{"id":260536,"date":"2026-03-07T09:27:27","date_gmt":"2026-03-07T17:27:27","guid":{"rendered":"https:\/\/messengerbot.app\/customer-metrics-kpi-a-clear-framework-4-essential-kpis-the-10-5-3-rule-5-ps-4-cs-and-examples-for-cx-retention-nps\/"},"modified":"2026-03-07T09:27:27","modified_gmt":"2026-03-07T17:27:27","slug":"%e9%a1%a7%e5%ae%a2%e6%8c%87%e6%a8%99-kpi-%e6%98%8e%e7%a2%ba%e3%81%aa%e3%83%95%e3%83%ac%e3%83%bc%e3%83%a0%e3%83%af%e3%83%bc%e3%82%af-4%e3%81%a4%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aakpi-10-5-3%e3%83%ab","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/customer-metrics-kpi-a-clear-framework-4-essential-kpis-the-10-5-3-rule-5-ps-4-cs-and-examples-for-cx-retention-nps\/","title":{"rendered":"\u9867\u5ba2\u6307\u6a19KPI\uff1a\u660e\u78ba\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af \u2014 4\u3064\u306e\u91cd\u8981\u306aKPI\u300110\u20135\u20133\u30eb\u30fc\u30eb\u30015\u3064\u306eP\u30014\u3064\u306eC\u3001CX\u3001\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3001NPS\u306e\u305f\u3081\u306e\u4f8b"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/customer-metrics-kpi-a-clear-framework-4-essential-kpis-the-10-5-3-rule-5-ps-4-cs-and-examples-for-cx-retention-nps\/\" data-essbisposttitle=\"Customer Metrics KPI: A Clear Framework \u2014 4 Essential KPIs, the 10\u20115\u20113 Rule, 5 P&#8217;s, 4 C&#8217;s and Examples for CX, Retention &#038; NPS\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li>\u9867\u5ba2\u6307\u6a19KPI\u306e\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u30bb\u30c3\u30c8\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u2014\u904b\u7528\uff08\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\uff09\u3001\u4f53\u9a13\uff08CSAT\u3001CES KPI\u3001NPS KPI\uff09\u3001\u6226\u7565\uff08\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u3001\u9867\u5ba2\u96e2\u8131\u7387KPI\uff09\u3002.<\/li>\n<li>\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9867\u5ba2\u6307\u6a19KPI\u3001\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3001\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u6307\u6a19\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f7f\u7528\u3057\u3001\u30a2\u30e9\u30fc\u30c8\u304c\u884c\u52d5\u3092\u4fc3\u3059\u3088\u3046\u306b\u3059\u308b\u3002.<\/li>\n<li>\u77ed\u671f\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u9577\u671f\u7684\u306a\u7dad\u6301\u3068\u53ce\u76ca\u6027\u306b\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306b\u30014\u3064\u306e\u91cd\u8981\u306aKPI\u2014CSAT\u3001NPS\u3001\u96e2\u8131\u7387\u3001LTV\u2014\u3092\u512a\u5148\u3059\u308b\u3002.<\/li>\n<li>SLA\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u3057\u306610-5-3\u30eb\u30fc\u30eb\u3092\u9069\u7528\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u5168\u4f53\u3067\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3068\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3092\u6a19\u6e96\u5316\u3057\u3001\u305d\u306e\u5f8c\u30b3\u30db\u30fc\u30c8\u3068\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u306b\u3088\u3063\u3066\u8abf\u6574\u3059\u308b\u3002.<\/li>\n<li>5\u3064\u306eP\uff08\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u4eba\u3001\u30d7\u30ed\u30bb\u30b9\uff09\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u9867\u5ba2\u6210\u529f\u6307\u6a19KPI\u2014\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\u3001\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387KPI\u3001\u6a5f\u80fd\u63a1\u7528\u7387KPI\u2014\u306b\u5909\u63db\u3057\u3001\u96e2\u8131\u3092\u6e1b\u5c11\u3055\u305bARPU KPI\u3092\u5897\u52a0\u3055\u305b\u308b\u3002.<\/li>\n<li>CES KPI\u3068VOC\u6307\u6a19KPI\uff08\u8abf\u67fb\u56de\u7b54\u7387\u3001\u611f\u60c5\u3001\u9867\u5ba2\u6307\u6a19\u306e\u30c6\u30ad\u30b9\u30c8\u5206\u6790\uff09\u3092\u4f7f\u7528\u3057\u3066\u4f53\u9a13\u3092\u6e2c\u5b9a\u3057\u3001\u96e2\u8131\u3092\u4e88\u6e2c\u3057\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30ec\u30fc\u30c8KPI\u3092\u6539\u5584\u3059\u308b\u3002.<\/li>\n<li>\u5b9f\u7528\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u2014\u89e3\u6c7a\u7387\u3001\u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0KPI\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0KPI\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u5229\u7528KPI\u2014\u3092\u8ffd\u8de1\u3057\u3001\u30b9\u30bf\u30c3\u30d5\u914d\u7f6e\u3068\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679c\u3092\u6700\u9069\u5316\u3059\u308b\u3002.<\/li>\n<li>4\u3064\u306eC\uff08\u660e\u78ba\u3055\u3001\u4e00\u8cab\u6027\u3001\u601d\u3044\u3084\u308a\u3001\u4fbf\u5229\u3055\uff09\u3092CX\u6307\u6a19KPI\u304a\u3088\u3073\u4fdd\u6301\u6307\u6a19\uff08\u30cd\u30c3\u30c8\u4fdd\u6301\u7387KPI\u3001\u9867\u5ba2\u4fdd\u6301\u7387\u306e\u8a08\u7b97\u5f0f\uff09\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u3053\u3068\u3067\u3001\u30e6\u30cb\u30c3\u30c8\u30a8\u30b3\u30ce\u30df\u30af\u30b9\uff08LTV \/ CAC\uff09\u3092\u4fdd\u8b77\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<\/div>\n<p>\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u306b\u306f\u3001\u6b63\u3057\u3044\u9867\u5ba2\u6307\u6a19KPI\u304b\u3089\u59cb\u3081\u307e\u3059\uff1a\u904b\u7528\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u9577\u671f\u7684\u306a\u6210\u9577\u306b\u7d50\u3073\u3064\u3051\u308b\u3001\u7c21\u6f54\u306a\u9867\u5ba2\u6307\u6a19\u3068KPI\u306e\u30bb\u30c3\u30c8\u3002\u3053\u306e\u6587\u66f8\u3067\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\u3084\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI\uff08NPS KPI\uff09\u3001\u9867\u5ba2\u4fdd\u6301\u6307\u6a19KPI\u3084\u9867\u5ba2\u96e2\u8131KPI\u3001\u3055\u3089\u306b\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u3084\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8KPI\u306a\u3069\u306e\u8ca1\u52d9\u4fe1\u53f7\u3092\u30ab\u30d0\u30fc\u3057\u305f\u660e\u78ba\u306a\u9867\u5ba2\u6307\u6a19KPI\u306e\u4f8b\u3068\u5b9f\u7528\u7684\u306a\u9867\u5ba2\u6307\u6a19\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u793a\u3057\u307e\u3059\u3002\u65e5\u3005\u91cd\u8981\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6307\u6a19KPI\uff08\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff09\u3092\u8ffd\u8de1\u3059\u308b\u65b9\u6cd5\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6307\u6a19KPI\u3084\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u3092\u8ffd\u8de1\u3059\u308b\u65b9\u6cd5\u3001\u3055\u3089\u306b\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3001\u9867\u5ba2\u30b8\u30e3\u30fc\u30cb\u30fc\u6307\u6a19KPI\u3001\u9867\u5ba2\u6307\u6a19\u306e\u4f8b\u304c\u3069\u306e\u3088\u3046\u306b\u884c\u52d5\u306b\u5909\u308f\u308b\u304b\u3092\u5b66\u3073\u307e\u3059\u3002\u6e2c\u5b9a\uff08CX\u6307\u6a19KPI\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3KPI\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30ec\u30fc\u30c8KPI\uff09\u3092\u512a\u5148\u4e8b\u9805\uff08\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u3001\u4fdd\u6301\u3001\u4e88\u6e2c\u53ef\u80fd\u306a\u6210\u9577\uff09\u306b\u7d50\u3073\u3064\u3051\u308b\u7c21\u6f54\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\u3002. <\/p>\n<h2>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u3068\u57fa\u790e<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306eKPI\u30e1\u30c8\u30ea\u30af\u30b9\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u79c1\u306f\u3001\u904b\u7528\u52b9\u7387\u3001\u4f53\u9a13\u3001\u7dad\u6301\u3001\u6226\u7565\u7684\u4fa1\u5024\u306b\u308f\u305f\u308b\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u9867\u5ba2\u6307\u6a19KPI\u3092\u4f7f\u7528\u3057\u3066\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u6700\u4f4e\u9650\u3001\u904b\u7528\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6307\u6a19KPI\uff08\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\uff09\u3001\u4f53\u9a13\u6307\u6a19\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI \/ NPS KPI\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2KPI \/ CES KPI\uff09\u3001\u304a\u3088\u3073\u30d3\u30b8\u30cd\u30b9\u5f71\u97ff\u6307\u6a19\uff08\u9867\u5ba2\u7dad\u6301\u6307\u6a19KPI\u3001\u9867\u5ba2\u96e2\u8131KPI\u3001\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\uff09\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u9867\u5ba2\u6307\u6a19\u3068KPI\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u30b9\u30d4\u30fc\u30c9\u3001\u89e3\u6c7a\u306e\u8cea\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3001\u9577\u671f\u7684\u306a\u53ce\u76ca\u6027\u3092\u6700\u9069\u5316\u3057\u3001\u4ed6\u306e\u6307\u6a19\u3092\u72a0\u7272\u306b\u3057\u30661\u3064\u306e\u6307\u6a19\u3092\u6539\u5584\u3059\u308b\u7f60\u3092\u907f\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002.