{"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":"%e5%ae%a2%e6%88%b6%e6%8c%87%e6%a8%99-kpi-%e6%b8%85%e6%99%b0%e6%a1%86%e6%9e%b6-4-%e5%80%8b%e5%9f%ba%e6%9c%ac-kpi-10-5-3-%e8%a6%8f%e5%89%87-5-%e5%80%8b-p-4-%e5%80%8b-c-%e4%bb%a5%e5%8f%8a%e5%ae%a2","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/zh_tw\/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":"\u5ba2\u6236\u6307\u6a19KPI\uff1a\u6e05\u6670\u7684\u6846\u67b6 \u2014 4\u500b\u57fa\u672cKPI\uff0c10-5-3\u6cd5\u5247\uff0c5\u500bP\uff0c4\u500bC\u53caCX\u3001\u7559\u5b58\u548cNPS\u7684\u7bc4\u4f8b"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/zh_tw\/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>\u95dc\u9375\u8981\u9ede<\/h2>\n<ul>\n<li>\u5c08\u6ce8\u65bc\u4e00\u7d44\u5e73\u8861\u7684\u5ba2\u6236\u6307\u6a19 KPI\u2014\u2014\u64cd\u4f5c\u6027\uff08\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u89e3\u6c7a\u6642\u9593 KPI\uff09\u3001\u9ad4\u9a57\uff08CSAT\u3001CES KPI\u3001NPS KPI\uff09\u548c\u6230\u7565\u6027\uff08\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI\u3001\u5ba2\u6236\u6d41\u5931\u7387 KPI\uff09\u3002.<\/li>\n<li>\u4f7f\u7528\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4f86\u7d50\u5408\u5be6\u6642\u5ba2\u6236\u6307\u6a19 KPI\u3001\u7fa4\u9ad4\u5206\u6790 KPI \u548c\u5ba2\u6236\u5065\u5eb7\u5206\u6578 KPI\uff0c\u4ee5\u4fbf\u8b66\u5831\u80fd\u9a45\u52d5\u884c\u52d5\uff0c\u800c\u4e0d\u662f\u566a\u97f3\u3002.<\/li>\n<li>\u512a\u5148\u8003\u616e\u56db\u500b\u57fa\u672c KPI\u2014\u2014CSAT\u3001NPS\u3001\u6d41\u5931\u7387\u548c LTV\u2014\u2014\u4ee5\u5c07\u77ed\u671f\u670d\u52d9\u7e3e\u6548\u8207\u9577\u671f\u4fdd\u7559\u548c\u76c8\u5229\u80fd\u529b\u5c0d\u9f4a\u3002.<\/li>\n<li>\u5c07 10-5-3 \u898f\u5247\u4f5c\u70ba SLA \u6846\u67b6\u61c9\u7528\uff0c\u4ee5\u6a19\u6e96\u5316\u5404\u6e20\u9053\u7684\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI \u548c\u89e3\u6c7a\u6642\u9593 KPI\uff0c\u7136\u5f8c\u6839\u64da\u7fa4\u9ad4\u548c\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u9032\u884c\u6821\u6e96\u3002.<\/li>\n<li>\u5c07 5 P\uff08\u7522\u54c1\u3001\u50f9\u683c\u3001\u5730\u9ede\u3001\u4eba\u54e1\u3001\u904e\u7a0b\uff09\u8f49\u5316\u70ba\u53ef\u8861\u91cf\u7684\u5ba2\u6236\u6210\u529f\u6307\u6a19 KPI\u2014\u2014\u5165\u8077\u6210\u529f\u7387 KPI\u3001\u555f\u52d5\u7387 KPI \u548c\u529f\u80fd\u63a1\u7528\u7387 KPI\u2014\u2014\u4ee5\u6e1b\u5c11\u6d41\u5931\u4e26\u589e\u52a0 ARPU KPI\u3002.<\/li>\n<li>\u4f7f\u7528 CES KPI \u548c VOC \u6307\u6a19 KPI\uff08\u8abf\u67e5\u56de\u61c9\u7387\u3001\u60c5\u611f\u3001\u5ba2\u6236\u6307\u6a19\u7684\u6587\u672c\u5206\u6790\uff09\u4f86\u8861\u91cf\u9ad4\u9a57\uff0c\u4ee5\u9810\u6e2c\u6d41\u5931\u4e26\u6539\u5584\u63a8\u5ee3\u8005\u6bd4\u4f8b KPI\u3002.<\/li>\n<li>\u8ffd\u8e2a\u5be6\u969b\u7e3e\u6548\u6307\u6a19\u2014\u2014\u89e3\u6c7a\u7387\u3001\u5de5\u55ae\u7a4d\u58d3 KPI\u3001\u652f\u6301\u5de5\u55ae\u91cf KPI \u548c\u81ea\u52a9\u670d\u52d9\u4f7f\u7528 KPI\u2014\u2014\u4ee5\u512a\u5316\u4eba\u54e1\u914d\u7f6e\u548c\u77e5\u8b58\u5eab\u7684\u6709\u6548\u6027 KPI\u3002.<\/li>\n<li>\u901a\u904e\u5c074 C\uff08\u6e05\u6670\u6027\u3001\u4e00\u81f4\u6027\u3001\u540c\u7406\u5fc3\u3001\u4fbf\u5229\u6027\uff09\u6620\u5c04\u5230\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19 KPI \u548c\u4fdd\u7559\u6307\u6a19\uff08\u6de8\u4fdd\u7559\u7387 KPI\u3001\u5ba2\u6236\u4fdd\u7559\u7387\u516c\u5f0f\uff09\u4f86\u5be6\u73fe\u5176\u904b\u4f5c\uff0c\u4ee5\u4fdd\u8b77\u55ae\u4f4d\u7d93\u6fdf\uff08LTV \/ CAC\uff09\u3002.<\/li>\n<\/ul>\n<\/div>\n<p>\u8861\u91cf\u6210\u529f\u59cb\u65bc\u6b63\u78ba\u7684\u5ba2\u6236\u6307\u6a19 KPI\uff1a\u4e00\u7d44\u7c21\u660e\u7684\u5ba2\u6236\u6307\u6a19\u548c KPI\uff0c\u5c07\u904b\u71df\u7e3e\u6548\u8207\u9577\u671f\u589e\u9577\u806f\u7e6b\u8d77\u4f86\u3002\u672c\u6587\u5217\u51fa\u4e86\u6e05\u6670\u7684\u5ba2\u6236\u6307\u6a19 KPI \u793a\u4f8b\u548c\u5be6\u7528\u7684\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u65b9\u6cd5\u2014\u2014\u6db5\u84cb\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI \u548c\u6de8\u63a8\u5ee3\u8005\u5f97\u5206 KPI\uff08NPS KPI\uff09\u3001\u5ba2\u6236\u4fdd\u7559\u6307\u6a19 KPI \u548c\u5ba2\u6236\u6d41\u5931\u6307\u6a19 KPI\uff0c\u4ee5\u53ca\u8ca1\u52d9\u4fe1\u865f\uff0c\u5982\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u548c\u5ba2\u6236\u7372\u53d6\u6210\u672c KPI\u3002\u60a8\u5c07\u4e86\u89e3\u54ea\u4e9b\u5ba2\u6236\u652f\u6301\u6307\u6a19 KPI \u5728\u65e5\u5e38\u904b\u71df\u4e2d\u91cd\u8981\uff08\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u89e3\u6c7a\u6642\u9593 KPI\u3001\u5ba2\u6236\u52aa\u529b\u5f97\u5206 KPI\uff09\u3001\u5982\u4f55\u8ddf\u8e2a\u5ba2\u6236\u53c3\u8207\u6307\u6a19 KPI \u548c\u5ba2\u6236\u5065\u5eb7\u5f97\u5206 KPI\uff0c\u4ee5\u53ca\u5982\u4f55\u5c07\u7fa4\u9ad4\u5206\u6790 KPI\u3001\u5ba2\u6236\u65c5\u7a0b\u6307\u6a19 KPI \u548c\u5ba2\u6236\u6307\u6a19\u793a\u4f8b\u8f49\u5316\u70ba\u884c\u52d5\u3002\u8acb\u7e7c\u7e8c\u95b1\u8b80\uff0c\u4e86\u89e3\u4e00\u500b\u7c21\u660e\u7684\u6846\u67b6\uff0c\u5c07\u6e2c\u91cf\uff08CX \u6307\u6a19 KPI\u3001\u5ba2\u6236\u5fe0\u8aa0\u5ea6 KPI\u3001\u63a8\u5ee3\u8005\u6bd4\u4f8b KPI\uff09\u8207\u512a\u5148\u4e8b\u9805\u2014\u2014\u5165\u8077\u3001\u4fdd\u7559\u548c\u53ef\u9810\u6e2c\u589e\u9577\u2014\u2014\u806f\u7e6b\u8d77\u4f86\u3002. <\/p>\n<h2>\u5ba2\u6236\u670d\u52d9 KPI \u548c\u57fa\u790e<\/h2>\n<h3>\u5ba2\u6236\u670d\u52d9\u7684 KPI \u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<p>\u6211\u4f7f\u7528\u4e00\u7d44\u5e73\u8861\u7684\u5ba2\u6236\u6307\u6a19 KPI \u4f86\u8861\u91cf\u5ba2\u6236\u670d\u52d9\uff0c\u9019\u4e9b\u6307\u6a19\u6db5\u84cb\u4e86\u904b\u71df\u6548\u7387\u3001\u9ad4\u9a57\u3001\u7559\u5b58\u548c\u6230\u7565\u50f9\u503c\u3002\u81f3\u5c11\u6211\u6703\u8ffd\u8e64\u904b\u71df\u5ba2\u6236\u652f\u6301\u6307\u6a19 KPI\uff08\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u89e3\u6c7a\u6642\u9593 KPI\uff09\u3001\u9ad4\u9a57\u6307\u6a19\uff08\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI\u3001\u6de8\u63a8\u5ee3\u8005\u5206\u6578 KPI \/ NPS KPI\u3001\u5ba2\u6236\u52aa\u529b\u5206\u6578 KPI \/ CES KPI\uff09\u4ee5\u53ca\u5546\u696d\u5f71\u97ff\u6307\u6a19\uff08\u5ba2\u6236\u7559\u5b58\u6307\u6a19 KPI\u3001\u5ba2\u6236\u6d41\u5931 KPI\u3001\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI\uff09\u3002\u9019\u4e9b\u5ba2\u6236\u6307\u6a19\u548c KPI \u4f7f\u6211\u80fd\u5920\u512a\u5316\u901f\u5ea6\u3001\u89e3\u6c7a\u8cea\u91cf\u3001\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u9577\u671f\u76c8\u5229\u80fd\u529b\uff0c\u540c\u6642\u907f\u514d\u4ee5\u6539\u5584\u4e00\u500b\u6307\u6a19\u70ba\u4ee3\u50f9\u800c\u5f71\u97ff\u53e6\u4e00\u500b\u6307\u6a19\u7684\u9677\u9631\u3002.