u3057\u3001\u5404\u4f4eFCR\u30ab\u30c6\u30b4\u30ea\u306e\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u8a18\u4e8b\u3084\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3078\u306e\u30ea\u30f3\u30af\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002.<\/li>\n<li>QA\u30b9\u30b3\u30a2\u3068\u3068\u3082\u306b\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3068AHT\u3092\u8868\u793a\u3057\u3001\u54c1\u8cea\u3068\u30b9\u30d4\u30fc\u30c9\u306e\u30c8\u30ec\u30fc\u30c9\u30aa\u30d5\u3092\u78ba\u8a8d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li>\u6708\u6b21\u306e\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u30ec\u30d3\u30e5\u30fc\u7528\u306b\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u53ef\u80fd\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306ePDF\u3092\u516c\u958b\u3057\u3001\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306e\u53d7\u4fe1\u30c8\u30ec\u30a4\u3078\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3055\u308c\u305f\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3092\u81ea\u52d5\u5316\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u3092\u52a0\u901f\u3055\u305b\u308b\u305f\u3081\u306b\u3001\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u304b\u3089\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u4f8b\u3092\u9069\u5fdc\u3057\u3001\u305d\u306e\u5f8c\u3001\u88fd\u54c1\u304a\u3088\u3073\u55b6\u696d\u3068\u9023\u643a\u3057\u3066\u3057\u304d\u3044\u5024\u3092\u8abf\u6574\u3057\u307e\u3059\u3002\u5b9f\u7528\u7684\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u30b9\u30c6\u30c3\u30d7\u30d0\u30a4\u30b9\u30c6\u30c3\u30d7\u306e\u30ac\u30a4\u30c0\u30f3\u30b9\u306b\u3064\u3044\u3066\u306f\u3001\u6b21\u3092\u958b\u59cb\u3057\u3066\u304f\u3060\u3055\u3044\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u305d\u3057\u3066\u3001\u3088\u308a\u5e83\u7bc4\u306a <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2kpi%e3%81%ae%e7%bf%92%e5%be%97-%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%80%81%e6%88%90%e5%8a%9f%e3%80%81%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e9%ab%98%e3%82%81%e3%82%8b%e3%81%9f\/\">\u9867\u5ba2KPI\u30ac\u30a4\u30c9<\/a> \u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306e\u63d0\u6848\u3092\u30ec\u30d3\u30e5\u30fc\u3057\u307e\u3059\u3002.<\/p>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30a8\u30af\u30bb\u30eb\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3001\u304a\u3088\u3073\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd\u306a\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7<\/h3>\n<p>\u79c1\u306f\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u6700\u521d\u306e\u30a4\u30c6\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u3057\u3066\u8efd\u91cf\u306e\u30a8\u30af\u30bb\u30eb\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002\u305d\u308c\u306f\u8fc5\u901f\u3067\u3001\u76e3\u67fb\u53ef\u80fd\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3068\u3057\u3066\u5171\u6709\u3057\u3084\u3059\u3044\u3067\u3059\u3002\u79c1\u306e\u30a8\u30af\u30bb\u30eb\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306b\u306f\u3001\u751f\u306e\u30a4\u30d9\u30f3\u30c8\u3001\u8a08\u7b97\u3055\u308c\u305fKPI\u3001\u30b3\u30db\u30fc\u30c8\u5206\u6790\u3001\u5370\u5237\u53ef\u80fd\u306aPDF\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u7528\u306e\u30d4\u30dc\u30c3\u30c8\u6e96\u5099\u304c\u6574\u3063\u305f\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u30b7\u30fc\u30c8\u306e\u30bf\u30d6\u304c\u542b\u307e\u308c\u3066\u3044\u307e\u3059\u3002.