<\/p>\n<h4>\u9867\u5ba2\u6307\u6a19KPI\u306e\u6982\u8981 \u2014 \u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6307\u6a19KPI\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI<\/h4>\n<p>\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30ca\u30ebKPI\u306f\u3001\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306e\u57fa\u76e4\u3067\u3059\u3002\u79c1\u306f\u3001\u8fc5\u901f\u306a\u8a8d\u8b58\u304c\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6e1b\u5c11\u3055\u305b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\uff08FRT\uff09\u3092\u512a\u5148\u3057\u307e\u3059\u3002FRT\u3092\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\uff08AHT\uff09\u304a\u3088\u3073\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u30b9\u30d4\u30fc\u30c9\u3068\u5fb9\u5e95\u6027\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308a\u307e\u3059\uff1aAHT\u306f\u901a\u8a71+\u4fdd\u7559+\u30e9\u30c3\u30d7\u30a2\u30c3\u30d7\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u306f\u30af\u30ed\u30fc\u30ba\u307e\u3067\u306e\u5168\u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u30d0\u30c3\u30af\u30ed\u30b0\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387KPI\u3092\u76e3\u8996\u3057\u3066\u3001\u30c1\u30fc\u30e0\u306e\u898f\u6a21\u3092\u6c7a\u5b9a\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u53ef\u8996\u6027\u306e\u305f\u3081\u306b\u3001\u3053\u308c\u3089\u3092\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u8868\u793a\u3057\u3001\u30c1\u30e3\u30cd\u30eb\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\uff09\u304a\u3088\u3073\u30b3\u30db\u30fc\u30c8\uff08\u65b0\u898f\u30e6\u30fc\u30b6\u30fc\u5bfe\u9ad8\u4fa1\u5024\u9867\u5ba2\uff09\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u307e\u3059\u3002\u30dc\u30ea\u30e5\u30fc\u30e0\u304c\u6025\u5897\u3057\u305f\u5834\u5408\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u8907\u96d1\u306a\u30b1\u30fc\u30b9\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3068\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u304c\u7e70\u308a\u8fd4\u3057\u306e\u554f\u984c\u3092\u51e6\u7406\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI\uff08NPS KPI\uff09\u2014\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2CSS KPI\u3001\u9867\u5ba2\u4f53\u9a13\u30b9\u30b3\u30a2KPI<\/h4>\n<p>\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30e1\u30c8\u30ea\u30af\u30b9\u306f\u3001\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u3066\u3044\u308b\u304b\u3001\u305d\u3057\u3066\u7559\u307e\u308b\u304b\u3001\u652f\u6301\u3059\u308b\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u79c1\u306f\u3001\u53d6\u5f15\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u305f\u3081\u306e\u30dd\u30b9\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3CSAT\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2CSS KPI\uff09\u3068\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u652f\u6301\u306e\u50be\u5411\u306e\u305f\u3081\u306eNPS KPI\u3092\u904b\u55b6\u3057\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u306e\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff08CES KPI\uff09\u3082\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u306a\u305c\u306a\u3089\u3001\u89e3\u6c7a\u306e\u5bb9\u6613\u3055\u306f\u3001\u6e80\u8db3\u5ea6\u3060\u3051\u3088\u308a\u3082\u89e3\u7d04\u3092\u4e88\u6e2c\u3059\u308b\u306e\u306b\u3057\u3070\u3057\u3070\u512a\u308c\u3066\u3044\u308b\u304b\u3089\u3067\u3059\u3002\u8907\u5408CX\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3068\u9867\u5ba2\u4f53\u9a13\u30b9\u30b3\u30a2KPI\u306f\u3001VOC\u30e1\u30c8\u30ea\u30af\u30b9KPI\uff08\u8abf\u67fb\u56de\u7b54\u7387\u3001\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u306e\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u3001\u611f\u60c5\u5206\u6790\uff09\u3068\u884c\u52d5\u4fe1\u53f7\uff08\u30ea\u30d4\u30fc\u30c8\u8cfc\u5165\u7387KPI\u3001\u4f7f\u7528\u983b\u5ea6KPI\u3001\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387KPI\uff09\u3092\u7d44\u307f\u5408\u308f\u305b\u307e\u3059\u3002\u30a2\u30af\u30b7\u30e7\u30ca\u30d3\u30ea\u30c6\u30a3\u306e\u305f\u3081\u306b\u3001\u4f4e\u3044CSAT\u307e\u305f\u306fCES\u306e\u56de\u7b54\u3092\u30b5\u30dd\u30fc\u30c8\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u3084\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u8a18\u4e8b\u306b\u30ea\u30f3\u30af\u3057\u3001\u30d1\u30bf\u30fc\u30f3\u3092\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u306b\u30d5\u30a3\u30fc\u30c9\u3057\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\u304a\u3088\u3073\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u306b\u95a2\u9023\u4ed8\u3051\u3089\u308c\u305f\u4fee\u6b63\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u307e\u3059\u3002\u30b5\u30fc\u30d3\u30b9KPI\u306e\u8a2d\u8a08\u306b\u95a2\u3059\u308b\u3088\u308a\u6df1\u3044\u30ac\u30a4\u30c0\u30f3\u30b9\u306e\u305f\u3081\u306b\u3001\u79c1\u305f\u3061\u306e\u5185\u90e8\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u304b\u3089\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u4f7f\u7528\u3057\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30ea\u30bd\u30fc\u30b9\u306e\u5b9f\u7528\u7684\u306aKPI\u30ea\u30b9\u30c8\u3092\u78ba\u8a8d\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002.<\/p>\n<p>\u5185\u90e8\u30ea\u30bd\u30fc\u30b9: <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%81%e3%83%bc%e3%83%a0%e3%81%aekpi-5%e3%81%a4%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99-10%e5%af%be10\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306eKPI<\/a>, <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%b6%ad%e6%8c%81\/\">\u9867\u5ba2\u7dad\u6301\u30ac\u30a4\u30c9<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-443208.jpg\" alt=\"\u9867\u5ba2\u6307\u6a19KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30b3\u30a2\u5b9a\u91cfKPI<\/h2>\n<h3>4\u3064\u306eKPI\u30e1\u30c8\u30ea\u30af\u30b9\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<ul>\n<li>\n    <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u30b5\u30dd\u30fc\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u307e\u305f\u306f\u8cfc\u5165\u5f8c\u306e\u5373\u6642\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u77ed\u3044\u53d6\u5f15\u8abf\u67fb\uff08\u4f8b\uff1a1\u301c5\u307e\u305f\u306f1\u301c10\uff09\u3002.<br \/>\n    \u8a08\u7b97\uff1a\uff08\u80af\u5b9a\u7684\u306a\u56de\u7b54\u306e\u6570 \/ \u56de\u7b54\u306e\u6570\uff09 \u00d7 100.