<\/p>\n<h4>\u5ba2\u6236\u6307\u6a19 KPI \u6982\u89bd \u2014 \u5ba2\u6236\u652f\u6301\u6307\u6a19 KPI\u3001\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI<\/h4>\n<p>\u904b\u71df KPI \u662f\u4efb\u4f55\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u7684\u57fa\u790e\u3002\u6211\u512a\u5148\u8003\u616e\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI (FRT)\uff0c\u56e0\u70ba\u5feb\u901f\u78ba\u8a8d\u53ef\u4ee5\u6e1b\u5c11\u5347\u7d1a\u4e26\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6211\u5c07 FRT \u8207\u5e73\u5747\u8655\u7406\u6642\u9593 KPI (AHT) \u548c\u89e3\u6c7a\u6642\u9593 KPI \u914d\u5c0d\uff0c\u4ee5\u5e73\u8861\u901f\u5ea6\u8207\u5fb9\u5e95\u6027\uff1aAHT \u6e2c\u91cf\u901a\u8a71 + \u7b49\u5f85 + \u5b8c\u6210\u6642\u9593\uff0c\u800c\u89e3\u6c7a\u6642\u9593\u5247\u8ddf\u8e2a\u5230\u95dc\u9589\u7684\u5b8c\u6574\u751f\u547d\u5468\u671f\u3002\u6211\u9084\u76e3\u63a7\u652f\u6301\u7968\u64da\u91cf\u3001\u7968\u64da\u7a4d\u58d3\u548c\u806f\u7e6b\u7387 KPI\uff0c\u4ee5\u78ba\u5b9a\u5718\u968a\u898f\u6a21\u4e26\u8b58\u5225\u77e5\u8b58\u5eab\u7684\u5dee\u8ddd\u3002\u70ba\u4e86\u5be6\u73fe\u5be6\u6642\u53ef\u898b\u6027\uff0c\u6211\u5c07\u9019\u4e9b\u6578\u64da\u986f\u793a\u5728\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\uff0c\u4e26\u6309\u6e20\u9053\uff08\u804a\u5929\u3001\u96fb\u5b50\u90f5\u4ef6\u3001\u96fb\u8a71\u3001\u793e\u4ea4\uff09\u548c\u7fa4\u9ad4\uff08\u65b0\u7528\u6236\u8207\u9ad8\u50f9\u503c\u5ba2\u6236\uff09\u9032\u884c\u7d30\u5206\u3002\u7576\u91cf\u6fc0\u589e\u6642\uff0c\u6211\u6703\u81ea\u52d5\u5316\u8def\u7531\u548c\u5de5\u4f5c\u6d41\u7a0b\uff0c\u4ee5\u4fbf\u4ee3\u7406\u5c08\u6ce8\u65bc\u8907\u96dc\u6848\u4f8b\uff0c\u81ea\u52a9\u670d\u52d9\u8655\u7406\u91cd\u8907\u554f\u984c.<\/p>\n<h4>\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI \u548c\u6de8\u63a8\u85a6\u503c\u6307\u6578 KPI (NPS KPI) \u2014 \u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578 CSS KPI\uff0c\u5ba2\u6236\u9ad4\u9a57\u5206\u6578 KPI<\/h4>\n<p>\u9ad4\u9a57\u6307\u6a19\u8861\u91cf\u5ba2\u6236\u7684\u611f\u53d7\u4ee5\u53ca\u4ed6\u5011\u662f\u5426\u6703\u7559\u4e0b\u4f86\u6216\u63a8\u85a6\u3002\u6211\u9032\u884c\u5f8c\u4e92\u52d5\u7684\u9867\u5ba2\u6eff\u610f\u5ea6 (CSAT) \u8a55\u5206\uff08\u9867\u5ba2\u6eff\u610f\u5ea6\u5206\u6578 CSS KPI\uff09\u4ee5\u7372\u53d6\u4ea4\u6613\u53cd\u994b\uff0c\u4e26\u4f7f\u7528 NPS KPI \u4f86\u5206\u6790\u5fe0\u8aa0\u5ea6\u548c\u63a8\u85a6\u8da8\u52e2\u3002\u6211\u9084\u4f7f\u7528\u9867\u5ba2\u52aa\u529b\u5206\u6578 KPI (CES KPI)\uff0c\u56e0\u70ba\u89e3\u6c7a\u7684\u5bb9\u6613\u6027\u5f80\u5f80\u6bd4\u55ae\u7d14\u7684\u6eff\u610f\u5ea6\u66f4\u80fd\u9810\u6e2c\u6d41\u5931\u3002\u7d9c\u5408 CX \u6307\u6a19 KPI \u548c\u9867\u5ba2\u9ad4\u9a57\u5206\u6578 KPI \u5c07 VOC \u6307\u6a19 KPI\uff08\u8abf\u67e5\u56de\u61c9\u7387\u3001\u9867\u5ba2\u6307\u6a19\u7684\u6587\u672c\u5206\u6790\u3001\u60c5\u611f\u5206\u6790\uff09\u8207\u884c\u70ba\u4fe1\u865f\uff08\u91cd\u8907\u8cfc\u8cb7\u7387 KPI\u3001\u4f7f\u7528\u983b\u7387 KPI\u3001\u555f\u7528\u7387 KPI\uff09\u7d50\u5408\u5728\u4e00\u8d77\u3002\u70ba\u4e86\u53ef\u884c\u6027\uff0c\u6211\u5c07\u4f4e CSAT \u6216 CES \u56de\u61c9\u8207\u652f\u6301\u8a18\u9304\u548c\u77e5\u8b58\u5eab\u6587\u7ae0\u806f\u7e6b\u8d77\u4f86\uff0c\u5c07\u6a21\u5f0f\u8f38\u5165\u5230\u7fa4\u9ad4\u5206\u6790 KPI \u4e2d\uff0c\u4e26\u89f8\u767c\u8207\u5165\u8077\u6210\u529f\u7387 KPI \u548c\u9867\u5ba2\u5065\u5eb7\u5206\u6578 KPI \u76f8\u95dc\u7684\u88dc\u6551\u5de5\u4f5c\u6d41\u7a0b\u3002\u95dc\u65bc\u8a2d\u8a08\u670d\u52d9 KPI \u7684\u66f4\u6df1\u5165\u6307\u5c0e\uff0c\u6211\u4f7f\u7528\u6211\u5011\u5167\u90e8\u624b\u518a\u4e2d\u7684\u6700\u4f73\u5be6\u8e10\uff0c\u4e26\u5efa\u8b70\u67e5\u770b\u6211\u5011\u9867\u5ba2\u670d\u52d9 KPI \u8cc7\u6e90\u4e2d\u7684\u5be6\u7528 KPI \u6e05\u55ae.<\/p>\n<p>\u5167\u90e8\u8cc7\u6e90\uff1a <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99%e5%9c%98%e9%9a%8a%e7%9a%84%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99-5-%e5%80%8b%e5%9f%ba%e6%9c%ac%e6%8c%87%e6%a8%99-10-%e5%88%b0-10-%e8%a6%8f%e5%89%87\/\">\u5ba2\u6236\u670d\u52d9\u5718\u968a\u7684 KPI<\/a>, <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%95%99%e5%ad%98\/\">\u9867\u5ba2\u7559\u5b58\u6307\u5357<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-443208.jpg\" alt=\"\u5ba2\u6236\u6307\u6a19 KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u6838\u5fc3\u5b9a\u91cf KPI<\/h2>\n<h3>\u56db\u500b KPI \u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<ul>\n<li>\n    <strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u4e00\u9805\u77ed\u671f\u4ea4\u6613\u8abf\u67e5\uff0c\u8861\u91cf\u652f\u6301\u4e92\u52d5\u6216\u8cfc\u8cb7\u5f8c\u7684\u5373\u6642\u6eff\u610f\u5ea6\uff08\u4f8b\u5982\uff0c1-5 \u6216 1-10\uff09\u3002.<br \/>\n    \u8a08\u7b97\uff1a (\u6b63\u9762\u56de\u61c9\u6578 \/ \u7e3d\u56de\u61c9\u6578) \u00d7 100.<br \/>\n    \u70ba\u4ec0\u9ebc\u9019\u5f88\u91cd\u8981\uff1aCSAT \u6355\u6349\u670d\u52d9\u8cea\u91cf\uff0c\u4e26\u4e14\u5728\u4ee3\u7406\u3001\u6e20\u9053\u6216\u7522\u54c1\u5c64\u9762\u4e0a\u53ef\u64cd\u4f5c\u2014\u2014\u6211\u7528\u5b83\u4f86\u8b58\u5225\u5931\u6557\u7684\u63a5\u89f8\u9ede\u4e26\u512a\u5148\u66f4\u65b0\u77e5\u8b58\u5eab\u3002\u8abf\u67e5\u6642\u6a5f\uff08\u89e3\u6c7a\u5f8c\uff09\u548c\u6a23\u672c\u5927\u5c0f\u81f3\u95dc\u91cd\u8981\uff1b\u8a31\u591a SaaS \u548c\u96f6\u552e\u5718\u968a\u7684\u76ee\u6a19\u662f CSAT \u2265 80\uff0c\u4f46\u57fa\u6e96\u56e0\u884c\u696d\u800c\u7570\u2014\u2014\u901a\u904e\u7fa4\u9ad4\u5206\u6790\u9032\u884c\u8abf\u6574\u3002.\n  <\/li>\n<li>\n    <strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u4e00\u500b\u8861\u91cf\u63a8\u85a6\u53ef\u80fd\u6027\u7684\u5fe0\u8aa0\u5ea6\u6307\u6a19\uff08\u63a8\u5ee3\u8005 - \u8cb6\u4f4e\u8005\uff09\uff0c\u7bc4\u570d\u70ba -100 \u5230 +100\u3002.<br \/>\n    Calculation: %Promoters (9\u201310) \u2212 %Detractors (0\u20136).