<\/p>\n<p>\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306b\u542b\u3081\u308b\u30b3\u30a2\u30bf\u30d6:<\/p>\n<ul>\n<li>\u751f\u306e\u30a4\u30d9\u30f3\u30c8\uff1a\u30bf\u30a4\u30e0\u30b9\u30bf\u30f3\u30d7\u4ed8\u304d\u306e\u30c1\u30b1\u30c3\u30c8\u30a4\u30d9\u30f3\u30c8\uff08\u30aa\u30fc\u30d7\u30f3\u3001\u6700\u521d\u306e\u5fdc\u7b54\u3001\u89e3\u6c7a\uff09\u3001\u30c1\u30e3\u30cd\u30eb\u3001\u512a\u5148\u5ea6\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u304a\u3088\u3073\u30bf\u30b0\u3002.<\/li>\n<li>KPI\u8a08\u7b97\uff1aFRT\u3001AHT\u3001\u4e2d\u9593\u89e3\u6c7a\u6642\u9593\u3001FCR %\u3001CSAT %\u3001CES\u5e73\u5747\u3001SLA\u9075\u5b88%\u3002.<\/li>\n<li>\u30b3\u30db\u30fc\u30c8\u3068\u30c8\u30ec\u30f3\u30c9\uff1a\u904e\u53bb30\u65e5\u300190\u65e5\u3001365\u65e5\u306e\u30d3\u30e5\u30fc\u3068\u3001\u6642\u9593\u306e\u7d4c\u904e\u306b\u4f34\u3046\u5f71\u97ff\u3092\u8ffd\u8de1\u3059\u308b\u305f\u3081\u306e\u89e3\u7d04\u95a2\u9023\u306e\u30b3\u30db\u30fc\u30c8\u3002.<\/li>\n<li>\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\uff1a\u4fe1\u53f7\u304c4\u301c5C\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3055\u308c\u305f\u5370\u5237\u53ef\u80fd\u306a\u30ec\u30a4\u30a2\u30a6\u30c8\u3068\u63a8\u5968\u30a2\u30af\u30b7\u30e7\u30f3\u3002.<\/li>\n<\/ul>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u306ePDF\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3059\u308b\u969b\u306b\u4f7f\u7528\u3059\u308b\u904b\u7528\u306e\u30d2\u30f3\u30c8\uff1a<\/p>\n<ul>\n<li>KPI\u306e\u5909\u52d5\u3092\u6587\u8108\u5316\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u91cd\u8981\u306a\u30a4\u30d9\u30f3\u30c8\uff08\u88fd\u54c1\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u5909\u66f4\uff09\u306b\u6ce8\u91c8\u3092\u4ed8\u3051\u308b\u3002.<\/li>\n<li>\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e\u7570\u5e38\u306b\u95a2\u9023\u4ed8\u3051\u3089\u308c\u305f1\u30da\u30fc\u30b8\u306e\u63a8\u5968\u30bb\u30af\u30b7\u30e7\u30f3\u3092\u542b\u3081\u308b\uff08\u4f8b\uff1a\u4f4e\u3044FCR \u2192 KB\u306e\u66f4\u65b0 + \u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\uff09\u3002.<\/li>\n<li>\u53ef\u80fd\u306a\u9650\u308a\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3092\u81ea\u52d5\u5316\u3057\u3001\u5229\u5bb3\u95a2\u4fc2\u8005\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u3002\u30a6\u30a7\u30d6\u30c1\u30e3\u30c3\u30c8\u3084\u30bd\u30fc\u30b7\u30e3\u30eb\u30c1\u30e3\u30cd\u30eb\u3067\u306f\u3001Messenger Bot\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u4f7f\u7528\u3057\u3066\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u8abf\u67fb\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u3001\u751f\u306e\u30a4\u30d9\u30f3\u30c8\u30bf\u30d6\u306b\u30c7\u30fc\u30bf\u3092\u30d5\u30a3\u30fc\u30c9\u3059\u308b\u3002.