<br \/>\n    \u306a\u305c\u91cd\u8981\u304b: CSAT\u306f\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u6e2c\u5b9a\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u30c1\u30e3\u30cd\u30eb\u3001\u307e\u305f\u306f\u88fd\u54c1\u30ec\u30d9\u30eb\u3067\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8d77\u3053\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u79c1\u306f\u3053\u308c\u3092\u4f7f\u7528\u3057\u3066\u3001\u5931\u6557\u3057\u3066\u3044\u308b\u63a5\u70b9\u3092\u7279\u5b9a\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u3092\u512a\u5148\u3057\u307e\u3059\u3002\u8abf\u67fb\u306e\u30bf\u30a4\u30df\u30f3\u30b0\uff08\u89e3\u6c7a\u5f8c\uff09\u3068\u30b5\u30f3\u30d7\u30eb\u30b5\u30a4\u30ba\u306f\u91cd\u8981\u3067\u3059\u3002\u591a\u304f\u306eSaaS\u304a\u3088\u3073\u5c0f\u58f2\u30c1\u30fc\u30e0\u306fCSAT \u2265 80%\u3092\u30bf\u30fc\u30b2\u30c3\u30c8\u306b\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306f\u696d\u754c\u306b\u3088\u3063\u3066\u7570\u306a\u308a\u307e\u3059\u3002\u30b3\u30db\u30fc\u30c8\u5206\u6790\u3067\u8abf\u6574\u3057\u3066\u304f\u3060\u3055\u3044\u3002.\n  <\/li>\n<li>\n    <strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong><br \/>\n    \u5b9a\u7fa9: \u63a8\u5968\u3059\u308b\u53ef\u80fd\u6027\u3092\u6e2c\u5b9a\u3059\u308b\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u6307\u6a19\uff08\u63a8\u5968\u8005 \u2212 \u53cd\u5bfe\u8005\uff09\u3067\u3001\u30b9\u30b1\u30fc\u30eb\u306f\u2212100\u304b\u3089+100\u3067\u3059\u3002.<br \/>\n    Calculation: %Promoters (9\u201310) \u2212 %Detractors (0\u20136).<br \/>\n    \u306a\u305c\u91cd\u8981\u304b: NPS\u306f\u9577\u671f\u7684\u306a\u6210\u9577\u3068\u652f\u6301\u3068\u76f8\u95a2\u95a2\u4fc2\u304c\u3042\u308a\u307e\u3059\u3002\u79c1\u306f\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI\u3092CSAT\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u53d6\u5f15\u7684\u306a\u4fee\u6b63\u3068\u6226\u7565\u7684\u306a\u88fd\u54c1\u307e\u305f\u306f\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u6295\u8cc7\u3092\u533a\u5225\u3057\u307e\u3059\u3002\u5e38\u306b\u30dc\u30a4\u30b9\u30fb\u30aa\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u9010\u8a9e\u7684\u306b\u30ad\u30e3\u30d7\u30c1\u30e3\u3057\u3001\u30b3\u30db\u30fc\u30c8\u307e\u305f\u306f\u53ce\u76ca\u30d0\u30f3\u30c9\u3067NPS\u3092\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3066\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u53ef\u80fd\u306a\u6d1e\u5bdf\u3092\u5f97\u307e\u3059\u3002.\n  <\/li>\n<li>\n    <strong>\u9867\u5ba2\u96e2\u8131\u7387<\/strong><br \/>\n    \u5b9a\u7fa9: \u4e00\u5b9a\u671f\u9593\u306b\u5931\u308f\u308c\u305f\u9867\u5ba2\u306e\u5272\u5408\u3067\u3001\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u306e\u5065\u5eb7\u72b6\u614b\u3092\u76f4\u63a5\u793a\u3059\u6307\u6a19\u3067\u3059\u3002.<br \/>\n    \u8a08\u7b97\uff08\u30b7\u30f3\u30d7\u30eb\uff09: (\u958b\u59cb\u6642\u306e\u9867\u5ba2\u6570 \u2212 \u7d42\u4e86\u6642\u306e\u9867\u5ba2\u6570) \/ \u958b\u59cb\u6642\u306e\u9867\u5ba2\u6570 \u00d7 100\uff08\u307e\u305f\u306fMRR\u306e\u5f71\u97ff\u3092\u8003\u616e\u3057\u3066\u53ce\u76ca\u306e\u96e2\u8131\u3092\u4f7f\u7528\u3057\u307e\u3059\uff09\u3002.<br \/>\n    \u306a\u305c\u91cd\u8981\u304b: \u96e2\u8131\u306f\u6210\u9577\u3092\u76f4\u63a5\u6e1b\u5c11\u3055\u305b\u3001\u9867\u5ba2\u3092\u7f6e\u304d\u63db\u3048\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8KPI\u3092\u81a8\u3089\u307e\u305b\u307e\u3059\u3002\u79c1\u306f\u7dcf\u96e2\u8131\u3068\u30cd\u30c3\u30c8\u96e2\u8131\u3092\u8ffd\u8de1\u3057\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u3001\u4f7f\u7528\u3001\u307e\u305f\u306f\u30b5\u30dd\u30fc\u30c8\u306b\u3088\u308b\u5931\u6557\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u305f\u3081\u306b\u30b3\u30db\u30fc\u30c8\u96e2\u8131\u5206\u6790\u3092\u884c\u3044\u307e\u3059\u3002\u96e2\u8131\u4e88\u6e2cKPI\u3068\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u3092\u4f7f\u7528\u3057\u3066\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u307e\u3059\u3002.\n  <\/li>\n<li>\n    <strong>\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\uff08CLV \/ LTV\uff09<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u9867\u5ba2\u304c\u751f\u6daf\u306b\u308f\u305f\u3063\u3066\u751f\u307f\u51fa\u3059\u3068\u4e88\u6e2c\u3055\u308c\u308b\u53ce\u76ca\u3002\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u3068\u30e6\u30cb\u30c3\u30c8\u30a8\u30b3\u30ce\u30df\u30af\u30b9\u306e\u305f\u3081\u306e\u6226\u7565\u7684\u4fa1\u5024\u6307\u6a19\u3067\u3059\u3002.<br \/>\n    \u8a08\u7b97\uff08\u57fa\u672c\uff09\uff1aARPU \u00d7 \u5e73\u5747\u9867\u5ba2\u5bff\u547d\uff08\u307e\u305f\u306f\u30b3\u30db\u30fc\u30c8\u30ec\u30d9\u30eb\u306e\u5272\u5f15\u30ad\u30e3\u30c3\u30b7\u30e5\u30d5\u30ed\u30fc\u30e2\u30c7\u30eb\u3092\u4f7f\u7528\uff09\u3002.<br \/>\n    \u91cd\u8981\u6027\uff1aLTV\u306f\u53d7\u3051\u5165\u308c\u53ef\u80fd\u306aCAC\u3092\u8a2d\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\u3084\u6a5f\u80fd\u63a1\u7528\u7387KPI\u306a\u3069\u306e\u9867\u5ba2\u6210\u529f\u6307\u6a19\u3078\u306e\u6295\u8cc7\u3092\u5c0e\u304d\u307e\u3059\u3002\u79c1\u306f\u30b3\u30db\u30fc\u30c8LTV\u3092\u76e3\u8996\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\uff08FCR\u3001CSAT\uff09\u306b\u30ea\u30f3\u30af\u3055\u305b\u3066\u30b5\u30fc\u30d3\u30b9\u6539\u5584\u306eROI\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002.\n  <\/li>\n<\/ul>\n<h4>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304a\u3088\u3073\u30b5\u30dd\u30fc\u30c8\u306eKPI \u2014 \u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0KPI\u3001\u89e3\u6c7a\u6e08\u307f\u30c1\u30b1\u30c3\u30c8KPI<\/h4>\n<p>\u52b9\u7387\u7684\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304a\u3088\u3073\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u3092\u652f\u3048\u308b\u904b\u7528\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6307\u6a19KPI\u3092\u8ffd\u8de1\u3057\u307e\u3059\uff1a\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u306f\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306e\u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb\u5168\u4f53\u3092\u6e2c\u5b9a\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0\u306f\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u3068\u5b63\u7bc0\u7684\u30c8\u30ec\u30f3\u30c9\u3092\u793a\u3057\u3001\u89e3\u6c7a\u6e08\u307f\u30c1\u30b1\u30c3\u30c8KPI\uff08\u307e\u305f\u306f\u89e3\u6c7a\u7387\uff09\u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u307e\u305f\u306f\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u52b9\u679c\u3092\u793a\u3057\u307e\u3059\u3002\u30b9\u30d4\u30fc\u30c9\u3068\u54c1\u8cea\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u305f\u3081\u306b\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3068\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3092FCR\u304a\u3088\u3073\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u9867\u5ba2\u4f53\u9a13\u6307\u6a19KPI\u3092\u72a0\u7272\u306b\u3057\u30661\u3064\u306e\u6307\u6a19\u3092\u6700\u9069\u5316\u3057\u306a\u3044\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002.