<br \/>\n    \u70ba\u4ec0\u9ebc\u9019\u5f88\u91cd\u8981\uff1aNPS \u8207\u9577\u671f\u589e\u9577\u548c\u5021\u5c0e\u76f8\u95dc\uff1b\u6211\u5c07\u6de8\u63a8\u5ee3\u8005\u5206\u6578 KPI \u8207 CSAT \u914d\u5c0d\uff0c\u4ee5\u5340\u5206\u4ea4\u6613\u6027\u4fee\u5fa9\u8207\u6230\u7565\u7522\u54c1\u6216\u670d\u52d9\u6295\u8cc7\u3002\u59cb\u7d42\u6355\u6349\u9010\u5b57\u7684 VOC \u53cd\u994b\uff0c\u4e26\u6309\u7fa4\u9ad4\u6216\u6536\u5165\u5e36\u5283\u5206 NPS\uff0c\u4ee5\u7372\u5f97\u53ef\u64cd\u4f5c\u7684\u898b\u89e3\u3002.\n  <\/li>\n<li>\n    <strong>\u5ba2\u6236\u6d41\u5931\u7387<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u5728\u4e00\u6bb5\u6642\u9593\u5167\u6d41\u5931\u7684\u5ba2\u6236\u767e\u5206\u6bd4\u2014\u2014\u76f4\u63a5\u6307\u6a19\u986f\u793a\u7559\u5b58\u5065\u5eb7\u72c0\u6cc1\u3002.<br \/>\n    \u8a08\u7b97\uff08\u7c21\u55ae\uff09\uff1a\uff08\u958b\u59cb\u6642\u7684\u5ba2\u6236\u6578 - \u7d50\u675f\u6642\u7684\u5ba2\u6236\u6578\uff09\/ \u958b\u59cb\u6642\u7684\u5ba2\u6236\u6578 \u00d7 100\uff08\u6216\u4f7f\u7528\u6536\u5165\u6d41\u5931\u4f86\u8861\u91cf MRR \u5f71\u97ff\uff09\u3002.<br \/>\n    \u70ba\u4ec0\u9ebc\u9019\u5f88\u91cd\u8981\uff1a\u6d41\u5931\u76f4\u63a5\u6e1b\u5c11\u589e\u9577\u4e26\u63d0\u9ad8\u66ff\u63db\u5ba2\u6236\u6240\u9700\u7684\u5ba2\u6236\u7372\u53d6\u6210\u672c KPI\uff1b\u6211\u8ddf\u8e2a\u7e3d\u6d41\u5931\u8207\u6de8\u6d41\u5931\uff0c\u4e26\u9032\u884c\u7fa4\u9ad4\u6d41\u5931\u5206\u6790\uff0c\u4ee5\u63ed\u793a\u5165\u8077\u3001\u4f7f\u7528\u6216\u652f\u6301\u9a45\u52d5\u7684\u5931\u6557\u3002\u4f7f\u7528\u6d41\u5931\u9810\u6e2c KPI \u548c\u5ba2\u6236\u5065\u5eb7\u5206\u6578 KPI \u4f86\u89f8\u767c\u4e3b\u52d5\u7684\u7559\u5b58\u884c\u52d5\u65b9\u6848\u3002.\n  <\/li>\n<li>\n    <strong>\u5ba2\u6236\u7d42\u8eab\u50f9\u503c (CLV \/ LTV)<\/strong><br \/>\n    \u5b9a\u7fa9\uff1a\u5ba2\u6236\u5728\u5176\u4e00\u751f\u4e2d\u5c07\u7522\u751f\u7684\u9810\u671f\u6536\u5165\uff1b\u4e00\u500b\u7528\u65bc\u512a\u5148\u6392\u5e8f\u548c\u55ae\u4f4d\u7d93\u6fdf\u5b78\u7684\u6230\u7565\u50f9\u503c\u6307\u6a19\u3002.<br \/>\n    \u8a08\u7b97\uff08\u57fa\u672c\uff09\uff1aARPU \u00d7 \u5e73\u5747\u5ba2\u6236\u58fd\u547d\uff08\u6216\u4f7f\u7528\u7fa4\u9ad4\u5c64\u7d1a\u7684\u6298\u73fe\u73fe\u91d1\u6d41\u6a21\u578b\uff09\u3002.<br \/>\n    \u70ba\u4ec0\u9ebc\u9019\u5f88\u91cd\u8981\uff1aLTV \u6709\u52a9\u65bc\u8a2d\u5b9a\u53ef\u63a5\u53d7\u7684 CAC\uff0c\u4e26\u6307\u5c0e\u5c0d\u5ba2\u6236\u6210\u529f\u6307\u6a19 KPI \u7684\u6295\u8cc7\uff0c\u4f8b\u5982\u5165\u9580\u6210\u529f\u7387 KPI \u548c\u529f\u80fd\u63a1\u7528\u7387 KPI\u3002\u6211\u76e3\u63a7\u7fa4\u9ad4 LTV\uff0c\u4e26\u5c07\u5176\u8207\u652f\u6301\u6307\u6a19\uff08FCR\u3001CSAT\uff09\u806f\u7e6b\u8d77\u4f86\uff0c\u4ee5\u91cf\u5316\u670d\u52d9\u6539\u9032\u7684 ROI\u3002.\n  <\/li>\n<\/ul>\n<h4>\u5ba2\u6236\u670d\u52d9\u547c\u53eb\u4e2d\u5fc3\u548c\u652f\u6301\u7684 KPI \u2014 \u89e3\u6c7a\u6642\u9593 KPI\u3001\u652f\u6301\u7968\u91cf KPI\u3001\u5df2\u89e3\u6c7a\u7968\u64da KPI<\/h4>\n<p>\u6211\u8ddf\u8e2a\u904b\u71df\u5ba2\u6236\u652f\u6301\u6307\u6a19 KPI\uff0c\u4ee5\u4fc3\u9032\u9ad8\u6548\u7684\u547c\u53eb\u4e2d\u5fc3\u548c\u652f\u6301\u904b\u71df\uff1a\u89e3\u6c7a\u6642\u9593 KPI \u8861\u91cf\u95dc\u9589\u554f\u984c\u7684\u5b8c\u6574\u751f\u547d\u5468\u671f\uff0c\u652f\u6301\u7968\u91cf\u986f\u793a\u5bb9\u91cf\u548c\u5b63\u7bc0\u6027\u8da8\u52e2\uff0c\u800c\u5df2\u89e3\u6c7a\u7968\u64da KPI\uff08\u6216\u89e3\u6c7a\u7387\uff09\u986f\u793a\u6bcf\u4f4d\u4ee3\u7406\u6216\u6e20\u9053\u7684\u6709\u6548\u6027\u3002\u70ba\u4e86\u5e73\u8861\u901f\u5ea6\u548c\u8cea\u91cf\uff0c\u6211\u7d50\u5408\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI \u548c\u5e73\u5747\u8655\u7406\u6642\u9593 KPI \u8207 FCR \u548c\u89e3\u6c7a\u6642\u9593\uff0c\u4ee5\u514d\u4ee5\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19 KPI \u70ba\u4ee3\u50f9\u4f86\u512a\u5316\u67d0\u4e00\u6307\u6a19\u3002.<\/p>\n<p>\u5c0d\u65bc\u6230\u7565\u6c7a\u7b56\uff0c\u6211\u5c07\u9019\u4e9b\u64cd\u4f5c\u6027 KPI \u8207\u5ba2\u6236\u7559\u5b58\u6307\u6a19 KPI \u548c\u5ba2\u6236\u6d41\u5931 KPI \u76f8\u95dc\u806f\u2014\u2014\u6839\u64da\u5165\u8077\u7fa4\u9ad4\u548c\u9ad8\u50f9\u503c\u5ba2\u6236\u9032\u884c\u7d30\u5206\uff0c\u4ee5\u767c\u73fe\u65e9\u671f\u8b66\u544a\u4fe1\u865f\u3002\u5be6\u969b\u5be6\u65bd\u5305\u62ec\u512a\u5148\u8003\u616e\u9ad8\u50f9\u503c\u5e33\u6236\u7684\u8def\u7531\u898f\u5247\u3001\u81ea\u52d5\u5316\u91cd\u8907\u554f\u984c\u7684\u5de5\u4f5c\u6d41\u7a0b\uff0c\u4ee5\u53ca\u5be6\u6642\u986f\u793a\u652f\u6301\u7968\u52d9\u7a4d\u58d3\u548c\u81ea\u52a9\u670d\u52d9\u4f7f\u7528 KPI \u7684\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u3002\u8981\u6df1\u5165\u4e86\u89e3\u7559\u5b58\u548c CAC \u6a5f\u5236\uff0c\u8acb\u53c3\u898b\u6211\u5011\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%95%99%e5%ad%98\/\">\u9867\u5ba2\u7559\u5b58\u6307\u5357<\/a> \u4ee5\u53ca\u8a73\u7d30\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%8d%b2%e5%8f%96%e6%88%90%e6%9c%ac%e7%9a%84%e5%ae%9a%e7%be%a9-%e5%ae%a2%e6%88%b6%e7%8d%b2%e5%8f%96%e6%88%90%e6%9c%ac%e7%9a%84%e5%90%ab%e7%be%a9-%e5%a6%82%e4%bd%95%e5%ae%9a%e7%be%a9\/\">\u5ba2\u6236\u7372\u53d6\u6210\u672c\u89e3\u91cb<\/a>, \u4e26\u4f7f\u7528\u4f86\u81ea <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%ef%bc%9a%e5%af%a6%e7%94%a8%e6%8c%87%e5%8d%97%ef%bc%8c%e5%8c%85%e5%90%ab%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%e7%af%84%e6%9c%ac\/\">\u7fa4\u7d44\u7559\u5b58\u5206\u6790<\/a> \u7684\u7fa4\u9ad4\u5206\u6790\u6a21\u677f\u4f86\u9a57\u8b49\u76ee\u6a19\u3002.<\/p>\n<h2>\u898f\u5247\u3001\u97ff\u61c9\u548c\u512a\u5148\u7d1a<\/h2>\n<h3>\u5ba2\u6236\u670d\u52d9\u4e2d\u7684 10 5 3 \u898f\u5247\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<p>\u5ba2\u6236\u670d\u52d9\u4e2d\u7684 10 5 3 \u898f\u5247\u662f\u4e00\u500b\u5be6\u7528\u7684\u670d\u52d9\u6c34\u5e73\u5354\u8b70 (SLA) \u6307\u5c0e\u65b9\u91dd\uff0c\u6211\u7528\u5b83\u4f86\u6a19\u6e96\u5316\u5404\u6e20\u9053\u7684\u56de\u61c9\u548c\u8ddf\u9032\u6642\u9593\u3002\u5728\u5be6\u8e10\u4e2d\uff0c\u6211\u5c07\u5176\u61c9\u7528\u70ba\uff1a\u5728 10 \u5206\u9418\u5167\u56de\u61c9\u7dca\u6025\/\u9ad8\u512a\u5148\u7d1a\u7684\u806f\u7e6b\uff0c\u5728 5 \u5c0f\u6642\u5167\u78ba\u8a8d\u4e26\u958b\u59cb\u8655\u7406\u9ad8\/\u4e2d\u7b49\u554f\u984c\uff0c\u4e26\u5728 3 \u500b\u5de5\u4f5c\u65e5\u5167\u5b8c\u6210\u4f4e\u512a\u5148\u7d1a\u9805\u76ee\u7684\u8ddf\u9032\u6216\u89e3\u6c7a\u3002\u5176\u76ee\u7684\u662f\u6e1b\u5c11\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\uff0c\u63a7\u5236\u5ba2\u6236\u52aa\u529b\u5f97\u5206 KPI (CES KPI)\uff0c\u4e26\u9632\u6b62\u5c0f\u554f\u984c\u8b8a\u6210\u6d41\u5931\u9a45\u52d5\u56e0\u7d20\uff0c\u540c\u6642\u5e73\u8861\u5e73\u5747\u8655\u7406\u6642\u9593 KPI \u548c\u4ee3\u7406\u5de5\u4f5c\u91cf\u3002\u6211\u5c07 10\/5\/3 \u7684\u7bc0\u594f\u8207\u53ef\u8861\u91cf\u7684\u7d50\u679c\uff08\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI\u3001\u6de8\u63a8\u5ee3\u8005\u5f97\u5206 KPI \/ NPS KPI \u548c\u5ba2\u6236\u4fdd\u7559\u6307\u6a19 KPI\uff09\u806f\u7e6b\u8d77\u4f86\uff0c\u4e26\u5c07\u5176\u7528\u4f5c\u64cd\u4f5c\u6027\u7d93\u9a57\u6cd5\u5247\uff0c\u800c\u4e0d\u662f\u4e00\u5200\u5207\u7684\u547d\u4ee4\uff0c\u6839\u64da\u6e20\u9053\uff08\u804a\u5929\u8207\u96fb\u5b50\u90f5\u4ef6\uff09\u3001\u7fa4\u9ad4\u548c\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u8abf\u6574\u6642\u9593\u7a97\u53e3.