<\/li>\n<\/ul>\n<p>\u30d3\u30eb\u30c9\u3092\u52a0\u901f\u3059\u308b\u305f\u3081\u306e\u4f8b\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3084\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u304c\u5fc5\u8981\u306a\u5834\u5408\u306f\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/%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\/\">\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9kpi%e6%8c%87%e6%a8%99%e3%81%ae%e7%bf%92%e5%be%97%e3%80%81%e4%b8%bb%e8%a6%81%e3%82%b9%e3%82%ad%e3%83%ab%e3%80%81%e5%85%88%e8%a1%8c%e6%8c%87\/\">\u4e3b\u8981\u306a\u6307\u6a19\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a>. \u3092\u63a2\u3063\u3066\u304f\u3060\u3055\u3044\u3002\u7269\u8a9e\u306e\u30ec\u30dd\u30fc\u30c8\u3092\u3088\u308a\u65e9\u304f\u751f\u6210\u3057\u305f\u3044\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306b\u3001Brain Pod AI\u306f\u751f\u306e\u30e1\u30c8\u30ea\u30c3\u30af\u304b\u3089\u6d17\u7df4\u3055\u308c\u305fKPI\u306e\u8981\u7d04\u3084\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u5411\u3051\u306e\u30caarratives\u3092\u751f\u6210\u3059\u308b\u305f\u3081\u306eAI\u30e9\u30a4\u30c6\u30a3\u30f3\u30b0\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\uff08<a href=\"https:\/\/brainpod.ai\/ai-writer\/\" target=\"_blank\" rel=\"noopener\">Brain Pod AI Writer<\/a>).<\/p>\n<h2>\u5b9f\u88c5\u3001\u5831\u544a\u3001\u7d99\u7d9a\u7684\u6539\u5584<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e5\u3064\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u3068\u306f\u4f55\u304b\u2014\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068KPI\u3092\u6574\u5408\u3055\u305b\u308b<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u305f\u3081\u306b\u512a\u5148\u3059\u308b5\u3064\u306eKPI\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\uff1a1) \u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3067\u9867\u5ba2\u306e\u6469\u64e6\u3092\u6e1b\u3089\u3057\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\uff0f\u7dad\u6301\u3092\u6539\u5584\u3059\u308b\u30012) \u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\uff08FCR\uff09\u3067\u904b\u7528\u30b3\u30b9\u30c8\u3092\u4e0b\u3052\u3001CSAT\u3092\u5411\u4e0a\u3055\u305b\u308b\u30013) \u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09\u3092\u7dad\u6301\u306b\u7d50\u3073\u3064\u3051\u308b\u5373\u6642\u4f53\u9a13\u6307\u6a19\u3068\u3057\u3066\u30014) \u30cd\u30c3\u30c8\u53ce\u76ca\u7dad\u6301\uff08NRR\uff09\u307e\u305f\u306f\u53ce\u76ca\u306b\u30ea\u30f3\u30af\u3057\u305f\u7dad\u6301\u3067\u30b5\u30dd\u30fc\u30c8\u306e\u6210\u679c\u3092ARR\uff0fMRR\u306b\u7d50\u3073\u3064\u3051\u308b\u30015) \u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES\uff09\u3067\u5fe0\u8aa0\u5fc3\u3092\u4e88\u6e2c\u3057\u3001\u96e2\u8131\u3092\u6e1b\u3089\u3059\u3002\u305d\u308c\u305e\u308c\u306eKPI\u306f\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u307e\u3059:<\/p>\n<ul>\n<li><strong>FRT<\/strong> \u2192 \u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u3092\u6539\u5584\u3057\u3001\u30ad\u30e3\u30f3\u30bb\u30eb\u3092\u6e1b\u5c11\u3055\u305b\u308b\uff1b\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306eSLA\u3092\u8a2d\u5b9a\u3057\u3001SLA\u3092\u6e80\u305f\u3059\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>FCR<\/strong> \u2192 \u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3068\u518d\u63a5\u89e6\u3092\u6e1b\u5c11\u3055\u305b\u308b\uff1b\u554f\u984c\u306e\u7a2e\u985e\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30b3\u30db\u30fc\u30c8\u3067\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>CSAT<\/strong> \u2192 \u76f4\u63a5\u7684\u306a\u4f53\u9a13\u4fe1\u53f7\uff1b\u88fd\u54c1\u3001\u30d7\u30e9\u30f3\u3001\u63a5\u70b9\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u512a\u5148\u7684\u306a\u4fee\u6b63\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>NRR \/ \u53ce\u76ca\u7dad\u6301<\/strong> \u2192 \u30b5\u30dd\u30fc\u30c8\u306e\u52b9\u679c\u3092\u6210\u9577\u306b\u7d50\u3073\u3064\u3051\u308b\uff1b\u62e1\u5f35MRR\u3068\u53ce\u7e2e\u3092\u76e3\u8996\u3057\u3001\u6210\u529f\u306e\u53d6\u308a\u7d44\u307f\u306e\u5f71\u97ff\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>CES<\/strong> \u2192 \u96e2\u8131\u306e\u5148\u884c\u6307\u6a19\uff1b\u4f4e\u3044\u52aa\u529b\u30b9\u30b3\u30a2\u306f\u9ad8\u3044\u4fdd\u6301\u7387\u3068\u30a2\u30c3\u30d7\u30bb\u30eb\u306e\u6e96\u5099\u3092\u4e88\u6e2c\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u4f1a\u793e\u306e\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308b\u904b\u7528\u30eb\u30fc\u30eb\uff1a<\/p>\n<ul>\n<li>\u4f1a\u793e\u306e\u76ee\u6a19\uff08\u4f8b\uff1a\u96e2\u8131\u7387\u309215%\u524a\u6e1b\uff09\u3092KPI\u30ec\u30d9\u30eb\u306e\u76ee\u6a19\uff08\u4f8b\uff1a\u9ad8\u4fa1\u5024\u30a2\u30ab\u30a6\u30f3\u30c8\u3067FCR\u3092X%\u5897\u52a0\uff09\u306b\u5909\u63db\u3057\u307e\u3059\u3002.<\/li>\n<li>\u7279\u5b9a\u306e\u30a4\u30cb\u30b7\u30a2\u30c1\u30d6\u3068\u30aa\u30fc\u30ca\u30fc\u306bKPI\u3092\u7d44\u307f\u5408\u308f\u305b\u305fOKR\u3092\u4f5c\u6210\u3057\u307e\u3059\uff08\u4f8b\uff1a\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306e\u66f4\u65b0\u3092\u901a\u3058\u3066Q2\u307e\u3067\u306b\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u5c64\u306e\u4e2d\u592e\u5024\u89e3\u6c7a\u6642\u9593\u309220%\u524a\u6e1b\uff09\u3002.<\/li>\n<li>\u30c1\u30e3\u30cd\u30eb\u3068\u30b3\u30db\u30fc\u30c8\uff08\u30c1\u30e3\u30c3\u30c8\u5bfe\u30e1\u30fc\u30eb\u5bfe\u96fb\u8a71\uff1bSMB\u5bfe\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\uff09\u3067KPI\u3092\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u904b\u7528\u306e\u5909\u66f4\u304c\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u308a\u3001\u6e2c\u5b9a\u53ef\u80fd\u306b\u306a\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li>\u30af\u30ed\u30fc\u30ba\u30c9\u30eb\u30fc\u30d7\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u4f7f\u7528\u3057\u3001CSAT\u3068CES\u306e\u9010\u8a9e\u7684\u306a\u5185\u5bb9\u3092\u88fd\u54c1\u30d0\u30c3\u30af\u30ed\u30b0\u30a2\u30a4\u30c6\u30e0\u3068KB\u66f4\u65b0\u306b\u5909\u63db\u3057\u3066\u3001FCR\u3068NRR\u306e\u6e2c\u5b9a\u53ef\u80fd\u306a\u6539\u5584\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e5\u3064\u306eKPI\u3092\u904b\u7528\u5316\u3059\u308b\u305f\u3081\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u4f8b\u306b\u3064\u3044\u3066\u3001\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3068\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u69cb\u6210\u3059\u308b\u305f\u3081\u306e\u5b9f\u7528\u7684\u306a\u30ac\u30a4\u30c9\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u53c2\u7167\u3057\u307e\u3059\uff1a <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2kpi%e3%81%ae%e7%bf%92%e5%be%97-%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%80%81%e6%88%90%e5%8a%9f%e3%80%81%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e9%ab%98%e3%82%81%e3%82%8b%e3%81%9f\/\">\u9867\u5ba2KPI\u30ac\u30a4\u30c9<\/a>, \u305d\u306e <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9kpi%e3%81%ae%e7%bf%92%e5%be%97%ef%bc%9a%e5%8d%93%e8%b6%8a%e3%81%97%e3%81%9f%e9%a1%a7%e5%ae%a2%e4%bd%93%e9%a8%93%e3%81%ae%e3%81%9f%e3%82%81\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u5b9a\u7fa9\u3068\u4f8b<\/a>, \u305d\u3057\u3066 <a href=\"https:\/\/messengerbot.app\/ja\/%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\/\">\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u30c1\u30e3\u30cd\u30eb\u30ec\u30d9\u30eb\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306e\u305f\u3081\u306b\u3002.<\/p>\n<h3>\u7d99\u7d9a\u7684\u6539\u5584\u306e\u305f\u3081\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b\u3001KPI\u5831\u544a\u306e\u983b\u5ea6\u3001\u304a\u3088\u3073\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u4f7f\u7528<\/h3>\n<p>\u660e\u78ba\u306a\u56de\u7b54:<\/p>\n<ul>\n<li><strong>\u7d99\u7d9a\u7684\u6539\u5584\u306e\u305f\u3081\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u306e\u4f8b:<\/strong> FRT\uff08\u4e2d\u592e\u5024\u304a\u3088\u3073\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\uff09\u3001FCR %\u3001\u4e2d\u592e\u5024\u89e3\u6c7a\u6642\u9593\u3001CSAT %\u3001CES\u5e73\u5747\u3001\u518d\u63a5\u89e6\u7387\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001\u30c8\u30ec\u30f3\u30c9NPS\/NRR\u3002\u3053\u308c\u3089\u306f\u30e9\u30f3\u30af\u4ed8\u3051\u3055\u308c\u305f\u30d0\u30c3\u30af\u30ed\u30b0\u306b\u8868\u793a\u3055\u308c\u3001\u518d\u63a5\u89e6\u3084\u4f4eCSAT\u3092\u5f15\u304d\u8d77\u3053\u3059\u30c1\u30b1\u30c3\u30c8\u3084KB\u306e\u30ae\u30e3\u30c3\u30d7\u304c\u6700\u512a\u5148\u3055\u308c\u307e\u3059\u3002.<\/li>\n<li><strong>KPI\u5831\u544a\u306e\u983b\u5ea6:<\/strong> SLA\u9055\u53cd\u3084FRT\u30b9\u30d1\u30a4\u30af\u306b\u5bfe\u3059\u308b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30a2\u30e9\u30fc\u30c8\uff1b\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u5411\u3051\u306e\u30c7\u30a4\u30ea\u30fc\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30ca\u30eb\u30c0\u30a4\u30b8\u30a7\u30b9\u30c8\uff08FRT\u3001\u30ad\u30e5\u30fc\u306e\u6df1\u3055\u3001SLA\u9075\u5b88\uff09\uff1b\u9031\u6b21\u6226\u8853\u30ec\u30d3\u30e5\u30fc\uff08FCR\u30c8\u30ec\u30f3\u30c9\u3001\u4e3b\u8981\u30c1\u30b1\u30c3\u30c8\u30c9\u30e9\u30a4\u30d0\u30fc\u3001QA\u30cf\u30a4\u30e9\u30a4\u30c8\uff09\uff1b\u6708\u6b21\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\uff08NRR\u3001\u5168\u4f53\u306eCSAT\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001\u6226\u7565\u7684\u30a4\u30cb\u30b7\u30a2\u30c6\u30a3\u30d6\uff09\u3002\u56db\u534a\u671f\u3054\u3068\u306e\u6df1\u6398\u308a\u30ea\u30f3\u30af\u306fKPI\u30c8\u30ec\u30f3\u30c9\u3092\u88fd\u54c1\u30ed\u30fc\u30c9\u30de\u30c3\u30d7\u3084\u53ce\u76ca\u7d50\u679c\u306b\u7d50\u3073\u3064\u3051\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u4f7f\u7528:<\/strong> 