<\/p>\n<p>\u6226\u7565\u7684\u306a\u610f\u601d\u6c7a\u5b9a\u306e\u305f\u3081\u306b\u3001\u3053\u308c\u3089\u306e\u904b\u7528KPI\u3092\u9867\u5ba2\u7dad\u6301\u6307\u6a19KPI\u304a\u3088\u3073\u9867\u5ba2\u96e2\u8131KPI\u306b\u7d50\u3073\u4ed8\u3051\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b3\u30db\u30fc\u30c8\u3084\u9ad8\u4fa1\u5024\u9867\u5ba2\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3066\u65e9\u671f\u8b66\u544a\u30b5\u30a4\u30f3\u3092\u898b\u3064\u3051\u307e\u3059\u3002\u5b9f\u969b\u306e\u5b9f\u88c5\u306b\u306f\u3001\u9ad8\u4fa1\u5024\u30a2\u30ab\u30a6\u30f3\u30c8\u3092\u512a\u5148\u3059\u308b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3001\u7e70\u308a\u8fd4\u3057\u767a\u751f\u3059\u308b\u554f\u984c\u306e\u305f\u3081\u306e\u81ea\u52d5\u5316\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30d0\u30c3\u30af\u30ed\u30b0\u3068\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u5229\u7528KPI\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8868\u793a\u3059\u308b\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u9867\u5ba2\u7dad\u6301\u3068CAC\u30e1\u30ab\u30cb\u30af\u30b9\u306b\u3064\u3044\u3066\u306e\u8a73\u7d30\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%b6%ad%e6%8c%81\/\">\u9867\u5ba2\u7dad\u6301\u30ac\u30a4\u30c9<\/a> \u3068\u8a73\u7d30\u306a <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%8d%b2%e5%be%97%e3%82%b3%e3%82%b9%e3%83%88%e3%81%ae%e5%ae%9a%e7%be%a9-%e9%a1%a7%e5%ae%a2%e7%8d%b2%e5%be%97%e3%82%b3%e3%82%b9%e3%83%88%e3%81%a8%e3%81%af%e4%bd%95%e3%81%8b-cac\/\">\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8\u306e\u8aac\u660e<\/a>, \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%b3%e3%83%9b%e3%83%bc%e3%83%88%e4%bf%9d%e6%8c%81%e5%88%86%e6%9e%90-%e5%ae%9f%e7%94%a8%e3%82%ac%e3%82%a4%e3%83%89-%e3%82%b3%e3%83%9b%e3%83%bc%e3%83%88%e4%bf%9d%e6%8c%81%e5%88%86%e6%9e%90%e3%83%86\/\">\u30b3\u30db\u30fc\u30c8\u4fdd\u6301\u5206\u6790<\/a> \u304b\u3089\u306e\u30b3\u30db\u30fc\u30c8\u5206\u6790\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3057\u3066\u3001\u76ee\u6a19\u3092\u691c\u8a3c\u3057\u307e\u3059\u3002.<\/p>\n<h2>\u30eb\u30fc\u30eb\u3001\u5fdc\u7b54\u3068\u512a\u5148\u9806\u4f4d<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b10 5 3\u30eb\u30fc\u30eb\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308b10-5-3\u30eb\u30fc\u30eb\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u5168\u4f53\u3067\u306e\u5fdc\u7b54\u304a\u3088\u3073\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u30a6\u30a3\u30f3\u30c9\u30a6\u3092\u6a19\u6e96\u5316\u3059\u308b\u305f\u3081\u306b\u79c1\u304c\u4f7f\u7528\u3059\u308b\u5b9f\u7528\u7684\u306aSLA\u30ac\u30a4\u30c9\u30e9\u30a4\u30f3\u3067\u3059\u3002\u5b9f\u969b\u306b\u306f\u3001\u7dca\u6025\uff0f\u9ad8\u512a\u5148\u5ea6\u306e\u9023\u7d61\u306b\u306f10\u5206\u4ee5\u5185\u306b\u5fdc\u7b54\u3057\u3001\u9ad8\uff0f\u4e2d\u306e\u554f\u984c\u306b\u306f5\u6642\u9593\u4ee5\u5185\u306b\u78ba\u8a8d\u3057\u4f5c\u696d\u3092\u958b\u59cb\u3057\u3001\u4f4e\u512a\u5148\u5ea6\u306e\u9805\u76ee\u306b\u306f3\u55b6\u696d\u65e5\u4ee5\u5185\u306b\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u307e\u305f\u306f\u89e3\u6c7a\u3092\u5b8c\u4e86\u3059\u308b\u3088\u3046\u306b\u9069\u7528\u3057\u307e\u3059\u3002\u305d\u306e\u76ee\u7684\u306f\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3092\u77ed\u7e2e\u3057\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff08CES KPI\uff09\u3092\u6291\u5236\u3057\u3001\u5c0f\u3055\u306a\u554f\u984c\u304c\u9867\u5ba2\u96e2\u308c\u306e\u539f\u56e0\u306b\u306a\u3089\u306a\u3044\u3088\u3046\u306b\u3057\u306a\u304c\u3089\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u4f5c\u696d\u8ca0\u8377\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u3053\u3068\u3067\u3059\u3002\u79c1\u306f10\/5\/3\u306e\u30ea\u30ba\u30e0\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u6210\u679c\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI \/ NPS KPI\u3001\u9867\u5ba2\u7dad\u6301\u6307\u6a19KPI\uff09\u306b\u7d50\u3073\u4ed8\u3051\u3001\u3059\u3079\u3066\u306e\u30b1\u30fc\u30b9\u306b\u9069\u7528\u3067\u304d\u308b\u898f\u5247\u3067\u306f\u306a\u304f\u3001\u30c1\u30e3\u30cd\u30eb\uff08\u30c1\u30e3\u30c3\u30c8\u5bfe\u30e1\u30fc\u30eb\uff09\u3001\u30b3\u30db\u30fc\u30c8\u3001\u304a\u3088\u3073\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u306b\u3088\u3063\u3066\u30a6\u30a3\u30f3\u30c9\u30a6\u3092\u8abf\u6574\u3059\u308b\u904b\u7528\u30eb\u30fc\u30eb\u3068\u3057\u3066\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u30eb\u30fc\u30eb\u3068\u5fdc\u7b54\u8a08\u753b \u2014 \u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI<\/h4>\n<p>\u79c1\u306f\u3001\u6700\u521d\u306e\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\uff08AHT\uff09\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u306b\u76f4\u63a5\u30de\u30c3\u30d4\u30f3\u30b0\u3055\u308c\u308b\u512a\u5148\u5ea6\u30de\u30c3\u30d4\u30f3\u30b0\u3068SLA\u3092\u5b9a\u7fa9\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\uff1a\u7dca\u6025\u306e\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306f10\u5206\u306e\u30c1\u30e3\u30c3\u30c8\u307e\u305f\u306fDM\u306e\u30c8\u30ea\u30a2\u30fc\u30b8\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30eb\u30fc\u30eb\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u307e\u3059\u3002\u9ad8\/\u4e2d\u306e\u30e1\u30fc\u30eb\u30b1\u30fc\u30b9\u306f5\u6642\u9593\u306e\u78ba\u8a8d\u3068\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u5fc5\u8981\u3068\u3057\u307e\u3059\u3002\u4f4e\u512a\u5148\u5ea6\u306e\u30c1\u30b1\u30c3\u30c8\u306f\u30013\u55b6\u696d\u65e5\u4ee5\u5185\u306b\u89e3\u6c7a\u306e\u305f\u3081\u306b\u30ad\u30e5\u30fc\u306b\u5165\u308c\u3089\u308c\u3001\u81ea\u52d5\u30b9\u30c6\u30fc\u30bf\u30b9\u66f4\u65b0\u306b\u3088\u308a\u8a8d\u8b58\u3055\u308c\u305f\u5fdc\u7b54\u6642\u9593\u3092\u77ed\u7e2e\u3057\u307e\u3059\u3002\u79c1\u306fFRT\u3068AHT\u3092\u540c\u6642\u306b\u76e3\u8996\u3057\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\uff08FCR\uff09\u3092\u72a0\u7272\u306b\u3057\u3066FRT\u3092\u6e1b\u5c11\u3055\u305b\u306a\u3044\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u89e3\u6c7a\u6e08\u307f\u30c1\u30b1\u30c3\u30c8KPI\u3001\u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0KPI\u3001\u30c1\u30b1\u30c3\u30c8\u518d\u30aa\u30fc\u30d7\u30f3\u7387\u3092\u6e2c\u5b9a\u3057\u3066\u3001SLA\u306e\u9075\u5b88\u304c\u9867\u5ba2\u4f53\u9a13\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3092\u6539\u5584\u3057\u3001\u9867\u5ba2\u96e2\u8131KPI\u3092\u4f4e\u4e0b\u3055\u305b\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u904b\u7528\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9KPI\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9 \u2014 \u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387KPI<\/h4>\n<p>10\/5\/3\u3092\u904b\u7528\u5316\u3059\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306bSLA\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3092\u8868\u793a\u3057\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3092\u7528\u610f\u3057\u307e\u3059\uff1a\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0KPI\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387KPI\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u5229\u7528KPI\u3067\u3059\u3002\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306f\u30c1\u30e3\u30cd\u30eb\u3001\u88fd\u54c1\u3001\u30b3\u30db\u30fc\u30c8\uff08\u65b0\u898f\u30e6\u30fc\u30b6\u30fc\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u5bfe\u9ad8\u4fa1\u5024\u9867\u5ba2\uff09\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387\u3084\u89e3\u7d04\u4e88\u6e2cKPI\u306e\u30b9\u30d1\u30a4\u30af\u3092\u898b\u3064\u3051\u3066\u30ea\u30bd\u30fc\u30b9\u3092\u9069\u5207\u306b\u914d\u5206\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3068\u78ba\u8a8d\u3092\u81ea\u52d5\u5316\u3057\u3066\u3001\u8a8d\u8b58\u3055\u308c\u308bFRT\u3092\u6539\u5584\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679c\u7684\u306aKPI\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u307e\u305f\u3001VOC\u30e1\u30c8\u30ea\u30af\u30b9KPI\uff08\u8abf\u67fb\u56de\u7b54\u7387\u3001CSAT\u3001CES\uff09\u3092SLA\u9055\u53cd\u306b\u7d50\u3073\u3064\u3051\u3066\u30d3\u30b8\u30cd\u30b9\u3078\u306e\u5f71\u97ff\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3084\u30b5\u30f3\u30d7\u30ebKPI\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306b\u3064\u3044\u3066\u306f\u3001\u793e\u5185\u30ea\u30bd\u30fc\u30b9\u3092\u53c2\u7167\u3057\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%81%e3%83%bc%e3%83%a0%e3%81%aekpi-5%e3%81%a4%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99-10%e5%af%be10\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306eKPI<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%b6%ad%e6%8c%81\/\">\u9867\u5ba2\u7dad\u6301\u30ac\u30a4\u30c9<\/a> SLA\u76ee\u6a19\u3092\u4fdd\u6301\u7387\u3068\u30e9\u30a4\u30d5\u30bf\u30a4\u30e0\u30d0\u30ea\u30e5\u30fc\u76ee\u6a19\u306b\u5408\u308f\u305b\u308b\u305f\u3081\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-331364.jpg\" alt=\"\u9867\u5ba2\u6307\u6a19KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>CX\u6226\u7565\u306b\u9069\u7528\u3055\u308c\u308b5\u3064\u306eP<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e5\u3064\u306eP\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<h4>\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u4eba\u3001\u30d7\u30ed\u30bb\u30b9 \u2014 \u9867\u5ba2\u30b8\u30e3\u30fc\u30cb\u30fc\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u9867\u5ba2\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679c\u7684\u306aKPI<\/h4>\n<p>5\u3064\u306eP\u3092\u9867\u5ba2\u306e\u6307\u6a19KPI\u306b\u76f4\u63a5\u30de\u30c3\u30d4\u30f3\u30b0\u3055\u308c\u308b\u6e2c\u5b9a\u53ef\u80fd\u306a\u30ec\u30d0\u30fc\u3068\u3057\u3066\u6271\u3044\u307e\u3059\u3002\u88fd\u54c1\u306f\u3001\u88fd\u54c1\u307e\u305f\u306f\u30b5\u30fc\u30d3\u30b9\u304c\u660e\u78ba\u306a\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3057\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u304b\u3089\u53cd\u5fa9\u3055\u308c\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u6a5f\u80fd\u63a1\u7528\u7387KPI\u3001\u9867\u5ba2\u4f53\u9a13\u6307\u6a19KPI\u3001\u88fd\u54c1\u8fd4\u54c1\u7387KPI\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2CSS KPI\uff09\u3067\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u65c5\u306e\u6307\u6a19KPI\u3068\u9867\u5ba2\u63a5\u70b9\u306e\u6307\u6a19KPI\u3092\u4f7f\u7528\u3057\u3066\u3001\u88fd\u54c1\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u898b\u3064\u3051\u3001\u30ed\u30fc\u30c9\u30de\u30c3\u30d7\u306e\u4f5c\u696d\u3092\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u3057\u307e\u3059\u3002.<\/p>\n<p>\u4fa1\u683c\u306f\u8a8d\u8b58\u3055\u308c\u305f\u4fa1\u5024\u3092\u53cd\u6620\u3057\u3001\u900f\u660e\u3067\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u3001\u30e6\u30fc\u30b6\u30fc\u3042\u305f\u308a\u306e\u5e73\u5747\u53ce\u76caKPI\uff08ARPU KPI\uff09\u3001\u9867\u5ba2\u306e\u53ce\u76ca\u6027KPI\u3001\u304a\u3088\u3073\u4fa1\u683c\u5e2f\u306b\u3088\u308b\u89e3\u7d04\u611f\u5ea6\uff08\u9867\u5ba2\u89e3\u7d04KPI\u3001\u7dcf\u89e3\u7d04\u5bfe\u7d14\u89e3\u7d04KPI\uff09\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u5834\u6240\uff08\u30a2\u30af\u30bb\u30b9\u3068\u30c1\u30e3\u30cd\u30eb\uff09\u306f\u3001\u9867\u5ba2\u304c\u3044\u308b\u5834\u6240\u306b\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u30a6\u30a7\u30d6\u3001\u30e2\u30d0\u30a4\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u3001\u96fb\u8a71\u306a\u3069\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387KPI\u3001\u30c1\u30e3\u30cd\u30eb\u30df\u30c3\u30af\u30b9\u3001\u6708\u9593\u30a2\u30af\u30c6\u30a3\u30d6\u30e6\u30fc\u30b6\u30fcKPI\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u4f7f\u7528KPI\u3092\u76e3\u8996\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0KPI\u3068\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3092\u6e1b\u5c11\u3055\u305b\u307e\u3059\u3002.<\/p>\n<p>\u4eba\u306f\u6700\u524d\u7dda\u3067\u3059\uff1a\u6700\u521d\u306e\u5fdc\u7b54\u6642\u9593KPI\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u3001\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\uff08FCR\uff09\u3001\u304a\u3088\u3073\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6e80\u8db3\u5ea6KPI\u3092\u6e2c\u5b9a\u3057\u3066\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\u304a\u3088\u3073\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI\uff08NPS KPI\uff09\u306e\u6539\u5584\u306b\u7d50\u3073\u3064\u3051\u307e\u3059\u3002\u30d7\u30ed\u30bb\u30b9\u306f\u4f53\u9a13\u3092\u518d\u73fe\u53ef\u80fd\u306b\u3057\u307e\u3059\u2014\u30d7\u30ed\u30bb\u30b9KPI\u3092\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3001\u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0KPI\u3001\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff08CES KPI\uff09\u3001\u304a\u3088\u3073\u30c1\u30b1\u30c3\u30c8\u518d\u30aa\u30fc\u30d7\u30f3\u7387\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u3001\u9867\u5ba2\u6307\u6a19\u3068\u9867\u5ba2\u611f\u60c5\u5206\u6790KPI\u306e\u305f\u3081\u306e\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u3067VOC\u30eb\u30fc\u30d7\u3092\u9589\u3058\u3066\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u63a8\u9032\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u9867\u5ba2\u6210\u529f\u6307\u6a19KPI\u306e\u6574\u5408\u6027\u2014\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\u3001\u521d\u56de\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593KPI\u3001\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387KPI<\/h4>\n<p>\u79c1\u306f5\u3064\u306eP\u3092\u9867\u5ba2\u6210\u529f\u6307\u6a19KPI\u306b\u5408\u308f\u305b\u3066\u8abf\u6574\u3057\u3001\u5404P\u304c\u4fdd\u6301\u3068\u6210\u9577\u3092\u652f\u63f4\u3059\u308b\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306b\u3064\u3044\u3066\u306f\u3001\u9867\u5ba2\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6307\u6a19KPI\u3068\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\u3092\u8ffd\u8de1\u3057\u3001\u521d\u56de\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593KPI\u3068\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387KPI\u3092\u6e2c\u5b9a\u3057\u3066\u3001\u30c8\u30e9\u30a4\u30a2\u30eb\u306e\u89e3\u7d04KPI\u3092\u6e1b\u5c11\u3055\u305b\u3001\u30c8\u30e9\u30a4\u30a2\u30eb\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387KPI\u3092\u6539\u5584\u3057\u307e\u3059\u3002\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3092\u4f7f\u7528\u3057\u3066\u30b3\u30db\u30fc\u30c8\u5225\u306b\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u9ad8\u4fa1\u5024\u9867\u5ba2\u6307\u6a19KPI\u3092\u512a\u5148\u3059\u308b\u3053\u3068\u3067\u3001SLA\u3068\u30ea\u30bd\u30fc\u30b9\u304c\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u3092\u6700\u3082\u9ad8\u3081\u308b\u5834\u6240\u306b\u9069\u7528\u3055\u308c\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u904b\u7528\u4e0a\u3001\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u7d71\u4e00\u3055\u308c\u305f\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u8868\u793a\u3057\u307e\u3059\u3002CX\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30ec\u30fc\u30c8KPI\u306e\u4f4e\u4e0b\u3084\u9867\u5ba2\u82e6\u60c5\u30ec\u30fc\u30c8KPI\u306e\u4e0a\u6607\u3092\u898b\u3064\u3051\u3066\u884c\u52d5\u3092\u8d77\u3053\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\uff08\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u30a2\u30d7\u30ed\u30fc\u30c1\uff09\u3002\u5b9f\u7528\u7684\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306b\u3064\u3044\u3066\u306f\u3001\u9867\u5ba2\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30ac\u30a4\u30c0\u30f3\u30b9\u3068\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u3092\u53c2\u7167\u3057\u3066\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u6539\u5584\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u4fdd\u6301\u3068\u5fe0\u8aa0\u306e\u6210\u679c\u306b\u5408\u308f\u305b\u3066\u3044\u307e\u3059\u3002.