<\/p>\n<h4>\u670d\u52d9\u6c34\u5e73\u898f\u5247\u548c\u56de\u61c9\u898f\u5283 \u2014 \u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u89e3\u6c7a\u6642\u9593 KPI<\/h4>\n<p>\u6211\u5b9a\u7fa9\u512a\u5148\u7d1a\u6620\u5c04\u548c\u670d\u52d9\u6c34\u5e73\u5354\u8b70\uff08SLA\uff09\uff0c\u9019\u4e9b\u6620\u5c04\u76f4\u63a5\u5c0d\u61c9\u65bc\u9996\u6b21\u56de\u61c9\u6642\u9593KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593KPI\uff08AHT\uff09\u548c\u89e3\u6c7a\u6642\u9593KPI\u3002\u4f8b\u5982\uff1a\u7dca\u6025\u4e8b\u4ef6\u89f8\u767c10\u5206\u9418\u7684\u804a\u5929\u6216DM\u5206\u6d41\u548c\u5347\u7d1a\u898f\u5247\uff1b\u9ad8\/\u4e2d\u512a\u5148\u7d1a\u7684\u96fb\u5b50\u90f5\u4ef6\u6848\u4f8b\u9700\u89815\u5c0f\u6642\u7684\u78ba\u8a8d\u548c\u512a\u5148\u8655\u7406\u5de5\u4f5c\u6d41\u7a0b\uff1b\u4f4e\u512a\u5148\u7d1a\u7684\u5de5\u55ae\u57283\u500b\u5de5\u4f5c\u65e5\u5167\u6392\u968a\u89e3\u6c7a\uff0c\u4e26\u81ea\u52d5\u66f4\u65b0\u72c0\u614b\u4ee5\u6e1b\u5c11\u611f\u77e5\u7684\u56de\u61c9\u6642\u9593\u3002\u6211\u540c\u6642\u76e3\u63a7\u9996\u6b21\u56de\u61c9\u6642\u9593\uff08FRT\uff09\u548c\u5e73\u5747\u8655\u7406\u6642\u9593\uff08AHT\uff09\uff0c\u4ee5\u907f\u514d\u4ee5\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\uff08FCR\uff09\u70ba\u4ee3\u50f9\u964d\u4f4eFRT\u3002\u6211\u9084\u6e2c\u91cf\u5df2\u89e3\u6c7a\u5de5\u55aeKPI\u3001\u5de5\u55ae\u7a4d\u58d3KPI\u548c\u5de5\u55ae\u91cd\u65b0\u958b\u555f\u7387\uff0c\u4ee5\u78ba\u4fddSLA\u5408\u898f\u6027\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19KPI\uff0c\u4e26\u964d\u4f4e\u5ba2\u6236\u6d41\u5931KPI\uff0c\u800c\u4e0d\u50c5\u50c5\u662f\u5c07\u5de5\u4f5c\u5411\u4e0b\u79fb\u52d5.<\/p>\n<h4>\u904b\u71df\u5ba2\u6236\u6307\u6a19KPI\u5100\u8868\u677f \u2014 \u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u3001\u5be6\u6642\u5ba2\u6236\u6307\u6a19KPI\u3001\u806f\u7e6b\u7387KPI<\/h4>\n<p>\u70ba\u4e86\u5c0710\/5\/3\u843d\u5be6\u5230\u904b\u71df\u4e2d\uff0c\u6211\u5728\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\u986f\u793aSLA\u5408\u898f\u6027\uff0c\u4e26\u63d0\u4f9b\u5be6\u6642\u5ba2\u6236\u6307\u6a19KPI\uff1a\u9996\u6b21\u56de\u61c9\u6642\u9593KPI\u3001\u89e3\u6c7a\u6642\u9593KPI\u3001\u652f\u6301\u7968\u91cfKPI\u3001\u806f\u7d61\u7387KPI\u548c\u81ea\u52a9\u670d\u52d9\u4f7f\u7528KPI\u3002\u6211\u6839\u64da\u6e20\u9053\u3001\u7522\u54c1\u548c\u7fa4\u9ad4\uff08\u65b0\u7528\u6236\u5165\u9580\u8207\u9ad8\u50f9\u503c\u5ba2\u6236\uff09\u5c0d\u5100\u8868\u677f\u9032\u884c\u7d30\u5206\uff0c\u4ee5\u4fbf\u80fd\u5920\u767c\u73fe\u806f\u7d61\u7387\u6216\u6d41\u5931\u9810\u6e2cKPI\u7684\u5cf0\u503c\uff0c\u4e26\u76f8\u61c9\u5730\u5206\u914d\u8cc7\u6e90\u3002\u6211\u81ea\u52d5\u5316\u8def\u7531\u898f\u5247\u548c\u78ba\u8a8d\uff0c\u4ee5\u6539\u5584\u611f\u77e5\u7684FRT\u4e26\u63d0\u9ad8\u77e5\u8b58\u5eab\u7684\u6709\u6548\u6027KPI\uff1b\u6211\u9084\u5c07VOC\u6307\u6a19KPI\uff08\u8abf\u67e5\u56de\u61c9\u7387\u3001CSAT\u548cCES\uff09\u8207SLA\u9055\u898f\u806f\u7e6b\u8d77\u4f86\uff0c\u4ee5\u91cf\u5316\u696d\u52d9\u5f71\u97ff\u3002\u95dc\u65bc\u64cd\u4f5c\u624b\u518a\u548c\u793a\u4f8bKPI\u6846\u67b6\uff0c\u6211\u53c3\u8003\u6211\u5011\u7684\u5167\u90e8\u8cc7\u6e90\uff0c\u4f8b\u5982 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99%e5%9c%98%e9%9a%8a%e7%9a%84%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99-5-%e5%80%8b%e5%9f%ba%e6%9c%ac%e6%8c%87%e6%a8%99-10-%e5%88%b0-10-%e8%a6%8f%e5%89%87\/\">\u5ba2\u6236\u670d\u52d9\u5718\u968a\u7684 KPI<\/a> \u548c <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%95%99%e5%ad%98\/\">\u9867\u5ba2\u7559\u5b58\u6307\u5357<\/a> \u4ee5\u5c07SLA\u76ee\u6a19\u8207\u7559\u5b58\u548c\u7d42\u8eab\u50f9\u503c\u76ee\u6a19\u5c0d\u9f4a\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-331364.jpg\" alt=\"\u5ba2\u6236\u6307\u6a19 KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u61c9\u7528\u65bcCX\u7b56\u7565\u76845 P\u2019s<\/h2>\n<h3>\u5ba2\u6236\u670d\u52d9\u7684 5 P \u662f\u4ec0\u9ebc\uff1f<\/h3>\n<h4>\u7522\u54c1\u3001\u50f9\u683c\u3001\u5730\u9ede\u3001\u4eba\u54e1\u3001\u6d41\u7a0b\u2014\u2014\u5ba2\u6236\u65c5\u7a0b\u6307\u6a19KPI\u3001\u5ba2\u6236\u63a5\u89f8\u9ede\u6307\u6a19KPI\u3001\u77e5\u8b58\u5eab\u6709\u6548\u6027KPI<\/h4>\n<p>\u6211\u5c075 P\u2019s\u8996\u70ba\u53ef\u8861\u91cf\u7684\u6760\u6746\uff0c\u9019\u4e9b\u6760\u6746\u76f4\u63a5\u6620\u5c04\u5230\u5ba2\u6236\u6307\u6a19KPI\u3002\u7522\u54c1\u610f\u5473\u8457\u78ba\u4fdd\u7522\u54c1\u6216\u670d\u52d9\u89e3\u6c7a\u660e\u78ba\u7684\u5ba2\u6236\u554f\u984c\u4e26\u6839\u64da\u53cd\u994b\u9032\u884c\u8fed\u4ee3\u2014\u2014\u7528\u529f\u80fd\u63a1\u7528\u7387KPI\u3001\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19KPI\u3001\u7522\u54c1\u9000\u8ca8\u7387KPI\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19KPI\uff08\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206CSS KPI\uff09\u4f86\u8861\u91cf\u3002\u4f7f\u7528\u5ba2\u6236\u65c5\u7a0b\u6307\u6a19KPI\u548c\u5ba2\u6236\u63a5\u89f8\u9ede\u6307\u6a19KPI\u4f86\u767c\u73fe\u7522\u54c1\u5dee\u8ddd\u4e26\u512a\u5148\u8003\u616e\u8def\u7dda\u5716\u5de5\u4f5c\u3002.