3\u3064\u306e\u30d3\u30e5\u30fc\u3092\u69cb\u7bc9\u3057\u307e\u3059\u2014\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\uff08NRR\u3001CSAT\u30c8\u30ec\u30f3\u30c9\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\uff09\u3001\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30ca\u30eb\uff08\u30c1\u30e3\u30cd\u30ebSLA\u3001FRT\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u3001\u30ad\u30e5\u30fc\u306e\u56de\u8ee2\uff09\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\uff08QA\u3001FCR\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u30bf\u30b9\u30af\uff09\u3002\u79c1\u306f\u3001\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306e\u7570\u5e38\u304b\u3089\u30c1\u30b1\u30c3\u30c8\u30ec\u30d9\u30eb\u306e\u8a3c\u62e0\u3078\u306e\u6398\u308a\u4e0b\u3052\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u597d\u307f\u307e\u3059\u306e\u3067\u3001\u6839\u672c\u539f\u56e0\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u30c7\u30fc\u30bf\u304b\u3089\u6539\u5584\u306b\u79fb\u884c\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308b\u5b9f\u7528\u7684\u306a\u30d7\u30ec\u30a4\u30d6\u30c3\u30af:<\/p>\n<ol>\n<li>\u30a4\u30f3\u30b9\u30c8\u30a5\u30eb\u30e1\u30f3\u30c8\uff1a\u751f\u306e\u30a4\u30d9\u30f3\u30c8\uff08\u30aa\u30fc\u30d7\u30f3\u3001\u521d\u56de\u5fdc\u7b54\u3001\u89e3\u6c7a\uff09\u3001CSAT\/CES\/NPS\u306e\u56de\u7b54\u3001\u88fd\u54c1\u30c6\u30ec\u30e1\u30c8\u30ea\u3092\u4e2d\u592e\u30c7\u30fc\u30bf\u30bb\u30c3\u30c8\u306b\u53ce\u96c6\u3057\u307e\u3059\u3002.<\/li>\n<li>\u30e2\u30cb\u30bf\u30fc\uff1a\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u30d9\u30fc\u30b9\u306e\u30a2\u30e9\u30fc\u30c8\u3067\u5916\u308c\u5024\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u307e\u3059\uff08\u4f8b\uff1a95\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u306e\u89e3\u6c7a\u6642\u9593\u304c&gt;20%\u5897\u52a0\uff09\u3002.<\/li>\n<li>\u8a3a\u65ad\uff1a\u7570\u5e38\u3092\u30b3\u30db\u30fc\u30c8\u3001KB\u8a18\u4e8b\u3001\u307e\u305f\u306f\u6700\u8fd1\u306e\u30ea\u30ea\u30fc\u30b9\u306b\u30ea\u30f3\u30af\u3055\u305b\u307e\u3059\uff1b\u30c8\u30c3\u30d73\u30c9\u30e9\u30a4\u30d0\u30fc\u306e\u6839\u672c\u539f\u56e0\u5206\u6790\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002.<\/li>\n<li>\u884c\u52d5: KB\u3092\u66f4\u65b0\u3057\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\/\u81ea\u52d5\u5316\u3092\u8abf\u6574\u3057\u307e\u3059\uff08\u79c1\u306f\u78ba\u8a8d\u3068\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b7\u30fc\u30b1\u30f3\u30b9\u306e\u305f\u3081\u306bMessenger Bot\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\uff09\u3001\u305d\u3057\u3066\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002.<\/li>\n<li>\u6e2c\u5b9a: FCR\u3001CSAT\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3078\u306e\u5f71\u97ff\u3092\u8ffd\u8de1\u3057\u3001\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u5411\u3051\u306b\u6bce\u6708\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI PDF\u3067\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u884c\u3044\u307e\u3059\u3002.<\/li>\n<\/ol>\n<p>\u79c1\u304c\u4f7f\u7528\u3057\u63a8\u5968\u3059\u308b\u30c4\u30fc\u30eb\u3068\u30ea\u30bd\u30fc\u30b9: \u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u99c6\u52d5\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u4f7f\u7528\u3057\u3066\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u5b9f\u88c5\u3057\u307e\u3059\uff08 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u3084 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9kpi%e6%8c%87%e6%a8%99%e3%81%ae%e7%bf%92%e5%be%97%e3%80%81%e4%b8%bb%e8%a6%81%e3%82%b9%e3%82%ad%e3%83%ab%e3%80%81%e5%85%88%e8%a1%8c%e6%8c%87\/\">\u4e3b\u8981\u306a\u6307\u6a19\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a>\u304b\u3089\u9069\u5fdc\u53ef\u80fd\u3067\u3059\uff09\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e3%81%ae%e8%bf%bd%e8%b7%a1%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u8ffd\u8de1\u30ac\u30a4\u30c9<\/a> \u3092\u53c2\u7167\u3057\u3066\u3001\u8abf\u67fb\u8a2d\u8a08\u3068\u30d0\u30a4\u30a2\u30b9\u306e\u8efd\u6e1b\u3092\u884c\u3044\u3001 