<\/p>\n<p>\u5185\u90e8\u30ea\u30bd\u30fc\u30b9: <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%aa%e3%83%b3%e3%83%9c%e3%83%bc%e3%83%87%e3%82%a3%e3%83%b3%e3%82%b0%e3%83%95%e3%83%ad%e3%83%bc-5%e3%81%a4%e3%81%ae%e3%82%b9%e3%83%86%e3%83%bc%e3%82%b8%e3%80%817%e3%81%a4\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30d5\u30ed\u30fc<\/a>, <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%a8%e3%83%b3%e3%82%b2%e3%83%bc%e3%82%b8%e3%83%a1%e3%83%b3%e3%83%88%e6%88%a6%e7%95%a5%e3%81%ae%e5%ae%9f%e7%94%a8%e7%9a%84%e3%81%aa%e3%83%86%e3%83%b3%e3%83%97%e3%83%ac%e3%83%bc\/\">\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565<\/a>.<\/p>\n<h2>\u5b9f\u7528\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19<\/h2>\n<h3>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u6307\u6a19\u306e\u4f8b\u30925\u3064\u6319\u3052\u3066\u304f\u3060\u3055\u3044\u3002<\/h3>\n<h4>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u305f\u3081\u306e5\u3064\u306e\u30b5\u30f3\u30d7\u30ebKPI - \u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff08CES KPI\uff09\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6e80\u8db3\u5ea6KPI\u3001\u9867\u5ba2\u82e6\u60c5\u30ec\u30fc\u30c8KPI\u3001\u89e3\u6c7a\u7387\u3001\u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0KPI<\/h4>\n<p>\u79c1\u306f\u3001\u5373\u6642\u306e\u4fe1\u53f7\u3068\u660e\u78ba\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u5b9f\u7528\u7684\u306aKPI\u306e\u30b3\u30f3\u30d1\u30af\u30c8\u306a\u30bb\u30c3\u30c8\u306b\u4f9d\u5b58\u3057\u3066\u3044\u307e\u3059\u3002\u79c1\u304c\u8ffd\u8de1\u3059\u308b\u4e3b\u8981\u306a\u4f8b\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> - \u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u5373\u6642\u6e80\u8db3\u5ea6\u306e\u53d6\u5f15\u6e2c\u5b9a\uff08\u901a\u5e381\u301c5\uff09\u3002\u8a08\u7b97\u5f0f\uff1a\uff08\u80af\u5b9a\u7684\u306a\u56de\u7b54\u306e\u6570 \u00f7 \u7dcf\u56de\u7b54\u6570\uff09 \u00d7 100\u3002\u89e3\u6c7a\u5f8c\u306bCSAT\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u3068\u30b3\u30db\u30fc\u30c8\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u306e\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u512a\u5148\u3059\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u3068\u7d44\u307f\u5408\u308f\u305b\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES KPI\uff09<\/strong> - \u9867\u5ba2\u304c\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3069\u308c\u3060\u3051\u7c21\u5358\u306b\u611f\u3058\u305f\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u89e3\u7d04\u306e\u4e88\u6e2c\u56e0\u5b50\u3067\u3042\u308a\u3001\u9867\u5ba2\u306e\u52aa\u529b\u3092\u6e1b\u3089\u3057\u3001\u4fdd\u6301\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u76f4\u63a5\u7684\u306a\u624b\u6bb5\u3067\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6e80\u8db3\u5ea6KPI \/ \u89e3\u6c7a\u7387<\/strong> \u2014 \u30c1\u30b1\u30c3\u30c8\u306e\u6210\u529f\u89e3\u6c7a\u7387\uff08\u8a72\u5f53\u3059\u308b\u5834\u5408\u306f\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u3092\u542b\u3080\uff09\u3002\u79c1\u306f\u89e3\u6c7a\u7387\u3092\u4f7f\u7528\u3057\u3066AHT\u3068FRT\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308a\u3001\u518d\u30aa\u30fc\u30d7\u30f3\u7387\u3092\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u306a\u304f\u8fd4\u4fe1\u3092\u8fc5\u901f\u5316\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u82e6\u60c5\u7387KPI &amp; \u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0KPI<\/strong> \u2014 1,000\u4ef6\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3042\u305f\u308a\u306e\u82e6\u60c5\u7387\u3068\u672a\u89e3\u6c7a\u306e\u30c1\u30b1\u30c3\u30c8\u30d0\u30c3\u30af\u30ed\u30b0\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u7684\u306a\u554f\u984c\u3068\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u307e\u3059\u3002\u6301\u7d9a\u7684\u306a\u30d0\u30c3\u30af\u30ed\u30b0\u306f\u30d7\u30ed\u30bb\u30b9\u306e\u554f\u984c\u3092\u793a\u3057\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI<\/strong> \u2014 \u30af\u30ed\u30fc\u30ba\u307e\u3067\u306e\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u306e\u6642\u9593\uff1b\u79c1\u306f\u4e2d\u592e\u5024\u306890\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u3092\u76e3\u8996\u3057\u3066\u3001\u5e73\u5747\u306b\u96a0\u308c\u3066\u3044\u308b\u5916\u308c\u5024\u3092\u907f\u3051\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3092\u4fdd\u8b77\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e5\u3064\u306eKPI\u306f\u904b\u7528\u30eb\u30fc\u30d7\u3092\u5f62\u6210\u3057\u307e\u3059\uff1aCSAT\u3068CES\u306f\u4f53\u9a13\u4fe1\u53f7\u3092\u63d0\u4f9b\u3057\u3001\u89e3\u6c7a\u7387\u3068\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u306f\u52b9\u679c\u3092\u6e2c\u5b9a\u3057\u3001\u82e6\u60c5\u7387\u3068\u30d0\u30c3\u30af\u30ed\u30b0\u306f\u69cb\u9020\u7684\u306a\u4fee\u6b63\u3092\u4fc3\u3057\u307e\u3059\u3002\u79c1\u306f\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u3053\u308c\u3089\u3092\u4e00\u7dd2\u306b\u8868\u793a\u3057\u3001\u76f8\u95a2\u95a2\u4fc2\uff08\u4f8b\u3048\u3070\u3001CSAT\u304c\u4e0b\u304c\u308bAHT\u306e\u4e0a\u6607\uff09\u3092\u898b\u3064\u3051\u3001\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3068\u89e3\u7d04\u4e88\u6e2cKPI\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u30c1\u30fc\u30e0\u5411\u3051\u306e\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9KPI\u306e\u4f8b \u2014 \u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u30ea\u30d4\u30fc\u30c8\u8cfc\u5165\u7387KPI\u3001\u8cfc\u5165\u983b\u5ea6KPI\u3001\u30c8\u30e9\u30a4\u30a2\u30eb\u8ee2\u63db\u7387KPI<\/h4>\n<p>\u30b5\u30dd\u30fc\u30c8\u3092\u8d85\u3048\u3066\u3001\u79c1\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u53ce\u76ca\u3068\u88fd\u54c1\u30e1\u30c8\u30ea\u30af\u30b9\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u3001\u30c1\u30fc\u30e0\u304c\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u3068\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3078\u306e\u5f71\u97ff\u3092\u78ba\u8a8d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u79c1\u304c\u63d0\u793a\u3059\u308b\u5b9f\u7528\u7684\u306a\u30c1\u30fc\u30e0\u30ec\u30d9\u30eb\u306e\u4f8b\u306f\uff1a<\/p>\n<ul>\n<li><strong>\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30e1\u30c8\u30ea\u30af\u30b9KPI<\/strong> \u2014 \u30a2\u30af\u30c6\u30a3\u30d6\u9867\u5ba2KPI\uff08MAU\/DAU\uff09\u3001\u6a5f\u80fd\u63a1\u7528\u7387KPI\u3001\u4f7f\u7528\u983b\u5ea6KPI\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30b9\u30b3\u30a2KPI\u306f\u3001\u88fd\u54c1\u306e\u5b9a\u7740\u5ea6\u3092\u6e2c\u5b9a\u3057\u3001\u9867\u5ba2\u6210\u529f\u306e\u4ecb\u5165\u3092\u901a\u77e5\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30ea\u30d4\u30fc\u30c8\u8cfc\u5165\u7387KPI &amp; \u8cfc\u5165\u983b\u5ea6KPI<\/strong> \u2014 e\u30b3\u30de\u30fc\u30b9\u3068\u5c0f\u58f2\u696d\u306b\u3068\u3063\u3066\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5b9a\u91cf\u5316\u3057\u3001\u5546\u4eba\u306e\u96e2\u8131\u3092\u9867\u5ba2\u4f53\u9a13\u306e\u554f\u984c\u306b\u7d50\u3073\u3064\u3051\u308b\u3053\u3068\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002.