<\/p>\n<p>\u50f9\u683c\u5fc5\u9808\u53cd\u6620\u611f\u77e5\u50f9\u503c\u4e26\u4fdd\u6301\u900f\u660e\uff1b\u8ffd\u8e2a\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI\u3001\u6bcf\u4f4d\u7528\u6236\u5e73\u5747\u6536\u5165 KPI (ARPU KPI)\u3001\u5ba2\u6236\u76c8\u5229\u80fd\u529b KPI \u548c\u6309\u50f9\u683c\u5c64\u7d1a\u7684\u6d41\u5931\u654f\u611f\u5ea6\uff08\u5ba2\u6236\u6d41\u5931 KPI\u3001\u6bdb\u6d41\u5931\u8207\u6de8\u6d41\u5931 KPI\uff09\u3002\u63a5\u89f8\u9ede\uff08\u8a2a\u554f\u548c\u6e20\u9053\uff09\u610f\u5473\u8457\u5728\u5ba2\u6236\u6240\u5728\u7684\u5730\u65b9\u2014\u2014\u7db2\u9801\u3001\u79fb\u52d5\u3001\u804a\u5929\u3001\u793e\u4ea4\u3001\u96fb\u8a71\u2014\u2014\u4e26\u76e3\u63a7\u806f\u7d61\u7387 KPI\u3001\u6e20\u9053\u7d44\u5408\u3001\u6bcf\u6708\u6d3b\u8e8d\u7528\u6236 KPI \u548c\u81ea\u52a9\u670d\u52d9\u4f7f\u7528 KPI\uff0c\u4ee5\u6e1b\u5c11\u652f\u6301\u5de5\u55ae\u91cf KPI \u548c\u89e3\u6c7a\u6642\u9593 KPI.<\/p>\n<p>\u4eba\u54e1\u662f\u524d\u7dda\uff1a\u8861\u91cf\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR) \u548c\u5ba2\u6236\u652f\u6301\u6eff\u610f\u5ea6 KPI\uff0c\u5c07\u6559\u7df4\u8207\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI \u548c\u6de8\u63a8\u5ee3\u8005\u5206\u6578 KPI (NPS KPI) \u7684\u6539\u5584\u806f\u7e6b\u8d77\u4f86\u3002\u6d41\u7a0b\u4f7f\u9ad4\u9a57\u53ef\u91cd\u8907\u2014\u2014\u5c07\u6d41\u7a0b KPI \u8207\u89e3\u6c7a\u6642\u9593 KPI\u3001\u5de5\u55ae\u7a4d\u58d3 KPI\u3001\u5ba2\u6236\u52aa\u529b\u5f97\u5206 KPI (CES KPI) \u548c\u5de5\u55ae\u91cd\u65b0\u958b\u555f\u7387\u5c0d\u61c9\uff0c\u7136\u5f8c\u901a\u904e\u6587\u672c\u5206\u6790\u95dc\u9589 VOC \u5faa\u74b0\uff0c\u4ee5\u7372\u5f97\u5ba2\u6236\u6307\u6a19\u548c\u5ba2\u6236\u60c5\u611f\u5206\u6790 KPI\uff0c\u63a8\u52d5\u6301\u7e8c\u6539\u9032.<\/p>\n<h4>\u5ba2\u6236\u6210\u529f\u6307\u6a19 KPI \u5c0d\u9f4a\u2014\u2014\u5165\u8077\u6210\u529f\u7387 KPI\u3001\u9996\u6b21\u50f9\u503c\u6642\u9593 KPI\u3001\u555f\u52d5\u7387 KPI<\/h4>\n<p>\u6211\u5c075\u500bP\u8207\u5ba2\u6236\u6210\u529f\u6307\u6a19KPI\u5c0d\u9f4a\uff0c\u4ee5\u4fbf\u6bcf\u500bP\u90fd\u652f\u6301\u7559\u5b58\u548c\u589e\u9577\u3002\u5c0d\u65bc\u5165\u9580\uff0c\u6211\u8ffd\u8e64\u5ba2\u6236\u5165\u9580\u6307\u6a19KPI\u548c\u5165\u9580\u6210\u529f\u7387KPI\uff0c\u4e26\u8861\u91cf\u9996\u6b21\u50f9\u503c\u7684\u6642\u9593KPI\u548c\u555f\u52d5\u7387KPI\uff0c\u4ee5\u6e1b\u5c11\u8a66\u7528\u6d41\u5931KPI\u4e26\u6539\u5584\u8a66\u7528\u8f49\u63db\u7387KPI\u3002\u6211\u901a\u904e\u4f7f\u7528\u968a\u5217\u5206\u6790KPI\u9032\u884c\u5206\u6bb5\uff0c\u4e26\u512a\u5148\u8003\u616e\u9ad8\u50f9\u503c\u5ba2\u6236\u6307\u6a19KPI\uff0c\u4ee5\u4fbf\u5728\u80fd\u5920\u6700\u5927\u5316\u5ba2\u6236\u7d42\u8eab\u50f9\u503cKPI\u7684\u5730\u65b9\u61c9\u7528SLA\u548c\u8cc7\u6e90.<\/p>\n<p>\u5728\u64cd\u4f5c\u4e0a\uff0c\u6211\u5728\u7d71\u4e00\u7684\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\u986f\u793a\u9019\u4e9b\u6307\u6a19\u2014\u2014\u7d50\u5408CX\u6307\u6a19KPI\u3001\u5ba2\u6236\u5065\u5eb7\u5206\u6578KPI\u548c\u5ba2\u6236\u53c3\u8207\u6307\u6a19KPI\u2014\u2014\u4ee5\u4fbf\u6211\u53ef\u4ee5\u767c\u73fe\u63a8\u5ee3\u8005\u6bd4\u7387KPI\u7684\u4e0b\u964d\u6216\u5ba2\u6236\u6295\u8a34\u7387KPI\u7684\u4e0a\u5347\u4e26\u63a1\u53d6\u884c\u52d5\uff08\u8def\u7531\u3001\u77e5\u8b58\u5eab\u66f4\u65b0\u3001\u91dd\u5c0d\u6027\u5916\u5c55\uff09\u3002\u5c0d\u65bc\u5be6\u7528\u7684\u6a21\u677f\u548c\u53c3\u8207\u6846\u67b6\uff0c\u6211\u53c3\u8003\u6211\u5011\u7684\u5ba2\u6236\u5165\u9580\u6307\u5c0e\u548c\u5ba2\u6236\u53c3\u8207\u7b56\u7565\uff0c\u4ee5\u4fbf\u5c07\u6d41\u7a0b\u6539\u9032\u8207\u53ef\u8861\u91cf\u7684\u7559\u5b58\u548c\u5fe0\u8aa0\u5ea6\u7d50\u679c\u5c0d\u9f4a.<\/p>\n<p>\u5167\u90e8\u8cc7\u6e90\uff1a <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e5%85%a5%e9%96%80%e6%b5%81%e7%a8%8b%ef%bc%9a%e6%b8%85%e6%99%b0%e6%8c%87%e5%b0%8e5%e5%80%8b%e9%9a%8e%e6%ae%b5%e3%80%817%e5%80%8b%e5%ae%a2%e6%88%b6%e6%ad%a5%e9%a9%9f%e3%80%815\/\">\u5ba2\u6236\u5165\u8077\u6d41\u7a0b<\/a>, <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e5%8f%83%e8%88%87%e7%ad%96%e7%95%a5%e5%af%a6%e7%94%a8%e6%a8%a1%e6%9d%bf%e6%a1%86%e6%9e%b6%ef%bc%8c%e4%bb%a5%e6%8e%8c%e6%8f%a14%e5%80%8bp%e3%80%814%e5%80%8bc%e3%80%81crm%e8%88%87cep\/\">\u5ba2\u6236\u53c3\u8207\u7b56\u7565<\/a>.<\/p>\n<h2>\u5be6\u7528\u7e3e\u6548\u6307\u6a19<\/h2>\n<h3>\u8861\u91cf\u7e3e\u6548\u7684 5 \u500b\u6307\u6a19\u7bc4\u4f8b\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<h4>\u4e94\u500b\u5ba2\u6236\u670d\u52d9\u7684\u6a23\u672cKPI\u2014\u2014\u5ba2\u6236\u52aa\u529b\u5f97\u5206KPI\uff08CES KPI\uff09\u3001\u5ba2\u6236\u652f\u6301\u6eff\u610f\u5ea6KPI\u3001\u5ba2\u6236\u6295\u8a34\u7387KPI\u3001\u89e3\u6c7a\u7387\u3001\u5de5\u55ae\u7a4d\u58d3KPI<\/h4>\n<p>\u6211\u4f9d\u8cf4\u4e00\u7d44\u7c21\u6f54\u7684\u5be6\u7528KPI\uff0c\u9019\u4e9bKPI\u80fd\u63d0\u4f9b\u5373\u6642\u4fe1\u865f\u548c\u660e\u78ba\u7684\u884c\u52d5\u3002\u6211\u8ffd\u8e64\u7684\u6838\u5fc3\u7bc4\u4f8b\u5305\u62ec:<\/p>\n<ul>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong> \u2014 \u4e92\u52d5\u5f8c\u7acb\u5373\u6eff\u610f\u5ea6\u7684\u4ea4\u6613\u6027\u8861\u91cf\uff08\u901a\u5e38\u70ba 1\u20135\uff09\u3002\u8a08\u7b97\u65b9\u5f0f\uff1a\uff08\u6b63\u9762\u56de\u61c9\u6578 \u00f7 \u7e3d\u56de\u61c9\u6578\uff09\u00d7 100\u3002\u6211\u5728\u89e3\u6c7a\u5f8c\u89f8\u767c CSAT\uff0c\u6309\u6e20\u9053\u548c\u7fa4\u9ad4\u9032\u884c\u7d30\u5206\uff0c\u4e26\u5c07\u56de\u61c9\u8207\u5ba2\u6236\u53cd\u994b\u6307\u6a19 KPI \u548c\u6587\u672c\u5206\u6790\u7d50\u5408\uff0c\u4ee5\u512a\u5148\u66f4\u65b0\u77e5\u8b58\u5eab\u548c\u9032\u884c\u4ee3\u7406\u57f9\u8a13\u3002.<\/li>\n<li><strong>\u5ba2\u6236\u52aa\u529b\u6307\u6578 (CES KPI)<\/strong> \u2014 \u8861\u91cf\u5ba2\u6236\u89ba\u5f97\u4e92\u52d5\u6709\u591a\u5bb9\u6613\uff1b\u9810\u6e2c\u6d41\u5931\u4e26\u76f4\u63a5\u5f71\u97ff\u6e1b\u5c11\u5ba2\u6236\u52aa\u529b\u548c\u6539\u5584\u7559\u5b58\u7387\u3002.<\/li>\n<li><strong>\u5ba2\u6236\u652f\u6301\u6eff\u610f\u5ea6 KPI \/ \u89e3\u6c7a\u7387<\/strong> \u2014 \u6210\u529f\u89e3\u6c7a\u7684\u7968\u8b49\u767e\u5206\u6bd4\uff08\u5305\u62ec\u9069\u7528\u7684\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\uff09\u3002\u6211\u4f7f\u7528\u89e3\u6c7a\u7387\u4f86\u5e73\u8861 AHT \u548c FRT\uff0c\u4ee5\u514d\u5728\u63d0\u9ad8\u56de\u8986\u901f\u5ea6\u7684\u540c\u6642\u589e\u52a0\u91cd\u65b0\u958b\u555f\u7387\u3002.<\/li>\n<li><strong>\u5ba2\u6236\u6295\u8a34\u7387 KPI &amp; \u7968\u8b49\u7a4d\u58d3 KPI<\/strong> \u2014 \u6bcf 1,000 \u6b21\u4e92\u52d5\u7684\u6295\u8a34\u7387\u548c\u672a\u89e3\u6c7a\u7968\u8b49\u7684\u7a4d\u58d3\u7a81\u986f\u7cfb\u7d71\u6027\u554f\u984c\u548c\u77e5\u8b58\u5eab\u7684\u7f3a\u53e3\uff1b\u6301\u7e8c\u7684\u7a4d\u58d3\u4fe1\u865f\u986f\u793a\u6d41\u7a0b\u554f\u984c\u4e26\u63a8\u52d5\u7968\u8b49\u5347\u7d1a\u624b\u518a\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593 KPI<\/strong> \u2014 \u76f4\u5230\u95dc\u9589\u7684\u7aef\u5230\u7aef\u6642\u9593\uff1b\u6211\u76e3\u63a7\u4e2d\u4f4d\u6578\u548c\u7b2c 90 \u767e\u5206\u4f4d\u6578\uff0c\u4ee5\u907f\u514d\u96b1\u85cf\u5728\u5e73\u5747\u503c\u4e2d\u7684\u7570\u5e38\u503c\uff0c\u4e26\u4fdd\u8b77\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19 KPI\u3002.