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>, <a href=\"https:\/\/hbr.org\" target=\"_blank\" rel=\"noopener\">\u30cf\u30fc\u30d0\u30fc\u30c9\u30fb\u30d3\u30b8\u30cd\u30b9\u30fb\u30ec\u30d3\u30e5\u30fc<\/a>, \u304a\u3088\u3073 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>.<\/p>\n<p>\u6700\u5f8c\u306b\u3001\u30caarrative\u5831\u544a\u3068\u3088\u308a\u52b9\u7387\u7684\u306a\u57f7\u7b46\u306e\u305f\u3081\u306b\u3001\u30c1\u30fc\u30e0\u306f\u30c7\u30fc\u30bf\u3092\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u30b5\u30de\u30ea\u30fc\u306b\u5909\u63db\u3059\u308b\u305f\u3081\u306bAI\u652f\u63f4\u30c4\u30fc\u30eb\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u3088\u304f\u3042\u308a\u307e\u3059\u2014Brain Pod AI\u306f\u3001KPI\u306e\u30caarrative\u3068\u751f\u30c7\u30fc\u30bf\u304b\u3089\u30b9\u30e9\u30a4\u30c9\u7528\u306e\u30c6\u30ad\u30b9\u30c8\u3092\u751f\u6210\u3059\u308bAI Writer\u3092\u63d0\u4f9b\u3057\u3066\u304a\u308a\u3001\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u3078\u306e\u5831\u544a\u3092\u52a0\u901f\u3057\u307e\u3059\uff08<a href=\"https:\/\/brainpod.ai\/ai-writer\/\" target=\"_blank\" rel=\"noopener\">Brain Pod AI Writer<\/a>).<\/p>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/customer-service-kpi-examples-practical-kpis-the-4-metrics-top-5-success-indicators-the-4-5-cs-and-customer-service-kpi-scorecard-examples-pdf-guide\/\" data-essbisPostTitle=\"Customer Service KPI Examples: Practical KPIs, the 4 Metrics, Top 5 Success Indicators, the 4\/5 C&#8217;s, and Customer Service KPI Scorecard Examples + PDF Guide\" data-essbisHoverContainer=\"\"><p>Key Takeaways Track a balanced set of customer service kpi examples\u2014speed (First Response Time), effectiveness (First Contact Resolution, Resolution Time), and experience (CSAT, NPS, CES)\u2014to turn raw metrics into action. Prioritize FCR and CSAT together: improving first-contact resolution reduces Cost Per Ticket and reliably raises customer satisfaction and retention. Segment KPIs by channel and cohort (chat vs. email vs. phone; SMB vs. enterprise) and use channel-specific SLAs so targets are realistic and comparable. Use customer service kpi scorecard examples and a standardized dashboard to operationalize metrics; export a Customer service KPI pdf for monthly stakeholder reviews and audits. Combine QA-driven quality scores with quantitative KPIs (AHT, FRT, FCR) to avoid [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":258932,"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-258933","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\/258933","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=258933"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/258933\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/258932"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=258933"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=258933"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=258933"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}