<\/li>\n<li><strong>\u30c8\u30e9\u30a4\u30a2\u30eb\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387KPI \/ \u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387KPI<\/strong> \u2014 SaaS\u306e\u5834\u5408\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u6210\u529f\uff08\u521d\u56de\u4fa1\u5024\u307e\u3067\u306e\u6642\u9593KPI\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u6210\u529f\u7387KPI\uff09\u3092\u6e2c\u5b9a\u3057\u3001\u9ad8\u3044\u30c8\u30e9\u30a4\u30a2\u30eb\u96e2\u8131KPI\u3092\u6301\u3064\u30b3\u30db\u30fc\u30c8\u3092\u7279\u5b9a\u3057\u3066\u30bf\u30fc\u30b2\u30c3\u30c8\u80b2\u6210\u3092\u884c\u3044\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u7d39\u4ecb\u7387KPI &amp; \u9867\u5ba2\u64c1\u8b77\u6307\u6a19KPI<\/strong> \u2014 \u7d39\u4ecb\u3068\u63a8\u5968\u8005\u306e\u884c\u52d5\uff08\u63a8\u5968\u8005\u7387KPI\uff09\u3092\u8ffd\u8de1\u3057\u3066\u3001\u9ad8\u3044CSAT\u304a\u3088\u3073NPS KPI\u30bb\u30b0\u30e1\u30f3\u30c8\u306e\u30d3\u30b8\u30cd\u30b9\u4fa1\u5024\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u30c1\u30fc\u30e0\u30e1\u30c8\u30ea\u30af\u30b9\u3092\u904b\u7528\u30b5\u30dd\u30fc\u30c8KPI\u306b\u30ea\u30f3\u30af\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679c\u6027KPI\u306e\u6539\u5584\u3084\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u306e\u77ed\u7e2e\u304c\u3001\u3088\u308a\u9ad8\u3044\u30a2\u30af\u30c6\u30a3\u30d9\u30fc\u30b7\u30e7\u30f3\u7387\u3001\u3088\u308a\u9ad8\u3044\u30ea\u30d4\u30fc\u30c8\u9867\u5ba2\u7387KPI\u3001\u305d\u3057\u3066\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u306e\u5897\u52a0\u3068\u3057\u3066\u73fe\u308c\u307e\u3059\u3002\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306b\u3064\u3044\u3066\u306f\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3068\u30b5\u30fc\u30d3\u30b9KPI\u306e\u53ce\u96c6\u306b\u95a2\u3059\u308b\u30ac\u30a4\u30c9\u3092\u4f7f\u7528\u3057\u3066\u3001\u30c1\u30fc\u30e0\u3092\u6574\u5408\u3055\u305b\u3001\u9867\u5ba2\u96e2\u8131KPI\u3092\u6e1b\u5c11\u3055\u305b\u307e\u3059: <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%82%92%e5%be%97%e3%82%8b%e5%ae%9f%e7%94%a8%e7%9a%84%e3%81%aa%e6%96%b9%e6%b3%95-10%e5%af%be10%e3%83%ab%e3%83%bc\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u5f97\u308b<\/a> \u3084 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%81%e3%83%bc%e3%83%a0%e3%81%aekpi-5%e3%81%a4%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99-10%e5%af%be10\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306eKPI<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-390280.jpg\" alt=\"\u9867\u5ba2\u6307\u6a19KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>4C\u3068\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e4C\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<h4>\u660e\u78ba\u3055\u3001\u4e00\u8cab\u6027\u3001\u601d\u3044\u3084\u308a\u3001\u4fbf\u5229\u3055 \u2014 \u9867\u5ba2\u4f53\u9a13\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3KPI\u3001\u63a8\u5968\u8005\u7387KPI\u3001\u6279\u5224\u8005\u7387KPI<\/h4>\n<p>\u79c1\u306f\u30b5\u30dd\u30fc\u30c8\u306e\u65c5\u306e\u4e2d\u3067\u30014\u3064\u306eC\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u30ec\u30d0\u30fc\u3068\u3057\u3066\u5b9f\u884c\u3057\u307e\u3059\u3002\u660e\u78ba\u3055\u3068\u306f\u3001\u9867\u5ba2\u304c\u4f55\u304c\u3044\u3064\u8d77\u3053\u308b\u304b\u3092\u5e38\u306b\u77e5\u3063\u3066\u3044\u308b\u3088\u3046\u306b\u3001\u671f\u5f85\u3001\u30dd\u30ea\u30b7\u30fc\u3001\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u5b9a\u7fa9\u3059\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u660e\u78ba\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u9867\u5ba2\u306e\u52aa\u529b\u30b9\u30b3\u30a2KPI\uff08CES KPI\uff09\u3092\u524a\u6e1b\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19KPI\uff08CSAT \/ \u9867\u5ba2\u6e80\u8db3\u30b9\u30b3\u30a2CSS KPI\uff09\u3092\u6539\u5584\u3057\u307e\u3059\u3002\u79c1\u306f\u3001\u660e\u78ba\u3055\u304c\u8fc5\u901f\u3067\u6df7\u4e71\u306e\u5c11\u306a\u3044\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u5909\u308f\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3059\u308b\u305f\u3081\u306b\u3001\u8abf\u67fb\u56de\u7b54\u7387KPI\u3001\u9867\u5ba2\u63a5\u70b9\u6307\u6a19KPI\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/p>\n<p>\u4e00\u8cab\u6027\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u5168\u4f53\u3067\u540c\u3058\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u95a2\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u79c1\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u6307\u6a19KPI\u3068\u30c1\u30e3\u30cd\u30eb\u30ec\u30d9\u30eb\u306eCSAT\u304a\u3088\u3073\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2KPI\uff08NPS KPI\uff09\u3092\u76e3\u8996\u3057\u3066\u5909\u52d5\u3092\u898b\u3064\u3051\u3001\u9867\u5ba2\u6307\u6a19\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3068\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3092\u4f7f\u7528\u3057\u3066\u3001MAU\/DAU\u30b3\u30db\u30fc\u30c8\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0KPI\u3001\u304a\u3088\u3073\u30c1\u30e3\u30cd\u30eb\u5225\u306e\u89e3\u6c7a\u7387KPI\u3092\u6bd4\u8f03\u3057\u307e\u3059\u3002\u6a19\u6e96\u5316\u3055\u308c\u305f\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679cKPI\u3001\u304a\u3088\u3073\u5e73\u5747\u51e6\u7406\u6642\u9593KPI\u304a\u3088\u3073\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u306b\u7d50\u3073\u3064\u3044\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306f\u3001\u5909\u52d5\u6027\u3092\u6e1b\u5c11\u3055\u305b\u307e\u3059\u3002.<\/p>\n<p>\u601d\u3044\u3084\u308a\uff08\u5171\u611f\uff09\u306f\u8b72\u308c\u307e\u305b\u3093\uff1a\u5171\u611f\u7684\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306f\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3KPI\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u306e\u96e2\u8131KPI\u3092\u4f4e\u4e0b\u3055\u305b\u307e\u3059\u3002\u79c1\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u6e80\u8db3\u5ea6KPI\u3001\u5b9a\u6027\u7684\u306aVOC\u6307\u6a19KPI\uff08\u9867\u5ba2\u6307\u6a19\u306e\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u3001\u9867\u5ba2\u611f\u60c5\u5206\u6790KPI\uff09\u3001\u304a\u3088\u3073\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u3067\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u4fe1\u53f7\u306f\u3001\u96e2\u8131\u4e88\u6e2cKPI\u304a\u3088\u3073\u30bf\u30fc\u30b2\u30c3\u30c8\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3055\u308c\u307e\u3059\u3002.<\/p>\n<p>\u5229\u4fbf\u6027\u3068\u306f\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u3001SMS\u3001\u30a6\u30a7\u30d6\u3001\u96fb\u8a71\u3092\u901a\u3058\u3066\u3001\u652f\u63f4\u3068\u8cfc\u5165\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u884c\u3046\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u79c1\u306f\u81ea\u5df1\u30b5\u30fc\u30d3\u30b9\u306e\u4f7f\u7528KPI\u3068\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u52b9\u679cKPI\u3092\u6700\u9069\u5316\u3057\u3066\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u7387KPI\u3068\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593KPI\u3092\u4f4e\u4e0b\u3055\u305b\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387KPI\u3001\u30ea\u30d4\u30fc\u30c8\u8cfc\u5165\u7387KPI\u3001\u8cfc\u5165\u983b\u5ea6KPI\u3092\u8ffd\u8de1\u3057\u3066\u3001\u5229\u4fbf\u6027\u304c\u884c\u52d5\u3092\u3069\u306e\u3088\u3046\u306b\u4fc3\u9032\u3059\u308b\u304b\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002.<\/p>\n<h4>\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3068\u6210\u9577\u306e\u6307\u6a19 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href=\"https:\/\/messengerbot.app\/ja\/%e3%82%b3%e3%83%9b%e3%83%bc%e3%83%88%e4%bf%9d%e6%8c%81%e5%88%86%e6%9e%90-%e5%ae%9f%e7%94%a8%e3%82%ac%e3%82%a4%e3%83%89-%e3%82%b3%e3%83%9b%e3%83%bc%e3%83%88%e4%bf%9d%e6%8c%81%e5%88%86%e6%9e%90%e3%83%86\/\">\u30b3\u30db\u30fc\u30c8\u4fdd\u6301\u5206\u6790<\/a> \u30ac\u30a4\u30c9\u3068 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%b6%ad%e6%8c%81\/\">\u9867\u5ba2\u7dad\u6301\u30ac\u30a4\u30c9<\/a>, \u89e3\u7d04\u66f2\u7dda\u3092\u904b\u7528SLA\u304a\u3088\u3073\u88fd\u54c1\u4fee\u6b63\u306b\u5909\u63db\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002.