<\/li>\n<\/ul>\n<p>\u9019\u4e94\u500b KPI \u5f62\u6210\u4e00\u500b\u904b\u71df\u5faa\u74b0\uff1aCSAT \u548c CES \u63d0\u4f9b\u9ad4\u9a57\u4fe1\u865f\uff0c\u89e3\u6c7a\u7387\u548c\u89e3\u6c7a\u6642\u9593\u8861\u91cf\u6709\u6548\u6027\uff0c\u6295\u8a34\u7387\u52a0\u4e0a\u7a4d\u58d3\u4fc3\u4f7f\u7d50\u69cb\u6027\u4fee\u6b63\u3002\u6211\u5c07\u5b83\u5011\u4e00\u8d77\u986f\u793a\u5728\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\uff0c\u4ee5\u4fbf\u767c\u73fe\u76f8\u95dc\u6027\uff08\u4f8b\u5982\uff0cAHT \u4e0a\u5347\u8207 CSAT \u4e0b\u964d\uff09\u4e26\u70ba\u7fa4\u9ad4\u5206\u6790 KPI \u548c\u6d41\u5931\u9810\u6e2c KPI \u63d0\u4f9b\u6578\u64da\u3002.<\/p>\n<h4>\u5718\u968a\u7684\u5ba2\u6236\u6307\u6a19 KPI \u4f8b\u5b50 \u2014 \u5ba2\u6236\u53c3\u8207\u6307\u6a19 KPI\u3001\u91cd\u8907\u8cfc\u8cb7\u7387 KPI\u3001\u8cfc\u8cb7\u983b\u7387 KPI\u3001\u8a66\u7528\u8f49\u63db\u7387 KPI<\/h4>\n<p>\u9664\u4e86\u652f\u6301\uff0c\u6211\u9084\u5c07\u7e3e\u6548\u6620\u5c04\u5230\u6536\u5165\u548c\u7522\u54c1\u6307\u6a19\uff0c\u4ee5\u4fbf\u5718\u968a\u770b\u5230\u5c0d\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u548c\u7559\u5b58\u7684\u5f71\u97ff\u3002\u6211\u63d0\u51fa\u7684\u5be6\u7528\u5718\u968a\u7d1a\u5225\u4f8b\u5b50\u6709\uff1a<\/p>\n<ul>\n<li><strong>\u5ba2\u6236\u53c3\u8207\u6307\u6a19 KPI<\/strong> \u2014 \u6d3b\u8e8d\u5ba2\u6236 KPI (MAU\/DAU)\u3001\u529f\u80fd\u63a1\u7528\u7387 KPI\u3001\u4f7f\u7528\u983b\u7387 KPI \u548c\u5ba2\u6236\u53c3\u8207\u5206\u6578 KPI \u4f86\u8861\u91cf\u7522\u54c1\u7c98\u6027\u4e26\u544a\u77e5\u5ba2\u6236\u6210\u529f\u7684\u5e72\u9810\u63aa\u65bd\u3002.<\/li>\n<li><strong>\u91cd\u8907\u8cfc\u8cb7\u7387 KPI \u548c\u8cfc\u8cb7\u983b\u7387 KPI<\/strong> \u2014 \u5c0d\u96fb\u5b50\u5546\u52d9\u548c\u96f6\u552e\u81f3\u95dc\u91cd\u8981\uff0c\u4ee5\u91cf\u5316\u5fe0\u8aa0\u5ea6\u4e26\u5c07\u5546\u5bb6\u6d41\u5931\u8207\u5ba2\u6236\u9ad4\u9a57\u554f\u984c\u806f\u7e6b\u8d77\u4f86\u3002.<\/li>\n<li><strong>\u8a66\u7528\u8f49\u63db\u7387 KPI \/ \u555f\u52d5\u7387 KPI<\/strong> \u2014 \u5c0d\u65bc SaaS\uff0c\u8861\u91cf\u5165\u8077\u6210\u529f\uff08\u9996\u6b21\u50f9\u503c\u7684\u6642\u9593 KPI\u3001\u5165\u8077\u6210\u529f\u7387 KPI\uff09\u4e26\u8b58\u5225\u9ad8\u8a66\u7528\u6d41\u5931 KPI \u7684\u7fa4\u9ad4\u4ee5\u9032\u884c\u6709\u91dd\u5c0d\u6027\u7684\u57f9\u80b2\u3002.<\/li>\n<li><strong>\u5ba2\u6236\u63a8\u85a6\u7387 KPI \u548c\u5ba2\u6236\u5021\u5c0e\u6307\u6a19 KPI<\/strong> \u2014 \u8ffd\u8e64\u63a8\u85a6\u548c\u63a8\u5ee3\u8005\u884c\u70ba\uff08\u63a8\u5ee3\u8005\u7387 KPI\uff09\uff0c\u4ee5\u91cf\u5316\u9ad8 CSAT \u548c NPS KPI \u6bb5\u7684\u5546\u696d\u50f9\u503c\u3002.<\/li>\n<\/ul>\n<p>\u6211\u5c07\u9019\u4e9b\u5718\u968a\u6307\u6a19\u8207\u904b\u71df\u652f\u6301 KPI \u76f8\u95dc\u806f\uff0c\u56e0\u6b64\u77e5\u8b58\u5eab\u6709\u6548\u6027 KPI \u7684\u6539\u5584\u6216\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI \u7684\u7e2e\u77ed\u6703\u986f\u793a\u70ba\u66f4\u9ad8\u7684\u555f\u7528\u7387\u3001\u66f4\u9ad8\u7684\u91cd\u8907\u5ba2\u6236\u7387 KPI \u548c\u589e\u52a0\u7684\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI\u3002\u5c0d\u65bc\u6846\u67b6\u548c\u6a21\u677f\uff0c\u6211\u4f7f\u7528\u6211\u5011\u7684\u6307\u5357\u4f86\u6536\u96c6\u53cd\u994b\u548c\u670d\u52d9 KPI\uff0c\u4ee5\u5354\u8abf\u5718\u968a\u4e26\u6e1b\u5c11\u5ba2\u6236\u6d41\u5931 KPI\uff1a <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e7%8d%b2%e5%8f%96%e5%ae%a2%e6%88%b6%e5%8f%8d%e9%a5%8b%e7%9a%84%e5%af%a6%e7%94%a8%e6%96%b9%e6%b3%95-10%e5%88%b010%e8%a6%8f%e5%89%87-3%e5%80%8bc-%e4%bb%98%e8%b2%bb%e7%8d%b2%e5%be%97google%e8%a9%95\/\">\u7372\u53d6\u5ba2\u6236\u53cd\u994b<\/a> \u548c <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99%e5%9c%98%e9%9a%8a%e7%9a%84%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99-5-%e5%80%8b%e5%9f%ba%e6%9c%ac%e6%8c%87%e6%a8%99-10-%e5%88%b0-10-%e8%a6%8f%e5%89%87\/\">\u5ba2\u6236\u670d\u52d9\u5718\u968a\u7684 KPI<\/a>.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/customer-metrics-kpi-390280.jpg\" alt=\"\u5ba2\u6236\u6307\u6a19 KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>4C \u548c\u5ba2\u6236\u5fe0\u8aa0\u5ea6<\/h2>\n<h3>\u5ba2\u6236\u670d\u52d9\u7684 4 C \u662f\u4ec0\u9ebc\uff1f<\/h3>\n<h4>\u6e05\u6670\u3001\u4e00\u81f4\u3001\u540c\u60c5\u3001\u4fbf\u5229 \u2014 \u5ba2\u6236\u9ad4\u9a57\u6307\u6a19 KPI\u3001\u5ba2\u6236\u5fe0\u8aa0\u5ea6 KPI\u3001\u63a8\u5ee3\u8005\u7387 KPI\u3001\u53cd\u5c0d\u8005\u7387 KPI<\/h4>\n<p>\u6211\u5c07 4C \u5be6\u65bd\u70ba\u652f\u6301\u65c5\u7a0b\u4e2d\u7684\u53ef\u8861\u91cf\u69d3\u687f\u3002\u6e05\u6670\u610f\u5473\u8457\u5b9a\u7fa9\u671f\u671b\u3001\u653f\u7b56\u548c\u4e0b\u4e00\u6b65\uff0c\u4ee5\u4fbf\u5ba2\u6236\u59cb\u7d42\u77e5\u9053\u6703\u767c\u751f\u4ec0\u9ebc\u4ee5\u53ca\u4f55\u6642\u767c\u751f\uff1b\u6e05\u6670\u7684\u6e9d\u901a\u6e1b\u5c11\u4e86\u5ba2\u6236\u52aa\u529b\u5f97\u5206 KPI\uff08CES KPI\uff09\uff0c\u4e26\u6539\u5584\u4e86\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6a19 KPI\uff08CSAT \/ \u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 CSS KPI\uff09\u3002\u6211\u8ffd\u8e64\u8abf\u67e5\u56de\u61c9\u7387 KPI\u3001\u5ba2\u6236\u63a5\u89f8\u9ede\u6307\u6a19 KPI \u548c\u89e3\u6c7a\u6642\u9593 KPI\uff0c\u4ee5\u78ba\u4fdd\u6e05\u6670\u8f49\u5316\u70ba\u66f4\u5feb\u3001\u66f4\u5c11\u6df7\u6dc6\u7684\u4e92\u52d5\u3002.<\/p>\n<p>\u4e00\u81f4\u6027\u662f\u6307\u5728\u5404\u500b\u6e20\u9053\u548c\u4ee3\u7406\u4e4b\u9593\u63d0\u4f9b\u76f8\u540c\u7684\u670d\u52d9\u8cea\u91cf\u3002\u6211\u76e3\u63a7\u5ba2\u6236\u9ad4\u9a57\u6307\u6a19 KPI \u548c\u6e20\u9053\u5c64\u7d1a\u7684 CSAT \u53ca\u6de8\u63a8\u5ee3\u8005\u5206\u6578 KPI (NPS KPI) \u4ee5\u767c\u73fe\u8b8a\u7570\uff0c\u4e26\u4f7f\u7528\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u548c\u7fa4\u7d44\u5206\u6790 KPI \u4f86\u6bd4\u8f03 MAU\/DAU \u7fa4\u7d44\u3001\u652f\u6301\u7968\u91cf KPI \u548c\u6309\u6e20\u9053\u7684\u89e3\u6c7a\u7387 KPI\u3002\u6a19\u6e96\u5316\u5de5\u4f5c\u6d41\u7a0b\u3001\u77e5\u8b58\u5eab\u6709\u6548\u6027 KPI \u548c\u8207\u5e73\u5747\u8655\u7406\u6642\u9593 KPI \u53ca\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI \u76f8\u95dc\u7684\u4ee3\u7406\u57f9\u8a13\u53ef\u4ee5\u6e1b\u5c11\u8b8a\u7570\u6027.<\/p>\n<p>\u540c\u60c5\u5fc3\uff08\u540c\u7406\u5fc3\uff09\u662f\u4e0d\u53ef\u59a5\u5354\u7684\uff1a\u540c\u7406\u5fc3\u4e92\u52d5\u63d0\u9ad8\u5ba2\u6236\u5fe0\u8aa0\u5ea6 KPI \u4e26\u964d\u4f4e\u5ba2\u6236\u6d41\u5931\u7387 KPI\u3002\u6211\u901a\u904e\u5ba2\u6236\u652f\u6301\u6eff\u610f\u5ea6 KPI\u3001\u8cea\u6027 VOC \u6307\u6a19 KPI\uff08\u5ba2\u6236\u6307\u6a19\u7684\u6587\u672c\u5206\u6790\u3001\u5ba2\u6236\u60c5\u611f\u5206\u6790 KPI\uff09\u548c\u5ba2\u6236\u5065\u5eb7\u5206\u6578 KPI \u4f86\u8861\u91cf\u5f71\u97ff\uff1b\u9019\u4e9b\u4fe1\u865f\u7528\u65bc\u6d41\u5931\u9810\u6e2c KPI \u548c\u91dd\u5c0d\u6027\u7684\u7559\u5b58\u8a08\u5283.<\/p>\n<p>\u4fbf\u5229\u6027\u610f\u5473\u8457\u5728\u804a\u5929\u3001\u793e\u4ea4\u3001\u77ed\u4fe1\u3001\u7db2\u9801\u548c\u96fb\u8a71\u4e4b\u9593\u63d0\u4f9b\u7121\u7e2b\u7684\u5e6b\u52a9\u548c\u8cfc\u8cb7\u3002\u6211\u512a\u5316\u81ea\u52a9\u670d\u52d9\u4f7f\u7528 KPI \u548c\u77e5\u8b58\u5eab\u6709\u6548\u6027 KPI\uff0c\u4ee5\u964d\u4f4e\u806f\u7e6b\u7387 KPI \u548c\u89e3\u6c7a\u6642\u9593 KPI\uff0c\u4e26\u8ddf\u8e2a\u8f49\u63db\u7387 KPI\u3001\u91cd\u8907\u8cfc\u8cb7\u7387 KPI \u548c\u8cfc\u8cb7\u983b\u7387 KPI\uff0c\u4ee5\u91cf\u5316\u4fbf\u5229\u6027\u5982\u4f55\u9a45\u52d5\u884c\u70ba.<\/p>\n<h4>\u7559\u5b58\u548c\u589e\u9577\u6307\u6a19\u2014\u2014\u5ba2\u6236\u7559\u5b58\u7387\u516c\u5f0f\u3001\u6de8\u7559\u5b58\u7387 KPI\u3001\u5ba2\u6236\u6d41\u5931\u7387\u8a08\u7b97\u3001\u6d41\u5931\u9810\u6e2c KPI<\/h4>\n<p>\u70ba\u4e86\u5c074C\u8f49\u5316\u70ba\u5546\u696d\u6210\u679c\uff0c\u6211\u5c07\u9ad4\u9a57KPI\u8207\u4fdd\u7559\u548c\u589e\u9577\u6307\u6a19\u806f\u7e6b\u8d77\u4f86\u3002\u6211\u4f7f\u7528\u5ba2\u6236\u4fdd\u7559\u7387\u516c\u5f0f\u8a08\u7b97\u5ba2\u6236\u4fdd\u7559\u7387\uff0c\u4e26\u76e3\u63a7\u6de8\u4fdd\u7559\u7387KPI\u548c\u7e8c\u8a02\u7387KPI\uff0c\u4ee5\u6355\u6349\u64f4\u5f35\u6536\u5165KPI\u548c\u6536\u7e2e\u3002\u6211\u5831\u544a\u5ba2\u6236\u6d41\u5931KPI\u548c\u8a02\u95b1\u6d41\u5931KPI\uff0c\u4e26\u4f7f\u7528\u540c cohort \u6d41\u5931\u66f2\u7dda\uff08\u7e3d\u6d41\u5931\u8207\u6de8\u6d41\u5931KPI\uff09\u4ee5\u53ca\u6d41\u5931\u9810\u6e2cKPI\u548c\u9810\u6e2c\u5ba2\u6236\u6307\u6a19KPI\uff0c\u512a\u5148\u8655\u7406\u9ad8\u98a8\u96aa\u7684 cohort \u4ecb\u5165\u63aa\u65bd.<\/p>\n<p>\u6211\u5c07\u9019\u4e9b\u4fdd\u7559\u4fe1\u865f\u8207\u5ba2\u6236\u7d42\u8eab\u50f9\u503cKPI\u548c\u5ba2\u6236\u7372\u53d6\u6210\u672cKPI\u806f\u7e6b\u8d77\u4f86\uff0c\u4ee5\u4fdd\u8b77\u55ae\u4f4d\u7d93\u6fdf\uff1a\u6539\u5584CSAT\u3001CES\u548cNPS KPI\u61c9\u8a72\u4f7fLTV\uff08\u5ba2\u6236\u7d42\u8eab\u50f9\u503cKPI\uff09\u4e0a\u5347\u4e26\u6e1b\u5c11CAC\u58d3\u529b\u3002\u5728\u64cd\u4f5c\u4e0a\uff0c\u6211\u5728\u7d71\u4e00\u7684\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\u986f\u793a\u9019\u4e9b\u6307\u6a19\uff0c\u4e26\u9032\u884c\u540c cohort \u5206\u6790\u548c\u5ba2\u6236\u5065\u5eb7\u5206\u6578KPI\uff0c\u4ee5\u4fbf\u6211\u80fd\u5920\u767c\u73fe\u63a8\u5ee3\u8005\u6bd4\u4f8bKPI\u7684\u4e0b\u964d\u6216\u5ba2\u6236\u6295\u8a34\u6bd4\u4f8bKPI\u7684\u4e0a\u5347\uff0c\u4e26\u904b\u884c\u91dd\u5c0d\u6027\u7684\u884c\u52d5\u8a08\u5283\u3002\u5c0d\u65bc\u5be6\u7528\u7684\u4fdd\u7559\u884c\u52d5\u8a08\u5283\u548c\u540c cohort \u6a21\u677f\uff0c\u6211\u53c3\u8003\u6211\u5011\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%95%99%e5%ad%98\/\">\u9867\u5ba2\u7559\u5b58\u6307\u5357<\/a> \u548c <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%ef%bc%9a%e5%af%a6%e7%94%a8%e6%8c%87%e5%8d%97%ef%bc%8c%e5%8c%85%e5%90%ab%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%e7%af%84%e6%9c%ac\/\">\u7fa4\u7d44\u7559\u5b58\u5206\u6790<\/a> \u8cc7\u6e90\u3002 <\/p>\n<h2>\u6e2c\u91cf\u3001\u5100\u8868\u677f\u548c\u884c\u52d5\u8a08\u5283<\/h2>\n<h3>\u5ba2\u6236\u6307\u6a19KPI\u7684\u57fa\u6e96\u548c\u5100\u8868\u677f\u2014\u2014\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u3001\u540c cohort \u5206\u6790KPI\u3001\u5ba2\u6236\u5065\u5eb7\u5206\u6578KPI\u3001\u5ba2\u6236\u5206\u6790KPI<\/h3>\n<p>\u6211\u5efa\u7acb\u4e86\u4e00\u500b\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\uff0c\u7d50\u5408\u4e86\u64cd\u4f5c\u3001\u9ad4\u9a57\u548c\u6230\u7565 KPI\uff0c\u8b93\u6211\u80fd\u5920\u8fc5\u901f\u5f9e\u4fe1\u865f\u8f49\u5411\u884c\u52d5\u3002\u8a72\u5100\u8868\u677f\u986f\u793a\u4e86\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 KPI\u3001\u89e3\u6c7a\u6642\u9593 KPI \u548c\u652f\u6301\u7968\u91cf KPI\uff0c\u4ee5\u4fbf\u9032\u884c\u64cd\u4f5c\u53ef\u898b\u6027\uff1bCSAT\u3001CES KPI \u548c\u6de8\u63a8\u5ee3\u8005\u5206\u6578 KPI \u4ee5\u53cd\u6620\u9ad4\u9a57\uff1b\u4ee5\u53ca\u5ba2\u6236\u6d41\u5931 KPI\u3001\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u548c\u6de8\u4fdd\u7559\u7387 KPI \u4ee5\u8a55\u4f30\u696d\u52d9\u5f71\u97ff\u3002\u6211\u5c55\u793a\u4e86\u4e2d\u4f4d\u6578\u548c\u7b2c 90 \u767e\u5206\u4f4d\u6578\uff08\u4ee5\u907f\u514d\u7570\u5e38\u503c\u63a9\u84cb\uff09\uff0c\u4e26\u5448\u73fe\u4e86 cohort \u5206\u6790 KPI \u5207\u7247\u2014\u2014\u5165\u8077 cohort\u3001\u9ad8\u50f9\u503c\u8cec\u6236\u548c\u8a66\u7528 cohort\u2014\u2014\u4ee5\u4fbf\u6211\u80fd\u5920\u6bd4\u8f03\u4e0d\u540c\u7d30\u5206\u5e02\u5834\u7684\u5ba2\u6236\u4fdd\u7559\u6307\u6a19 KPI.<\/p>\n<p>\u5c0d\u65bc\u9810\u6e2c\u5de5\u4f5c\uff0c\u6211\u6dfb\u52a0\u4e86\u4e00\u500b\u5ba2\u6236\u5065\u5eb7\u5206\u6578 KPI\uff0c\u878d\u5408\u4e86\u4f7f\u7528\u4fe1\u865f\uff08DAU\/MAU\u3001\u529f\u80fd\u63a1\u7528\u7387 KPI\uff09\u3001\u652f\u6301\u4fe1\u865f\uff08FRT\u3001FCR\u3001\u7968\u52d9\u7a4d\u58d3\uff09\u548c VOC \u6307\u6a19 KPI\uff08\u8abf\u67e5\u56de\u61c9\u7387\u3001\u60c5\u611f\uff09\u3002\u9019\u500b\u7d9c\u5408\u6307\u6a19\u8b93\u6211\u80fd\u5920\u904b\u884c\u6d41\u5931\u9810\u6e2c KPI \u6a21\u578b\u4e26\u89f8\u767c\u81ea\u52d5\u5316\u64cd\u4f5c\u624b\u518a\u3002\u6211\u9084\u6839\u64da\u884c\u696d\u5ba2\u6236\u6307\u6a19 KPI \u9032\u884c\u57fa\u6e96\u6e2c\u8a66\uff0c\u6309\u5782\u76f4\u5283\u5206\u2014\u2014SaaS\u3001\u96fb\u5b50\u5546\u52d9\u3001\u96f6\u552e\u2014\u2014\u4ee5\u78ba\u4fdd ARPU KPI\u3001\u91cd\u8907\u5ba2\u6236\u7387 KPI \u548c\u9996\u6b21\u50f9\u503c\u6642\u9593 KPI \u7684\u76ee\u6a19\u662f\u73fe\u5be6\u7684\u3002\u70ba\u4e86\u5be6\u73fe\u9019\u4e00\u9ede\uff0c\u6211\u4f7f\u7528 cohort \u6a21\u677f\u548c\u4fdd\u7559\u64cd\u4f5c\u624b\u518a\uff0c\u4e26\u4e0d\u65b7\u901a\u904e cohort \u4fdd\u7559\u5206\u6790\u4f86\u9a57\u8b49\u95be\u503c\uff0c\u4ee5\u78ba\u4fdd\u5100\u8868\u677f\u9a45\u52d5\u6b63\u78ba\u7684\u884c\u52d5.