<\/p>\n<h3>\u30a2\u30af\u30b7\u30e7\u30f3\u30d7\u30e9\u30f3\u3068\u30b5\u30f3\u30d7\u30eb\u30ea\u30bd\u30fc\u30b9 \u2014 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KPI\u304a\u3088\u3073\u30c6\u30ad\u30b9\u30c8\u5206\u6790<\/h3>\n<p>\u79c1\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u30d7\u30e9\u30f3\u306f\u30b7\u30f3\u30d7\u30eb\u306a\u30eb\u30fc\u30d7\u306b\u5f93\u3044\u307e\u3059\uff1a\u6e2c\u5b9a\u3001\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3001\u884c\u52d5\u3001\u691c\u8a3c\u3002\u307e\u305a\u3001KPI\u5206\u985e\u6cd5\u3092\u4f7f\u7528\u3057\u3066\u6e2c\u5b9a\u3092\u6a19\u6e96\u5316\u3057\u307e\u3059\uff08\u904b\u7528\uff1aFRT\u3001AHT\u3001\u89e3\u6c7a\u6e08\u307f\u30c1\u30b1\u30c3\u30c8KPI\uff1b\u4f53\u9a13\uff1aCSAT\u3001NPS\u3001CES\uff1b\u6226\u7565\uff1aLTV\u3001CAC\u3001\u30cd\u30c3\u30c8\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\uff09\u3002\u6b21\u306b\u3001\u4fa1\u5024\u3068\u884c\u52d5\u306b\u3088\u3063\u3066\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u307e\u3059\uff08\u9ad8\u4fa1\u5024\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9KPI\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30b3\u30db\u30fc\u30c8\uff09\u3057\u3001\u305d\u308c\u3089\u306e\u30bb\u30b0\u30e1\u30f3\u30c8\u3092\u9867\u5ba2\u30e1\u30c8\u30ea\u30af\u30b9\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u8868\u793a\u3057\u307e\u3059\u3002\u7b2c\u4e09\u306b\u3001\u77e5\u8b58\u30d9\u30fc\u30b9\u306e\u52b9\u679c\u7684\u306aKPI\u3068\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u4f7f\u7528KPI\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u3001\u4f4e\u52b4\u529b\u306e\u4fee\u6b63\u3092\u81ea\u52d5\u5316\u3057\u307e\u3059\u2014\u77e5\u8b58\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3001\u518d\u30aa\u30fc\u30d7\u30f3\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3002\u7b2c\u56db\u306b\u3001\u30b3\u30db\u30fc\u30c8\u5206\u6790KPI\u3092\u901a\u3058\u3066\u5f71\u97ff\u3092\u691c\u8a3c\u3057\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30ec\u30fc\u30c8KPI\u307e\u305f\u306f\u9867\u5ba2\u5065\u5eb7\u30b9\u30b3\u30a2KPI\u304c\u5909\u52d5\u3057\u305f\u5834\u5408\u306b\u3057\u304d\u3044\u5024\u3092\u66f4\u65b0\u3057\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u304c\u4f7f\u7528\u3059\u308b\u5b9f\u7528\u7684\u306a\u30c1\u30a7\u30c3\u30af\u30ea\u30b9\u30c8\u9805\u76ee\uff1a<\/p>\n<ul>\n<li>\u7d71\u4e00\u3055\u308c\u305fKPI\u5206\u985e\u6cd5\u3092\u4f5c\u6210\u3057\u3001\u5229\u5bb3\u95a2\u4fc2\u8005\u306b\u516c\u958b\u3057\u307e\u3059\u3002.<\/li>\n<li>FRT\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u3001CSAT\u3001NPS\u3001\u89e3\u7d04\u4fe1\u53f7\u3092\u7528\u3044\u3066\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u69cb\u7bc9\u3057\u307e\u3059\u3002.<\/li>\n<li>\u30b3\u30db\u30fc\u30c8\u3068\u4fa1\u5024\u306b\u3088\u3063\u3066\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u9ad8\u4fa1\u5024\u30bb\u30b0\u30e1\u30f3\u30c8\u306b\u306f\u77ed\u3044SLA\u3092\u9069\u7528\u3057\u307e\u3059\u3002.<\/li>\n<li>\u8a8d\u8b58\u3068\u30c8\u30ea\u30a2\u30fc\u30b8\u3092\u81ea\u52d5\u5316\u3057\u3066\u3001\u5f85\u6a5f\u6642\u9593\u306e\u8a8d\u8b58\u3092\u6e1b\u3089\u3057\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593KPI\u3092\u6539\u5584\u3057\u307e\u3059\u3002.<\/li>\n<li>VOC\u30eb\u30fc\u30d7\u3092\u9589\u3058\u308b\uff1a\u9010\u8a9e\u7684\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u77e5\u8b58\u30d9\u30fc\u30b9\u306e\u8a18\u4e8b\u3001\u88fd\u54c1\u30d0\u30c3\u30af\u30ed\u30b0\u9805\u76ee\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u6226\u8853\u7684\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u3064\u3044\u3066\u306f\u3001KPI\u3068\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u53ce\u96c6\u306b\u95a2\u3059\u308b\u30ea\u30bd\u30fc\u30b9\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u2014\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%83%81%e3%83%bc%e3%83%a0%e3%81%aekpi-5%e3%81%a4%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99-10%e5%af%be10\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306eKPI<\/a> \u3084 <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%82%92%e5%be%97%e3%82%8b%e5%ae%9f%e7%94%a8%e7%9a%84%e3%81%aa%e6%96%b9%e6%b3%95-10%e5%af%be10%e3%83%ab%e3%83%bc\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u5f97\u308b<\/a>. \u307e\u305f\u3001\u9867\u5ba2\u751f\u6daf\u4fa1\u5024KPI\u306b\u76f4\u63a5\u7d50\u3073\u3064\u3051\u3089\u308c\u308b\u3088\u3046\u306b\u3001\u30e6\u30cb\u30c3\u30c8\u30a8\u30b3\u30ce\u30df\u30af\u30b9\u3092\u8ffd\u8de1\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e7%8d%b2%e5%be%97%e3%82%b3%e3%82%b9%e3%83%88%e3%81%ae%e5%ae%9a%e7%be%a9-%e9%a1%a7%e5%ae%a2%e7%8d%b2%e5%be%97%e3%82%b3%e3%82%b9%e3%83%88%e3%81%a8%e3%81%af%e4%bd%95%e3%81%8b-cac\/\">\u9867\u5ba2\u7372\u5f97\u30b3\u30b9\u30c8<\/a> \u30ea\u30bd\u30fc\u30b9\u3002.<\/p>\n<p>\u81ea\u52d5\u5316\u3084\u9ad8\u5ea6\u306a\u5206\u6790\u304c\u5fc5\u8981\u306a\u5834\u5408\u3001\u79c1\u306f\u4f1a\u8a71\u578b\u5206\u6790\u3068\u751f\u6210\u30c4\u30fc\u30eb\u3092\u7d71\u5408\u3059\u308b\u30d1\u30fc\u30c8\u30ca\u30fc\u3084\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002Brain Pod AI\u306f\u3001\u30c1\u30fc\u30e0\u304c\u591a\u8a00\u8a9e\u30c1\u30e3\u30c3\u30c8\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u3084\u5206\u6790\u306b\u3057\u3070\u3057\u3070\u4f7f\u7528\u3059\u308b\u30b3\u30f3\u30c6\u30f3\u30c4\u3068\u30c1\u30e3\u30c3\u30c8\u306e\u305f\u3081\u306e\u751f\u6210AI\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u6a5f\u80fd\u6027\u3001\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3001\u30b3\u30b9\u30c8\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u305f\u3081\u306b\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u6bd4\u8f03\u3057\u307e\u3059\u3002\u6700\u5f8c\u306b\u3001SLA\u9075\u5b88\u3068VOC\u3092\u30cd\u30c3\u30c8\u4fdd\u6301\u7387KPI\u3001\u62e1\u5f35\u53ce\u76caKPI\u3001\u9867\u5ba2\u306e\u53ce\u76ca\u6027KPI\u306b\u7d50\u3073\u3064\u3051\u308b\u6708\u6b21\u30ec\u30d3\u30e5\u30fc\u3092\u5b9f\u65bd\u3057\u3001\u6e2c\u5b9a\u304c\u6d3b\u52d5\u3060\u3051\u3067\u306a\u304f\u53ce\u76ca\u3092\u63a8\u9032\u3059\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/customer-metrics-kpi-a-clear-framework-4-essential-kpis-the-10-5-3-rule-5-ps-4-cs-and-examples-for-cx-retention-nps\/\" data-essbisPostTitle=\"Customer Metrics KPI: A Clear Framework \u2014 4 Essential KPIs, the 10\u20115\u20113 Rule, 5 P&#8217;s, 4 C&#8217;s and Examples for CX, Retention &#038; NPS\" data-essbisHoverContainer=\"\"><p>Key Takeaways Focus on a balanced set of customer metrics kpi\u2014operational (first response time kpi, average handle time kpi, time to resolution kpi), experience (CSAT, CES kpi, NPS kpi) and strategic (customer lifetime value kpi, customer churn kpi). Use a customer metrics dashboard to combine real\u2011time customer metrics kpi, cohort analysis kpi and customer health score kpi so alerts drive action, not noise. Prioritize the 4 essential KPIs\u2014CSAT, NPS, churn rate and LTV\u2014to align short\u2011term service performance with long\u2011term retention and profitability. Apply the 10\u20115\u20113 rule as an SLA framework to standardize first response time kpi and time to resolution kpi across channels, then calibrate by cohort and customer lifetime [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":260535,"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-260536","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\/260536","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=260536"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/260536\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/260535"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=260536"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=260536"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=260536"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}