<\/p>\n<p>\u6211\u7d93\u5e38\u53c3\u8003\u7684\u5167\u90e8\u8cc7\u6e90\u5305\u62ec\u6211\u5011\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%ef%bc%9a%e5%af%a6%e7%94%a8%e6%8c%87%e5%8d%97%ef%bc%8c%e5%8c%85%e5%90%ab%e7%be%a4%e7%b5%84%e4%bf%9d%e7%95%99%e5%88%86%e6%9e%90%e7%af%84%e6%9c%ac\/\">\u7fa4\u7d44\u7559\u5b58\u5206\u6790<\/a> \u6307\u5357\u4ee5\u53ca <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%95%99%e5%ad%98\/\">\u9867\u5ba2\u7559\u5b58\u6307\u5357<\/a>, \u9019\u6709\u52a9\u65bc\u5c07\u6d41\u5931\u66f2\u7dda\u8f49\u5316\u70ba\u64cd\u4f5c SLA \u548c\u7522\u54c1\u4fee\u5fa9.<\/p>\n<h3>\u884c\u52d5\u8a08\u5283\u8207\u7bc4\u672c\u8cc7\u6e90 \u2014 \u5ba2\u6236\u6307\u6a19\u548c KPI \u6e05\u55ae\u3001\u5ba2\u6236\u6307\u6a19 KPI \u7bc4\u4f8b\u3001\u6700\u4f73\u5ba2\u6236\u6eff\u610f\u5ea6 KPI\u3001\u5ba2\u6236\u670d\u52d9 KPI PDF\u3001\u5ba2\u6236\u8072\u97f3 KPI \u53ca\u5ba2\u6236\u6307\u6a19\u7684\u6587\u672c\u5206\u6790<\/h3>\n<p>\u6211\u7684\u884c\u52d5\u8a08\u5283\u9075\u5faa\u4e00\u500b\u7c21\u55ae\u7684\u5faa\u74b0\uff1a\u6e2c\u91cf\u3001\u7d30\u5206\u3001\u884c\u52d5\u3001\u9a57\u8b49\u3002\u9996\u5148\uff0c\u6211\u4f7f\u7528 KPI \u5206\u985e\u6cd5\u6a19\u6e96\u5316\u6e2c\u91cf\uff08\u64cd\u4f5c\u6027\uff1aFRT\u3001AHT\u3001\u5df2\u89e3\u6c7a\u7968\u64da KPI\uff1b\u9ad4\u9a57\uff1aCSAT\u3001NPS\u3001CES\uff1b\u6230\u7565\uff1aLTV\u3001CAC\u3001\u6de8\u4fdd\u7559\u7387\uff09\u3002\u5176\u6b21\uff0c\u6211\u6839\u64da\u50f9\u503c\u548c\u884c\u70ba\u9032\u884c\u7d30\u5206\uff08\u9ad8\u50f9\u503c\u5ba2\u6236\u6307\u6a19 KPI\u3001\u5165\u8077\u7fa4\u9ad4\uff09\uff0c\u4e26\u5728\u5ba2\u6236\u6307\u6a19\u5100\u8868\u677f\u4e0a\u986f\u793a\u9019\u4e9b\u7d30\u5206\u3002\u7b2c\u4e09\uff0c\u6211\u81ea\u52d5\u5316\u4f4e\u52aa\u529b\u7684\u88dc\u6551\u63aa\u65bd\u2014\u2014\u77e5\u8b58\u5eab\u66f4\u65b0\u3001\u8def\u7531\u898f\u5247\u548c\u91cd\u65b0\u958b\u555f\u5de5\u4f5c\u6d41\u7a0b\u2014\u2014\u4ee5\u6539\u5584\u77e5\u8b58\u5eab\u6709\u6548\u6027 KPI \u548c\u81ea\u52a9\u670d\u52d9\u4f7f\u7528 KPI\u3002\u7b2c\u56db\uff0c\u6211\u901a\u904e\u7fa4\u9ad4\u5206\u6790 KPI \u9a57\u8b49\u5f71\u97ff\uff0c\u4e26\u5728\u63a8\u5ee3\u8005\u6bd4\u7387 KPI \u6216\u5ba2\u6236\u5065\u5eb7\u5206\u6578 KPI \u8b8a\u52d5\u6642\u66f4\u65b0\u95be\u503c\u3002.<\/p>\n<p>\u6211\u4f7f\u7528\u7684\u5be6\u7528\u6e05\u55ae\u9805\u76ee\uff1a<\/p>\n<ul>\n<li>\u5275\u5efa\u7d71\u4e00\u7684 KPI \u5206\u985e\u6cd5\u4e26\u5c07\u5176\u767c\u5e03\u7d66\u5229\u76ca\u76f8\u95dc\u8005\u3002.<\/li>\n<li>\u7528 FRT\u3001\u89e3\u6c7a\u6642\u9593\u3001CSAT\u3001NPS \u548c\u6d41\u5931\u4fe1\u865f\u4f86\u5100\u8868\u5316\u5be6\u6642\u5100\u8868\u677f\u3002.<\/li>\n<li>\u6309\u7fa4\u9ad4\u548c\u50f9\u503c\u9032\u884c\u7d30\u5206\uff1b\u5c0d\u9ad8\u50f9\u503c\u7d30\u5206\u61c9\u7528\u8f03\u77ed\u7684 SLA\u3002.<\/li>\n<li>\u81ea\u52d5\u5316\u78ba\u8a8d\u548c\u5206\u6d41\uff0c\u4ee5\u6e1b\u5c11\u611f\u77e5\u7b49\u5f85\u6642\u9593\u4e26\u6539\u5584\u9996\u6b21\u56de\u61c9\u6642\u9593 KPI\u3002.<\/li>\n<li>\u95dc\u9589 VOC \u5faa\u74b0\uff1a\u5c07\u9010\u5b57\u53cd\u994b\u6620\u5c04\u5230\u77e5\u8b58\u5eab\u6587\u7ae0\u3001\u7522\u54c1\u5f85\u8fa6\u4e8b\u9805\u548c\u4ee3\u7406\u57f9\u8a13\u4e2d\u3002.<\/li>\n<\/ul>\n<p>\u6709\u95dc\u6a21\u677f\u548c\u6230\u8853\u624b\u518a\uff0c\u6211\u4f7f\u7528\u6211\u5011\u7684 KPI \u548c\u53cd\u994b\u6536\u96c6\u8cc7\u6e90\u2014\u2014\u8acb\u53c3\u898b <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e6%9c%8d%e5%8b%99%e5%9c%98%e9%9a%8a%e7%9a%84%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99-5-%e5%80%8b%e5%9f%ba%e6%9c%ac%e6%8c%87%e6%a8%99-10-%e5%88%b0-10-%e8%a6%8f%e5%89%87\/\">\u5ba2\u6236\u670d\u52d9\u5718\u968a\u7684 KPI<\/a> \u548c <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e7%8d%b2%e5%8f%96%e5%ae%a2%e6%88%b6%e5%8f%8d%e9%a5%8b%e7%9a%84%e5%af%a6%e7%94%a8%e6%96%b9%e6%b3%95-10%e5%88%b010%e8%a6%8f%e5%89%87-3%e5%80%8bc-%e4%bb%98%e8%b2%bb%e7%8d%b2%e5%be%97google%e8%a9%95\/\">\u7372\u53d6\u5ba2\u6236\u53cd\u994b<\/a>. \u6211\u4e5f\u8ffd\u8e64\u55ae\u4f4d\u7d93\u6fdf\u5b78\u8207 <a href=\"https:\/\/messengerbot.app\/zh_tw\/%e5%ae%a2%e6%88%b6%e7%8d%b2%e5%8f%96%e6%88%90%e6%9c%ac%e7%9a%84%e5%ae%9a%e7%be%a9-%e5%ae%a2%e6%88%b6%e7%8d%b2%e5%8f%96%e6%88%90%e6%9c%ac%e7%9a%84%e5%90%ab%e7%be%a9-%e5%a6%82%e4%bd%95%e5%ae%9a%e7%be%a9\/\">\u5ba2\u6236\u7372\u53d6\u6210\u672c<\/a> \u8cc7\u6e90\uff0c\u4ee5\u4fbf\u5c07\u7559\u5b58\u6539\u5584\u76f4\u63a5\u8207\u5ba2\u6236\u7d42\u8eab\u50f9\u503c KPI \u76f8\u95dc\u806f\u3002.<\/p>\n<p>\u5728\u9700\u8981\u81ea\u52d5\u5316\u6216\u9ad8\u7d1a\u5206\u6790\u7684\u5730\u65b9\uff0c\u6211\u8a55\u4f30\u80fd\u6574\u5408\u5c0d\u8a71\u5206\u6790\u548c\u751f\u6210\u5de5\u5177\u7684\u5408\u4f5c\u5925\u4f34\u548c\u5e73\u53f0\u2014\u2014Brain Pod AI \u63d0\u4f9b\u5167\u5bb9\u548c\u804a\u5929\u7684\u751f\u6210 AI \u5de5\u5177\uff0c\u5718\u968a\u7d93\u5e38\u7528\u65bc\u591a\u8a9e\u8a00\u804a\u5929\u52a9\u624b\u548c\u5206\u6790\u2014\u2014\u6211\u6bd4\u8f03\u9078\u9805\u4ee5\u5e73\u8861\u529f\u80fd\u3001\u96b1\u79c1\u548c\u6210\u672c\u3002\u6700\u5f8c\uff0c\u6211\u9032\u884c\u6bcf\u6708\u56de\u9867\uff0c\u5c07 SLA \u5408\u898f\u6027\u548c VOC \u8207\u6de8\u7559\u5b58\u7387 KPI\u3001\u64f4\u5c55\u6536\u5165 KPI \u548c\u5ba2\u6236\u76c8\u5229\u80fd\u529b KPI \u76f8\u95dc\u806f\uff0c\u8b93\u6e2c\u91cf\u63a8\u52d5\u6536\u5165\uff0c\u800c\u4e0d\u50c5\u50c5\u662f\u6d3b\u52d5\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\/zh_tw\/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 [&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\/zh_tw\/wp-json\/wp\/v2\/posts\/260536","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/comments?post=260536"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/posts\/260536\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/media\/260535"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/media?parent=260536"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/categories?post=260536"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/tags?post=260536"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}